REFUNDPOLICY

The Geek Out Galaxy store is governed by four connected policy documents. This Refund Policy governs voluntary returns, cancellations, replacements, refunds, product-condition standards, and remedies for order problems.

The other policies explain the information, shipping events, and commercial terms connected with a refund request.

A product page, pre-order offer, promotion, event-pickup campaign, or checkout disclosure may contain additional return or cancellation conditions applicable to that transaction.

A specific disclosure presented before purchase may supplement this policy, but it cannot eliminate a right or remedy that applicable law does not permit Geek Out Galaxy to exclude.

This policy applies to products purchased directly from the Geek Out Galaxy website or through an authorized Geek Out Galaxy campaign.

Products purchased from another retailer, marketplace seller, publisher, convention vendor, or third party are governed by that seller’s policies unless Geek Out Galaxy expressly accepted responsibility for the transaction.

We distinguish between:

• voluntary or change-of-mind returns;
• cancellations requested before fulfilment;
• damaged, defective, incorrect, incomplete, or misrepresented products;
• missing, materially delayed, or undelivered orders; and
• rights and remedies provided by applicable law.

Different evidence, shipping responsibility, and remedies may apply depending on which type of request is involved.

The return must be approved by Geek Out Galaxy before it is sent or delivered back.

Unless Geek Out Galaxy agrees otherwise in writing, an approved return should be shipped or delivered to the authorized return location within 14 calendar days after return instructions are issued.

A voluntary return is not complete merely because a parcel was sent. Eligibility is confirmed after the returned product is received and reasonably inspected.

An approved voluntary return may be refused or adjusted if the product received does not match the authorized item or no longer satisfies the disclosed condition requirements.

Resale-ready condition generally requires:

• the original manufacturer packaging;
• intact shrink-wrap, seals, or security labels;
• all components, inserts, manuals, cards, tokens, and pieces;
• all included accessories and promotional items;
• no writing, stickers, tape, labels, or shipping damage;
• no odours, moisture, contamination, or pet damage; and
• no product registration, activation, or redeemed code.

Board games, card games, puzzles, model kits, books, accessories, and related products are not eligible for a voluntary return once they have been opened, punched, assembled, sorted for play, painted, altered, played, used, registered, activated, or made incomplete.

Opening an item does not eliminate a customer’s ability to report a legitimate defect, missing component, misrepresentation, or other problem that could not reasonably be identified without opening it.

• opened, used, played, punched, or assembled games;
• opened card packs, collectible products, or randomized items;
• assembled, painted, modified, or partially built model kits;
• used puzzles, books, comics, manga, accessories, or tools;
• products missing components, packaging, inserts, or bonuses;
• gift cards and store-value products;
• downloaded, accessed, activated, or delivered digital content;
• personalized, customized, or specially ordered products;
• clearance products expressly marked “Final Sale”;
• event tickets, pickup reservations, or campaign benefits;
• hygiene-sensitive or sealed products whose protective seal has been opened; and
• any product expressly identified as non-returnable before purchase.

“Final Sale” limits only the voluntary change-of-mind return program. It does not remove a remedy that applies to a defective, misrepresented, incorrect, or undelivered product under applicable law.

Include the order number, product name, and a clear description of the issue.

Geek Out Galaxy may reasonably request photographs of:

• the outer shipping package;
• the shipping label;
• the internal packaging;
• the damaged, defective, incomplete, or incorrect product;
• product seals, serial numbers, batch information, or codes; and
• the affected components or areas.

Keep the product, components, and packaging until Geek Out Galaxy confirms whether they are required for inspection, replacement, return, manufacturer support, or a carrier claim.

Depending on the nature of the problem, availability, customer preference, proportionality, and applicable law, Geek Out Galaxy may offer:

• replacement components;
• a replacement product;
• completion of an incomplete order;
• repair or manufacturer support where appropriate;
• an exchange;
• a partial refund accepted by the customer;
• a full refund; or
• another agreed remedy.

Geek Out Galaxy will provide or reimburse reasonable authorized return shipping where the return is required because we supplied a verified damaged, defective, materially misrepresented, incomplete, or incorrect product.

Contact Mission Control if an order is materially delayed, has stopped receiving carrier updates, or is marked delivered but cannot reasonably be located.

Before contacting us about a delivered scan, review the delivery address, household members, building reception, mailroom, community mailbox, safe-drop areas, neighbours, and any carrier delivery notice.

Geek Out Galaxy may open a carrier trace, delivery investigation, or insurance claim. The customer may be asked to provide a written statement or other reasonable information required by the carrier.

A carrier scan does not by itself prevent Geek Out Galaxy from reviewing a credible non-delivery report.

Depending on the investigation, product availability, and applicable law, the resolution may include:

• continued carrier tracing;
• redelivery or collection instructions;
• replacement of the missing goods;
• cancellation;
• a partial or full refund; or
• another agreed remedy.

Geek Out Galaxy may deny a duplicate replacement or refund where reliable evidence establishes that the correct order was delivered to the submitted address and no legal remedy applies.

A customer may request cancellation before an order begins warehouse processing, packing, label creation, special ordering, or another irreversible fulfilment step.

Cancellation is not guaranteed after fulfilment begins. Geek Out Galaxy will make a reasonable effort to stop the order, but an order that has already been packed, dispatched, transferred to a carrier, or committed to a special supplier may need to proceed under the return process instead.

If Geek Out Galaxy approves cancellation before dispatch, the customer will receive the applicable refund to the original payment method and any applicable redeemed G-Credits adjustment.

Geek Out Galaxy may cancel an order where:

• inventory is unavailable or incorrectly recorded;
• a product cannot lawfully or safely be supplied;
• shipping is unavailable to the submitted destination;
• payment authorization fails or is reversed;
• the order appears fraudulent or abusive;
• a material pricing, currency, tax, or technical error occurred;
• the customer does not complete a required verification;
• the customer requests cancellation and it can still be stopped; or
• another lawful reason prevents fulfilment.

If Geek Out Galaxy cancels an order that cannot be fulfilled, we will refund the amount paid for the cancelled goods and any associated charge that should not remain payable.

Pre-orders

A pre-order may generally be cancelled before it enters the Preparing Fulfilment stage, unless a specific campaign or product disclosure stated a different lawful cancellation rule before purchase.

Pre-order lifecycle stages may include:

• Pre-order Confirmed;
• Awaiting Release;
• Preparing Fulfilment;
• Shipped;
• Refund Pending; and
• Pre-order Cancelled.

Once a pre-order enters Preparing Fulfilment, Geek Out Galaxy may already have allocated inventory, begun packing, requested later shipping payment, or committed the shipment for dispatch. Cancellation is therefore no longer guaranteed.

A pre-order that has shipped is handled under the ordinary return rules after delivery.

If Geek Out Galaxy cannot supply a pre-order, the affected product amount will be refunded. Any later shipping payment collected specifically for a shipment that will not be sent will also be refunded.

A material release delay does not eliminate a cancellation or refund right provided by applicable law or the specific pre-order offer.

Backorders

A backorder may be cancelled before the product begins fulfilment. If the backordered product has already entered packing or dispatch, the normal return rules may apply instead.

If a backordered product cannot reasonably be supplied, Geek Out Galaxy may offer an alternative, cancel the affected item, or issue the applicable refund.

Do not send a return without first receiving authorization and return instructions from Geek Out Galaxy.

A return request should include:

• the order number;
• the product being returned;
• the reason for the request;
• the current product and packaging condition;
• photographs where requested; and
• the preferred resolution.

A voluntary change-of-mind return must be packed securely to prevent damage in transit.

The customer is responsible for the return shipping cost and transit risk for a voluntary return unless Geek Out Galaxy expressly agrees otherwise.

A trackable and appropriately insured return service is recommended. Geek Out Galaxy is not responsible for a voluntary return that is lost or damaged before it is received.

Geek Out Galaxy will provide a return label, arrange collection, or reimburse a reasonable authorized shipping cost where the return is required because of a verified Geek Out Galaxy error, transit damage, defect, material misrepresentation, or other circumstance for which we are responsible.

A customer should not independently purchase an unusually expensive return service and assume it will be reimbursed. Obtain authorization before incurring a return cost that Geek Out Galaxy is expected to pay.

Geek Out Galaxy does not issue a cash refund for a payment made by credit card, debit method, payment wallet, gift card, store value, or redeemed G-Credits unless required by law.

For an ordinary approved return, Geek Out Galaxy normally initiates the refund within five business days after:

• the returned product is received;
• the product and contents are reasonably inspected;
• the return is confirmed to satisfy the applicable conditions; and
• the final refund amount is determined.

A cancellation that does not require a physical return may be processed after the cancellation is approved and the order, inventory, payment, shipping, tax, and rewards records are reconciled.

A payment provider, card network, or financial institution may require additional time to post the credit after Geek Out Galaxy initiates it.

A refund required by consumer-protection legislation will be processed within the period required by that legislation.

Geek Out Galaxy will not issue duplicate recovery through a refund, replacement, chargeback, insurance claim, carrier claim, marketplace claim, and rewards restoration for the same loss.

Original shipping charges

A customer-paid outbound shipping charge is ordinarily non-refundable for a voluntary change-of-mind return because the purchased delivery service was completed.

If the return results from a Geek Out Galaxy error, verified defect, material misrepresentation, non-delivery, or another circumstance for which the original shipping charge should not remain payable, that shipping charge will be included in the applicable remedy.

If an eligible order received free standard shipping through a member benefit, Geek Out Galaxy will not create a retroactive outbound shipping charge solely because the product is voluntarily returned.

Discounts and promotions

A refund is based on the amount actually paid for the returned product after discounts, coupons, promotional allocations, account benefits, or other order adjustments.

Where a discount depended on buying multiple products, reaching a threshold, or retaining a bundle, returning only part of the purchase may require a reasonable recalculation of the remaining order.

Geek Out Galaxy will not refund more than the amount actually paid or otherwise legally recoverable for the affected product.

Taxes

Applicable sales taxes collected by Geek Out Galaxy will be adjusted consistently with the taxable amount refunded and the governing tax rules.

International duties and brokerage

Customs duties, import taxes, brokerage, carrier-disbursement charges, and other destination-country costs paid directly to a government, carrier, broker, or postal operator are not held by Geek Out Galaxy and generally cannot be refunded by us.

The customer may need to apply to the applicable customs authority or service provider for any available adjustment.

• G-Credits redeemed against the refunded portion of an order are restored to the customer’s account when the refund reconciliation is completed.
• G-Credits and Galaxy XP earned from the refunded portion are reversed or recalculated.
• A partial refund results in a proportional or transaction-based rewards adjustment rather than reversal of unrelated rewards.
• A full refund ordinarily reverses the purchase rewards earned from that order.
• A price-only adjustment does not restock physical inventory.
• A product return, cancellation, or failed fulfilment may restore inventory where appropriate.

A refund cannot create a combination of cash, payment credit, store value, restored G-Credits, retained rewards, replacement goods, or another benefit that exceeds the legitimate resolution of the transaction.

If an account lacks sufficient G-Credits or Galaxy XP to reverse rewards previously earned from a refunded transaction, Geek Out Galaxy may apply an account adjustment consistent with the rewards terms and applicable law.

An exchange is subject to product availability. Geek Out Galaxy does not guarantee that the same edition, printing, language, colour, version, or product will remain in stock.

Where an exchange is approved but the replacement product has a different price, any additional charge or refund will be disclosed before the exchange is completed.

Some publishers and manufacturers provide replacement components or product warranties directly. Geek Out Galaxy may help connect a customer with that process where it is practical and appropriate.

A manufacturer warranty or replacement-parts process is in addition to, and does not remove, a remedy for which Geek Out Galaxy remains legally responsible.

Normal wear, misuse, accidental damage after delivery, improper storage, unauthorized modification, lost components, and damage caused by assembly or use are not manufacturing defects.

Geek Out Galaxy may update this Refund Policy to reflect changes to products, fulfilment practices, payment systems, rewards, carrier processes, or legal obligations.

The revised policy will be posted on this page with an updated effective date and version number.

A revised policy applies to future purchases from its stated effective date. Return and cancellation terms specifically disclosed and agreed when an earlier order was placed continue to govern that order unless a change is required by law or agreed with the customer.

Changes to this Refund Policy do not automatically amend the Privacy Policy, Shipping Policy, or Terms and Conditions. Each document maintains its own effective date and version.

Requesting support

Submit a return, cancellation, replacement, damage, non-delivery, or refund request through our Contact Mission Control page.

Include the order number, affected product, reason for the request, relevant dates, and supporting information reasonably required to assess the issue.

Do not submit credit-card information, account passwords, government identification, or unnecessary sensitive information through the general contact form.

Consumer rights and legal priority

This policy does not exclude, waive, or restrict a consumer right, statutory warranty, cancellation right, refund right, or other remedy that cannot lawfully be excluded, waived, or restricted.

Where applicable legislation provides a customer with a right to cancellation, delivery, repair, replacement, refund, or another remedy, that legislation prevails over an inconsistent provision of this policy.

A voluntary-return limitation does not make a customer responsible for a defect, misrepresentation, incorrect product, non-delivery, or another problem for which Geek Out Galaxy is legally responsible.