Game and Glory (GAG) Refund & Returns Policy

Effective Date: 22nd Feb 2025

At Game and Glory (GAG), we strive to ensure our customers are satisfied with their purchases. This Refund & Returns Policy outlines your rights and responsibilities when requesting a refund or exchange.

1. Faulty or Defective Goods

1.1 Your Rights Under Consumer Law

If you believe an item is faulty, you may be entitled to a remedy under Malaysia Consumer Law. These rights are independent of our Change of Mind Policy and are not limited by a defined timeframe. However, the expected lifespan of a product may vary depending on:

  • The nature of the product
  • The price paid
  • Representations made about the product

1.2 Available Remedies

If a product is deemed faulty or defective, you may choose:

  • A refund
  • An exchange for a replacement product

1.3 Conditions for Faulty Item Returns

  • The fault must not be due to misuse or abnormal use of the product.
  • If a product is found to be damaged due to misuse, GAG will not provide a refund or exchange.
  • You must provide satisfactory proof of purchase (e.g., receipt, order confirmation) before any remedy can be processed.

2. Change of Mind Returns

2.1 Eligibility for Change of Mind Returns

If you have changed your mind, and can provide a valid receipt, GAG may offer an exchange or refund, provided that the merchandise:

  • Is brand new, in resalable condition.
  • Is unused, unassembled, and in its original condition with all packaging intact.
  • Is not part of the exclusions listed in Section 3.
  • The exchange or refund is requested within 14 days of the original purchase date.

At times throughout the year, GAG may extend this 14-day period at our discretion (e.g., for holiday gift-giving periods such as Christmas).

2.2 Late or Missing Receipt Returns

  • If you cannot provide a valid receipt, or 14 days have passed since the original purchase date, GAG reserves the right to deny a refund or exchange.
  • GAG is not required to provide a copy of your receipt for refund, exchange, insurance, or warranty claims.

📌 For Preorder Products, please refer to our Preorder Policy for specific terms.

3. Exclusions from Change of Mind Returns

The following items cannot be returned or exchanged due to change of mind. Please choose carefully when purchasing:

  • Gift Cards
  • TCG Singles
  • Event Entry Fees
  • Food & Beverages

📌 Faulty products within these categories may still be eligible for a refund or replacement under Section 1.

4. Refund Process

4.1 Processing Time

Refunds will be processed within 7-10 business days from the approval of your request.

4.2 Refund Method

  • Refunds will be issued to the original method of payment.
  • If the original payment method is unavailable, store credit may be offered as an alternative.

4.3 Return Shipping Costs

  • If a refund is requested for faulty goods, GAG will cover return shipping costs.
  • If a refund is requested due to change of mind, the customer is responsible for return shipping costs.

5. Agreement

By making a purchase with Game and Glory (GAG), you acknowledge and accept the terms outlined in this Refund & Returns Policy. GAG reserves the right to update this policy at any time without prior notice.

📅 Updated: 22nd Feb 2025