Returns, Refunds & Warranty Policy

Return & Refund Policy

We work hard to ensure every item meets our quality standards. Please review the policy below before requesting a return or refund.

📦 Return Eligibility

Returns are accepted within 30 days of the delivery date unless otherwise stated.

Refunds apply to the purchase price only.

Shipping costs are non-refundable, unless the return is the result of an error on our part.

⚠️ Sealed Pokémon & Sealed Trading Card Products (Final Sale)

All sealed Pokémon products and all other sealed trading card products are final sale.

Due to the collectible nature of sealed products and the inability to verify whether products have been tampered with after delivery:

  • No returns or exchanges will be accepted.

  • No refunds will be issued for buyer's remorse, accidental purchases, price changes, or change of mind.

  • Once a sealed product has been shipped, the sale is considered final.

The only exception is if:

  • You receive the incorrect item, or

  • The item arrives with shipping damage that is reported immediately upon delivery.

If either situation occurs, please contact us within 48 hours of delivery with photos of the package and product so we can assist you.

Return Requirements

Returned items must:

  • Be in their original packaging

  • Include all accessories, manuals, and inserts

  • Show no signs of wear, damage, or use

  • Match the exact item and condition that was shipped

Non-Returnable Items

  • All sealed Pokémon products and sealed trading card products (final sale)

  • Discounted, sale, or clearance items (final sale)

  • Items damaged due to customer handling, misuse, or improper storage

  • Items returned missing components or swapped parts

  • Items returned beyond the 30-day return window

Restocking Fees

For returns not caused by our error, we reserve the right to apply a restocking fee of up to 15%, depending on the item's condition and completeness.

🛡️ Warranty Policy (60 Days)

We offer a 60-day warranty covering:

  • Dead on Arrival (DOA) items

  • Functional defects not caused by misuse, neglect, or physical damage

Warranty Exclusions

The warranty does not cover:

  • Physical damage, liquid damage, or drops

  • Tampering, internal modifications, or attempted repairs

  • Damage caused by incorrect accessories, power adapters, or region compatibility

  • Cosmetic defects discovered after use

  • Sealed Pokémon products and sealed trading card products once opened.

If an item is returned under warranty but is found to have been damaged through customer handling, it will be returned at the customer's expense.

Warranty Outcome

Approved warranty claims will receive:

  • A replacement, if available

  • Otherwise, a refund of the item value

🚚 How to Start a Return or Warranty Claim

Email help@thevideogamecompany.com with:

  • Your full name

  • Order number

  • Description of the issue

  • Photos or video (for defective items)

We aim to respond within 48 hours.

Return Shipping

Canada

We provide a prepaid return label for approved claims.

USA & International

Customers are responsible for arranging and paying for return shipping.

Return labels are not provided for:

  • Buyer's remorse

  • Compatibility issues

  • Incorrect usage

  • Non-defective items

Compatibility Responsibility

Buyers are responsible for ensuring:

  • Region compatibility (NTSC / PAL / NTSC-J)

  • Power requirements

  • Accessory compatibility

Returns due to incompatibility are not considered an error on our part.

Item Verification

All returned items are inspected and tested.

If an item is returned in a different condition than it was shipped:

  • The refund may be reduced or denied.

  • The item may be returned to the customer at their expense.

Chargebacks & False Claims

To protect both parties, we reserve the right to submit:

  • Tracking information

  • Packaging documentation

  • Testing videos

  • Serial number records

  • Photographs of shipped items

to dispute fraudulent claims or chargebacks.

🔄 Trade-In Terms

To protect both parties:

  • Trade-in items must accurately match their described condition.

  • Items arriving damaged, incomplete, modified, counterfeit, or non-functional may be rejected.

  • Return shipping for rejected trade-ins is the sender's responsibility.

  • Please include clear photos of serial numbers before shipping.

We reserve the right to refuse payment for:

  • Counterfeit items

  • Items with swapped parts

  • Items significantly different from the description

  • Shipments damaged due to inadequate packaging

❓Need Help?

We're happy to help.

Email: help@thevideogamecompany.com