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Returns and Refunds Policy

ORDER CONFIRMATION

As soon as you place an order, you will get a confirmation email. Please review the payment and delivery details very carefully, and in case of an error, contact us right away. There might be additional fees applied if the information needs to be corrected after the shipment as a result of a customer error or a typo.  

All of the orders we receive are normally processed on the same day. Depending on the supplier and the product, lead time may be extended. In case the product is out of stock, we will register your order as a backorder and let you know the moment it’s ready for shipment.  

 

CANCELLATIONS & RETURNS

We strive to achieve 100% customer satisfaction. Thus, we are more than happy to cancel your order or adjust it in any way, BEFORE the order is shipped or enters production (also for back-ordered products) completely free of charge for you. Read below to know all our returns and cancellation policies and scenarios. 

  1. You can cancel the order anytime. However, if you cancel your order BEFORE the product goes into production (in case you have a custom order that needs modifications) you can have a full refund. We strongly suggest you contact us as soon as possible for cancellation, as your product may go into production at any time. In case you cancel the order BEFORE it is processed, no penalty fees will apply. Otherwise, you can face a cancellation fee. 
  2. In case you want to cancel your order AFTER it goes into production for the custom order; unfortunately, WE WILL NOT BE ABLE TO ACCEPT CANCELLATIONS OR ALTERATIONS. Remember, that for example, pool tables are considered to be custom orders, as the production begins on demand. It is very important that you confirm the details of the order before placing it and when you get the confirmation email, as we will not be able to change anything once the product is in production. The details you need to pay attention to are - color, size, dimensions, and so on. 
  3. In case you want to cancel your standard (meaning you purchase the product as is, without any alterations) order BEFORE it gets shipped you can cancel it for a full refund before it gets processed. Contact us as soon as possible for cancellation, as your products could be shipped at any time. If you cancel the order before it gets processed, there will be no cancellation fees. Otherwise, there might be additional cancellation fees.  
  4. You can also cancel the standard order AFTER it has been shipped. In this case, you are entitled to a full refund, but some fees will be deducted - the both-way shipping costs and restocking fee of 25%. You will get the refund as soon as the warehouse confirms that they got the product on their end. We will try to reserve the delivery on our end, but please do not accept the delivery, in case we fail to reserve it. 
  5. In case you want to return the item AFTER you RECEIVED it due to its malfunction or missing parts. In case the product wasn’t damaged during the delivery but is still not working properly, you need to file a warranty claim directly with the manufacturer. The warranty paperwork is included in the original box and has all the instructions on how to proceed in this case. Please note, that the manufacturer and not Game Please is responsible for any missing parts or defects of the product.  
  6. In case you want to return the item, on the basis that it has been damaged during shipping, make sure to thoroughly inspect and note all the damages BEFORE you sign the receipt. In case the item is damaged beyond repair, DO NOT ACCEPT the delivery and note “refused due to damage” on the receipt. Contact us right away, to notify us of the return shipment. In this case, make sure to take pictures of all the damages. However, if the product is damaged, but can be repaired with replacement parts, you should ACCEPT the delivery and within 5 days send Game Please the pictures of all the damages.   
  7. In case you have received the item in good condition, however still want to return it, you can do so only if all the below-stated conditions are met: 
    1. The product can’t be opened or used. The original packaging needs to be intact. 
    2. Notify us within 30 calendar days of delivery that you want to return the item
    3. We need to give you the RMA Number and return instructions, so please contact us before returning the item.

In case you don’t meet all the above-mentioned conditions, the product will come back to you and no refund will be issued. 

However, if you meet all the above-mentioned conditions, the refund will be given to you in one of the following two ways, which will be discussed with you beforehand:

  • You can either get a store credit in the amount of the order, minus the costs for handling shipping, OR
  • You can get the full amount for the item, MINUS the shipping and handling costs for both ways and the 25% restocking fee. 
  • In case you physically can’t accept the curbside delivery, the shipping company will return the product to us. In this case, you will get the full refund, MINUS the shipping costs for both ways and the 25% restocking fee. In case you want the product, you can reschedule the delivery for a more convenient time, or for when you have enough help to unload the product from the freight truck. You will be responsible for all the actual cost of the shipment, and any other penalties that the freight company sees fit.  

 

In case you confirm or request to cancel your order after 24 hours, we will deduct a non-refundable fee in the amount of 3% from your refund. 

 

COLOR DISCLAIMER

We do our best to accurately show the product’s color on our website. However, due to different screens, resolutions, and settings, the color may slightly differ in real life, when you inspect the product upon delivery. 

When purchasing, you agree to buy the product based on how its shown and described. 

Returns based on buyer’s remorse and the color won’t be accepted. 

 

FREE GIFTS & COUPONS

  • There are the coupon codes we accept site-wide:
    • Kettler
    • Valley
    • Dynamo
    • Tornado
    • Imperial
    • Shelti
    • Garlando
    • Gold Standard
    • Aramith
    • RAM
  • We accept coupons and free gifts only for orders that are $100 and higher
  • The free gifts are shipped apart from the main order and may take up to 4-8 additional weeks to arrive. 
  • You can only have one discount/promotion per order 
  • You can get just one free gift per order
  • It is within our rights to cancel any free gift or coupon code at any time.

 

Blanket Policy

Please be aware, that we are trying our best to keep all the policies updated, however, some of the information might be incomplete as the manufacturer’s policies are constantly changing. We do update our website on a regular basis with the latest’s updates from the manufacturer. However, if the information on our website differs from the one of the manufacturers’, please do follow their shipping and return policies. 


 

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