EB Games return & refund policy

About the EB Games return policy

Returning faulty products

The Australian Consumer Law (ACL) applies to the return of all faulty products or products that don’t work as expected.

The ACL recognizes two types of failures: major and minor. Depending on the nature of the problem different outcomes are possible:

• You can ask for a full refund, exchange, or repair in case of a major failure. It’s up to you to decide which one you prefer.
• However, EB Games will decide how to handle minor failures. Most likely they will try to repair the product. If that is not possible or would take unreasonably long, they will offer you a replacement product.

The above return rules only apply to products with failures not caused by misuse or neglect. EB Games will examine all products returned under the ACL to determine the nature of the issue.

Does EB Games offer a “change of mind” return?

Yes, EB Games has a 7-days “change of mind” return policy. You can return a product to EB Games even if it’s not faulty, provided that the following terms are met:

• the return must be made within 7 days after the purchase
• the product must be in a resaleable condition
• the product is returned in its original packaging with all accessories, gifts, bonuses, etc.
• the product is not subject to the exclusions list

At certain times of the year (e.g. after Christmas) EB Games might decide to extend the 7-day window for change of mind returns.

Exclusions

Due to the nature of certain products, EB Games doesn’t accept them under their “change of mind” return policy:

• gift cards
• iTunes cards
• software that has been used
• console hardware, headsets

How to return an item to EB Games?

Your best bet is to contact their customer service first.

In case of in-store purchases, using Afterpay or Zip as a payment method, you can go into your local EB Games stores and ask for assistance.

If you have paid using PayPal, you should contact their customer service.

Proof of purchase

No matter if you’re returning a faulty item under the ACL or using the 7-days change of mind return, you need to prove the item was indeed purchased from EB Games.

The best way to do that is to show the original receipt. If you don’t have it, just ask customer support what other methods they accept.

Most companies accept credit card statements and tax invoices, even though EB Games doesn’t mention these on its website.

What warranty does EB Games offer?

EB Games offers a manufacturer’s warranty for most of its products and encourages you to contact their customer service if you are experiencing issues.

The Warranties and Consumer guarantees parts of the ACL, apply to your purchases at EB Games, and protects you in case of receiving a faulty product.

Extended protection – the EB Care plan

When buying certain products, you can purchase an extended protection plan, called “EB Care”. The plan is only available if you are a member of their EB World loyalty program.

This plan protects you from all kinds of failures, including accidental damage. (Albeit it doesn’t offer protection for lost or stolen items.)

The plan can be purchased for consoles (2-3 years), controllers (1-2 years), and games (1 year).

If you make a claim under the EB Care plan, EB Games will try to repair the product or replace it with an equivalent product.

EB Games refund policy

The ACL allows you to ask for a refund in case of a major failure of the purchased product.

You can also get a refund when returning an unused product under the EB Games “change of mind” return policy.

In other cases, you are unlikely to get a refund.

If the product has a minor failure, you are still entitled to compensation under the ACL. However, in this case, EB Games will choose the appropriate way to compensate you. They will likely try to repair the product or offer an exchange.

EB Games exchange policy

The same applies to exchanges as refunds. In case of major problems, or faulty products you can ask for a replacement.

However, minor problems do not entitle you to exchange, EB Games might choose to repair the product in such cases.

Returns & refunds as an EB World member

EB World members several benefits when it comes to returns and refunds:

• Game Guarantee: If you don’t like a game you purchased, you can return it for a full refund. Level 1-3 has 7 days for that, level 4 and 5 members have 10 and 14 days respectively.
• Gift Guarantee: If you bought/received a gift that you don’t like, you can return it for a full refund. Level 1 & 2 members have 14 days, and level 3-5 members have 30 days for that.

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