Return and Refund Policy
Effective Date: 03/10/2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Game Den HQ website located at www.gamedenhq.com.
2. Contact Information
For questions about returns and refunds, please contact our Customer Service team:
Email: Support@gamedenhq.com
Phone: +1 (719) 257-7110
Address:
312 w. 2nd st, 1151, Casper, WY 82601, United States
Hours: Monday – Friday: 9:00 AM – 6:00 PM (MST)
3. Return Eligibility
Customers in United States of America have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.
3.1 Conditions for Return
Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
Original Packaging: The item must be in the original packaging, with all labels and tags attached.
Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return:
Contact Customer Service:
Email us at Support@gamedenhq.com or call +1 (719) 257-7110 within 14 days of receiving your order.
Provide your order number and a detailed reason for the return.
Return Authorization:
After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.
4.2 Preparing Your Return
Package the Item Safely:
Securely pack the item in its original packaging.
Ensure all accessories, manuals, and free gifts are included.
Include Documentation:
Include the return authorization form and any necessary supporting documents or images.
Attach Shipping Label:
Download and print the return shipping label provided in our email.
Affix the label to the outside of the package.
4.3 Shipping the Return
Shipping Method:
Use a trackable courier service.
Return Window:
Ship the item within 7 days after receiving the return authorization.
5. Return Shipping Costs
Customer Responsibility:
All return shipping costs are the responsibility of the customer
6. Specific Return and Refund Conditions
6.1 Returns Due to Change of Mind
Eligibility:
Items must be unused, undamaged, and in original packaging.
Return request must be made within 14 days of receipt.
Refund:
A refund will be issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
Notification:
Contact us within 24 hours of receiving the item.
Documentation:
Provide photos or videos of the defect or damage.
Resolution:
We will offer a replacement or a full refund, including return shipping costs.
6.3 Incorrect Product Received
Notification:
Inform us immediately upon receipt.
Resolution:
As an online retailer, we will coordinate with our vendor to resolve the issue. The responsible party will cover the associated costs.
6.4 Product Never Arrived
Notification:
Contact us if your product does not arrive within the estimated delivery time.
Resolution:
We will initiate an investigation with the carrier.
If the product is confirmed lost, we will offer a full refund or send a replacement product.
6.5 Order Cancellation
Before Shipment:
You can cancel your order for a full refund if it has not yet been shipped.
After Shipment:
If the order has already been shipped, please follow the return procedure after receiving the product.
7. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
Custom or Personalized Products:
Items made to your specifications or clearly personalized.
Gift Cards
8. Manufacturer-Specific Return Policies
8.1 Carl’s Place – Returns and Refunds
Carl’s Place offers a 30-day return policy on most items, subject to the following conditions:
- Some items are non-returnable
- Some items are only returnable if unopened
- Certain products follow alternative timelines
Inspection: All returned items must arrive in new and unused condition. Items deemed suitable for discounted resale may incur a 30% restocking fee. Not all returned items qualify for a refund.
Return Shipping: Customer responsibility
Manufacturer Direct Items: Return eligibility varies by manufacturer. Details are listed on the product page under Product-Specific Return Policies.
Electronics (Carl’s Place)
Open-box electronics may incur restocking fees of up to 20%. Region-locked electronics used outside approved countries may incur additional fees.
Electronics return eligibility by brand:
- BenQ: 30 days, like-new condition, original packaging
- Bushnell: 30 days from ship date, like-new condition
- Epson: 15 days, damaged or defective only
- FlightScope: 30 days, like-new condition
- Foresight Sports: All sales final (warranty claims only)
- Full Swing: 30 days, like-new condition
- Garmin: 30 days, like-new condition
- GolfJoy: 30 days, RMA required, return shipping at customer cost
- LG: 15 days, damaged or defective only
- NVISAGE: 30 days, like-new condition
- Optoma: 30 days, like-new condition
- Panasonic: 30 days, like-new condition
- ProTee: All sales final (warranty claims only)
- Rapsodo: 30 days, like-new condition
- SkyTrak: 30 days, like-new condition
- SurfThing: 30 days, unopened only
- Trackman: 30 days right of withdrawal; unused, complete; return shipping responsibility applies
- TruGolf: 14 days
- Uneekor: 15 days from license activation or 60 days from receipt
Hitting Mats and Turf (Carl’s Place)
- Big Moss: 30 days
- Country Club Elite: 90 days
- Fiberbuilt: 30 days
- TrueStrike: 30 days
Exact eligibility details are listed on each product page.
8.2 BBO Poker Tables
- Returns accepted within 30 days of delivery
- Custom orders (custom armrest materials or layouts) are non-refundable
- 15% restocking fee applies to all returns
- Customer is responsible for all shipping costs
- Refunds issued after inspection and confirmation of no damage
8.3 Killerspin
- Return authorization and proof of purchase required within 30 days of delivery
- Products must be new, unused, and in original packaging
- Rubber, nets, and balls are non-returnable once opened
- 25% restocking fee may apply
- Customer responsible for return shipping unless item is factory defective
- Shipping damage or factory defects will be replaced or refunded
- Refunds may take up to 10 additional business days to appear
Policies are subject to change without notice.
Fun Company does not accept returns due to buyer’s remorse.
Return requests are reviewed case by case and require Game Den HQ approval.
If approved:
- 15% restocking fee applies
- Customer responsible for all return shipping
- Game Den HQ and Fun Company are not liable for return shipping damage
Customers are strongly encouraged to inspect products upon delivery and report issues immediately.
8.5 Arcade, Jukebox, Vending, and Commercial Equipment
Certain arcade machines, game tables, jukeboxes, vending machines, and commercial equipment are sourced through authorized distribution partners.
Due to product complexity, size, and manufacturer restrictions:
- Return eligibility is determined on a case-by-case basis
- Customers must contact Game Den HQ directly to initiate a review
- Game Den HQ will coordinate with the manufacturer to determine whether a return, replacement, or warranty claim is available
- Installation, freight, and handling fees are non-refundable
- Custom, commercial, or made-to-order products may be non-returnable
Approval is not guaranteed and is subject to manufacturer acceptance.
9. Refunds
9.1 Refund Conditions
Approval:
Refunds are issued after we receive and inspect the returned item.
Notification:
We will notify you via email regarding the approval or rejection of your refund.
Condition:
Items must meet the return eligibility criteria outlined in Section 3.
9.2 Refund Processing
Method:
Refunds will be processed to the original payment method used at the time of purchase.
Time Frame:
It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.
9.3 Partial Refunds
Partial refunds may be granted in certain situations:
Condition Issues:
Items not in original condition, damaged, or missing parts for reasons not due to our error.
Late Returns:
Items returned more than 14 days after delivery.
10. Exchanges
Eligibility:
We replace items if they are defective, damaged, or incorrect.
Process:
To request an exchange, contact us at Support@gamedenhq.com.
Shipping Costs:
For defective or incorrect items, we cover the shipping costs.
For exchanges due to change of mind, customers are responsible for shipping costs.
11. Timelines
Return Window:
Returns must be reported and shipped within 14 days of receiving the product.
Return Processing:
After receiving and inspecting the returned item, we will process the refund within 14 days.
Refund Period:
It may take up to 14 days for the refund to appear in your account after approval.
12. Legal Rights
This Return and Refund Policy does not affect any statutory rights you may have under applicable law.
13. Questions and Support
For more information, please:
Contact our Customer Service team:
Email: Support@gamedenhq.com
Phone: +1 (719) 257-7110
Note: By making a purchase on our Website, you agree to this Return and Refund Policy.
Game Den HQ
Support@gamedenhq.com
+1 (719) 257-7110
312 w. 2nd st, 1151, Casper, WY 82601, United States