Refund policy

GameLab Australia Refunds & Resolutions Policy

1) Change-of-mind purchases

We do not offer returns, exchanges, or refunds for change of mind, including (but not limited to): ordering the wrong item, deciding you no longer want the product, preference changes (colour/model), or finding the same item cheaper elsewhere.

2) Your rights under Australian Consumer Law (ACL)

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a problem and doesn’t meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement, or refund, depending on the issue.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the ACL.

3) What we will resolve (eligible issues)

A) Faulty / defective items (consumer guarantee issues)

If your console is faulty or not as described, contact us and we will assess the issue and provide the appropriate remedy in line with the ACL:

  • Major failure: you may choose a refund or replacement (and may also be entitled to compensation for reasonably foreseeable loss).

  • Minor failure: we will offer a repair (or replacement if repair isn’t available or can’t be done within a reasonable time).

How to lodge a claim:
Email support@gamelabau.com with your order number, a clear description of the issue, and any photos/videos requested to help us diagnose it. We may troubleshoot first before arranging a remedy.

Returns for assessment/repair:
If the item needs to be inspected, repaired, or replaced, we’ll provide return instructions. Where required under the ACL, we will cover or reimburse reasonable return postage/shipping costs for eligible claims.

B) Damaged in transit (delivery damage)

If your parcel arrives visibly damaged:

  • Email support@gamelabau.com within 48 hours (2 days) of delivery

  • Include clear photos of the product, internal packaging, and outer shipping box/label

This timeframe is required so we can investigate promptly and, where relevant, lodge a courier claim.
Note: This does not limit your ACL rights for faulty/non-conforming goods.

C) Wrong item received

If you received the wrong product:

  • Email support@gamelabau.com within 48 hours (2 days) of delivery

  • Include a photo of the item received and your order number

We’ll confirm the issue and arrange the appropriate resolution.

D) Order marked delivered but not received

If tracking shows “delivered” but you did not receive your order:

  1. Check neighbours/reception/building management and your local delivery office

  2. Email support@gamelabau.com within 2 days of delivery confirmation

We will investigate with the courier and provide a resolution if the parcel is deemed lost.

4) Order cancellation

  • Before dispatch: If your order hasn’t shipped, you may request cancellation by emailing support@gamelabau.com. If approved, we’ll issue a refund.

  • After dispatch: Orders can’t be cancelled once shipped. Change-of-mind returns are not offered (see Section 1).

5) Refund processing times

  • Once approved, refunds are processed to the original payment method.

  • Refunds are issued within 7 business days after approval and/or verification (where applicable).

  • Bank/payment provider processing may take up to 10 business days for funds to appear.

6) Contact

For all refund/resolution requests:
Email: support@gamelabau.com
Hours: 9:00 AM – 5:00 PM (Mon–Fri)