Refund policy
We have a 14-day change of mind return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. For sealed items this means the item must remain sealed. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Support@WPGames.co.nz or our contact us form.
The shipping for the return will be at the cost of the buyer and there may be a restocking fee as described below depending on your choice of refund method.
You can always contact us for any return question at Support@WPGames.co.nz.
If you decide to cancel your order prior to shipping your order may incur a payment processing fee charged by the payment provider. This will vary depending on the type of payment:
- Payment via cards will incur a 3% fee
- Payment via Afterpay will incur a 7% fee
- Payment via bank transfer will incur 0% fee
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) and custom products (including custom ordered video games, board games and accessories). Please get in touch if you have questions or concerns about your specific item.
We also do not accept returns of clearance items, items classified as 'Japan Direct Imports' and occasional items as stated on the product page
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Pre-order cancellations
Pre-orders cancelled more than 21 days before release day will incur a payment processing fee charged by the payment provider. This will vary depending on the type of payment:
- Payment via cards will incur a 3% fee
- Payment via Afterpay will incur a 7% fee
- Payment via bank transfer will incur 0% fee
Pre-orders cancelled within 21 days will be treated as a change of mind return (with the refund policy below applying).
Order cancellations due to non payment / partial payment
Any partially paid orders cancelled by WP Game's after two attempts have been made to reach the customer will incur a cancellation fee of 15%.
Refunds for change of mind returns
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, there are two options available:
- Cash Refund: A refund on the cost of the items less a 15% restocking fee will be made back to your method of payment.
- Gift Card Credit: You will receive a gift card for the full value of the returned product (no restocking fee apply) to purchase a replacement item. Gift cards for change of mind returns expire 24 months after the date of issue.
If more than 15 business days have passed since we’ve approved your return, please contact us at Support@WPGames.co.nz.
For information for returns under warranty, please visit our common FAQs.
Last updated: 19 June 2024