Refund policy

At Game Roost, we want you to love what you get. If something isn’t quite right, we’re here to help.

Refunds & Return Eligibility

We offer refunds, replacements, or store credit for:

  • Damaged, defective, or incorrect items
  • Orders not fulfilled correctly (excluding non-returnable items)

If your item is faulty, damaged on arrival, or not what you ordered, please contact us immediately at team@gameroost.co.nz with photos and a description of the issue so we can make it right under the Consumer Guarantees Act (CGA).

For change-of-mind returns, refunds are not guaranteed. These are assessed on a case-by-case basis and may only be eligible for store credit at our discretion.


Pre-Orders & Release Date Changes

  • Refunds & Cancellations: We do not accept refunds or cancellations for Pre-orders (unless product is faulty or damaged).
  • Estimated Dates: Pre-order release dates are estimates ONLY. They can change due to supplier or publisher updates and are beyond our control.
  • Significant Delays: If the release date is significantly delayed (more than 2 weeks), you may request a refund.
  • Processing Fee: Refunds for pre-orders are subject to a 10% processing fee, which helps cover administration and payment processing costs. Pre-orders are for products with estimated release dates, which may change due to factors beyond our control. By placing a pre-order, you acknowledge this and accept the small risk of date changes. Refunds can be issued as your original payment, store credit, or gift card, depending on your preference.
  • Minor Delays: Delays of less than 2 weeks do not qualify for a refund. We will keep you informed of any minor changes and ship your order on the new release date.


Faulty, Damaged, or Incorrect Items

Please inspect your order upon arrival. If your product is damaged, defective, or not what you ordered, you are entitled to a remedy under the Consumer Guarantees Act. We will repair, replace, or refund your item at no cost to you.

Note: Minor packaging damage (e.g., dented boxes, crushed corners, scuffs, or tears) that does not affect the product inside — including trading cards, miniatures, toys, anime figures, or card game accessories — is not eligible for a refund. We will, however, assess each situation on a case-by-case basis.

Email us at team@gameroost.co.nz with your order number, description, and clear photos so we can evaluate and resolve the issue.

Return Window – 14 Days

You have 14 days from the date of receiving your item to request a return.

Eligibility conditions:

  • Item must be unused and in its original condition
  • Must include original packaging and proof of purchase

Contact us at team@gameroost.co.nz before returning anything. Approved returns should be sent to:

Game Roost
33F Triton Drive
Rosedale, Auckland 0632

Returns sent without approval may not be accepted.

Return Shipping

If your return is approved, we’ll provide a shipping label and instructions. Return shipping costs will be deducted from your refund unless the return is due to a defect or error on our part.

Exchanges

Once your return is approved, you are welcome to place a new order for your replacement item to avoid delays.

Refund Timelines

Once we receive and inspect your returned item, we’ll notify you if your refund is approved. Approved refunds are processed to your original payment method (or as store credit/gift card) within 10 business days.

Please allow additional time for your bank or payment provider to complete the refund. Contact us if it’s been more than 15 business days.


Refund Processing Fees

For approved refunds not related to faulty or incorrect products, a 10% processing fee will be deducted to cover administration and payment processing costs. This fee does not apply to refunds for damaged, faulty, or incorrect items under the Consumer Guarantees Act.

Refunds may be issued as:

  • Original payment method
  • Store credit or gift card


Non-Returnable or Non-Refundable Items

Unless faulty or required under NZ law, we cannot accept returns for:

  • Change-of-mind purchases
  • Pre-order items (except for significant delays over 2 weeks)
  • Special-order or made-to-order items
  • Opened or unsealed products
  • Trading card packs (booster, collector packs, etc.)
  • Gift cards
  • Sale or clearance items
  • Customised or perishable goods
  • Hazardous materials (spray paints, etc.)

If you’re unsure whether your item qualifies, get in touch — we’re happy to help.


Ticketed Event Refunds

  • Cancellations
    • 7+ days before the event: Full refund minus 10% processing fee (via store credit or gift card)
    • 7 days or less before the event: 50% refund (via store credit or gift card)
    • No-shows or missed attendance: No refund
  • If Game Roost cancels the event: Full refund or store credit