Refund policy

Last updated: 11 September 2025
Contact email: bjsgamevault@gmail.com

At BJS Game Vault, we want you to enjoy your purchase as much as the games you play. If something isn’t right, we’ve got a straightforward returns policy to make things easy.

30-Day Return Window

You have 30 days from the day your order arrives to let us know if you’d like to send something back.

To qualify for a return, items need to be:

  • In the same condition you received them

  • Unused and unworn, with original tags attached

  • In the original packaging with all parts, manuals, and accessories included

  • Accompanied by your receipt or proof of purchase

👉 To get started, drop us a message at bjsgamevault@gmail.com. Please wait for confirmation before sending anything back — items posted without prior approval won’t be accepted.

Return Address & Process

Once your return is approved, we’ll provide you with:

  • A return shipping label

  • Clear instructions on how and where to send your package

Damaged, Faulty, or Wrong Item?

Mistakes happen. If your item arrives damaged, faulty, or not what you ordered, email us straight away with photos. We’ll review the issue quickly and put things right.

What Can’t Be Returned

Not everything can be sent back. Here’s what’s excluded:

  • Digital products (games, codes, DLCs, or software once opened/activated)

  • Headsets, earbuds, or hygiene-sensitive items that have been opened

  • Custom or personalized products

  • Gift cards

  • Sale items (final sale, no returns)

  • Hazardous or perishable items (not common here, but worth noting)

If you’re unsure about a product before buying or returning, just ask — we’re happy to help.

Exchanges

Need a different size, color, or model? The quickest way is to:

  1. Return your current item

  2. Place a new order once the return is approved

EU Customers – 14-Day Cooling-Off

For customers in the European Union: you’re entitled to a 14-day cooling-off period. This means you can cancel or return your order within 14 days of delivery, no questions asked, provided the product is unused and in its original condition.

Refunds

Once your return arrives, we’ll inspect it and confirm by email whether your refund has been approved.

  • Approved refunds will be processed back to your original payment method within 10 business days.

  • Banks and card providers may take a little longer to show the refund on your account.

If it’s been over 15 business days since your refund was approved and nothing has shown up, get in touch at bjsgamevault@gmail.com and we’ll sort it out.

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