Refund policy

Our store is committed to providing players worldwide with high-quality ACG products and a premium shopping experience. To protect the rights and interests of both parties and to ensure the efficient operation of our logistics and after-sales processes, please read the following purchase, return, and exchange terms before placing an order. Any order successfully submitted through our online store will be deemed to mean that you have read, understood, and agreed to be bound by all provisions of this policy.

I. After-Sales Reporting Period and Product Integrity Requirements

Golden 3-Day Reporting Period:

- After receiving your package, please immediately check the product name, version, and appearance. The reporting period begins on the date shown in the courier delivery record or the date on which the order is collected from the store. If you discover that the wrong product was shipped or that the product has suffered serious transportation damage not caused by you, please contact our customer service department within 3 days of receipt so that we can follow up promptly.

- Product condition requirements: Products submitted for after-sales service must remain brand new and unopened, including but not limited to the external plastic wrapping, original factory seals, product labels, and inner and outer packaging, all of which must remain complete and undamaged. All accompanying gifts, manuals, and accessories must also be returned together with the product.

- Disclaimer: Once a product has been opened, its seal has been damaged, its packaging is incomplete, or it shows any signs of use, we will not accept any return or exchange request, based on the principles of secondary resale and copyright protection.

II. Specific After-Sales Terms for Different Product Categories

Video games, consoles, and standard products:

Except for the special circumstances stated in Section I above, all physical products that have been pre-ordered, purchased, or shipped by our store are not eligible for refunds, whether for cross-border or local purchases.

- Collectible toys, blind boxes, Ichiban Kuji products, and trading cards (TCG): Due to the random nature and special collectible value of blind boxes, Ichiban Kuji products, and TCG products, these products cannot be returned or exchanged once sold, regardless of the reason. This includes, but is not limited to, duplicate styles, styles that are not preferred, or factory defects attributable to the toy manufacturer, such as minor color bleeding, paint chipping, or loose assembly.

- Digital lifestyle merchandise and smart gadgets, such as action cameras and handheld fans:

  Official products with an authorized distributor warranty: If a product comes with an official manufacturer’s warranty and you discover any quality issue or hardware failure after opening the package, please contact the brand’s official authorized distributor or after-sales service center in Hong Kong directly to exercise your warranty rights. Our store is not responsible for the distributor’s after-sales decision.

  Parallel-imported products: We only provide after-sales assistance for initial defects, or DOA defects, reported within 7 days from the date of receipt. This is limited to immediate factory functional defects that are not caused by human actions. After the 7-day period has expired, our store will not provide any further warranty or repair services.

- Digital downloads and virtual products, including prepaid cards, game codes, and DLC:

Due to the reproducible nature and immediate usability of digital virtual products, no refund or replacement will be provided once a digital virtual product has been issued.

Digital download codes, including DLC included with a game or purchased separately, are subject to regional restrictions imposed by the publisher. You must prepare an official account for the corresponding region, such as the Hong Kong, Japanese, or US region, in order to redeem the code through the relevant platform, including PSN, Nintendo eShop, or Xbox Live.

Our store is not responsible for redemption failures caused by cross-region use, technical problems, or account issues. Customers must contact the official game publisher directly for further assistance.

III. Transportation Risks and Logistics Compensation Limits

To ensure that valuable products receive comprehensive protection, we strongly recommend that you purchase shipping insurance at checkout.

If you choose not to purchase shipping insurance and the package is unfortunately damaged or lost during transportation, the maximum compensation amount will strictly follow the maximum limit provided by the relevant logistics channel. Our assistance with claims and compensation limits are as follows:

- Hong Kong local courier services: The maximum compensation is HK$700 per order, approximately equivalent to US$100.

- Standard air mail: The maximum compensation is US$40 per order.

- Cross-border international courier services, including EMS, DHL, and FedEx: The maximum compensation is HK$700 per order, approximately equivalent to US$100.

Note: The review and verification process for submitting a claim to the logistics company generally takes approximately 2 to 3 weeks. The compensation will be paid after the logistics company has formally approved and released the payment.

IV. In-Store Pickup Requirements

Customers who choose to collect their orders from our store in Sham Shui Po must carefully check and inspect the package at the counter, including the product version and accessories.

Once the goods have been taken away from the store, you will be deemed to be fully satisfied with the quality of the products, and no further after-sales request will be accepted.

V. Final Decision

BuyGame2.com reserves the right to amend and interpret the terms of this policy at any time.

For all return and exchange requests, our company reserves the final decision as to whether to accept the relevant request.