Returns Policy
Returns Policy
30-Day Returns · Clear Return Support · International Customer Protection
Customers may request a voluntary return within 30 calendar days after delivery of the relevant item.
Change-of-mind return shipping costs are paid by the customer where permitted by applicable law. If a product arrives damaged, defective, cannot power on, or is incorrect, iGameConsole will provide an appropriate solution and cover reasonable return shipping costs.
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Return Window
Customers may request a voluntary return within 30 calendar days after delivery of the relevant item.
The 30-day voluntary return policy applies to eligible products and does not remove or limit any mandatory consumer, warranty, withdrawal, or statutory rights that apply in the customer’s location.
For orders delivered to the European Union or European Economic Area, the applicable statutory withdrawal period may begin when the last item in a multiple-item order is delivered.
Change-of-Mind Returns
You may request a return if you change your mind, order the wrong product, or decide that the product is not the right fit, provided that the request is submitted within the applicable return period.
For change-of-mind returns, return shipping costs are paid by the customer where permitted by applicable law and where this responsibility was disclosed before purchase.
Customers may reasonably inspect and test a product to determine its nature, features, and functionality. The product should be returned with the accessories, cables, packaging, MicroSD card, manuals, and other items included with the order, where applicable.
Missing accessories, substantial use, unauthorized modification, misuse, accidental damage, or damage caused after delivery may affect return eligibility or the refund amount where permitted by law.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, cannot power on, has a verified hardware defect, or contains the wrong product, contact us as soon as possible at [email protected].
Please include your order number and, when available, clear photos or a short video showing the issue. This helps our support team review the situation and resolve it faster.
If the issue was caused by iGameConsole, the carrier, or a product defect, we will provide an appropriate solution. Depending on the situation, this may include a replacement, repair assistance, or a refund.
We will cover reasonable return shipping costs for products that arrive damaged, are defective, or are incorrect.
Please report visible shipping damage promptly so that we can assist with any carrier claim. A request to report visible damage promptly does not remove any consumer, warranty, or statutory rights that apply under applicable law.
Return Condition Requirements
Returned products should be sent back in a condition that allows us to inspect and process the return.
Where applicable, please include:
- The console or purchased product
- The included MicroSD card
- Charging cables and accessories
- Original packaging and manuals
- Any other items included with the order
Reasonable inspection and ordinary handling are allowed. Where permitted by law, we may reduce a refund if a product has been substantially used, damaged, modified, or returned with missing components.
We will not apply a reduction for reasonable inspection or handling that is permitted by applicable consumer law.
How to Request a Return
Before sending anything back, contact our support team at [email protected].
Please include:
- Your order number
- The name of the product
- The reason for the return or refund request
- Photos or video if the product is damaged, defective, or incorrect
Our team will review the request and provide written return instructions when the request is approved.
Start a Cancellation or Return Online
Sign in to your customer account to submit a cancellation request before your order ships, or to start a return request after delivery.
Or open this address directly: https://account.handheldgameconsoles.games
Do not send a product to an address that has not been provided or approved by our support team. Items returned without prior authorization may be delayed or may not be accepted.
The correct return address will be provided in the return authorization instructions. The return address may vary depending on the destination and the order.
Refunds and Processing Time
After an approved return is received and inspected, we will notify you of the outcome.
Approved refunds are issued to the original payment method within 10 business days after the refund is approved. Your bank, card issuer, or payment provider may require additional time to display the refund.
If 15 business days have passed after refund approval and the refund has not appeared, contact us at [email protected].
For destinations served by our 4PX DDP shipping arrangement, applicable import duties and import taxes are handled by iGameConsole and its logistics partners as part of the delivery arrangement. Customers should not be asked to pay the same import charges again when the order is delivered.
If a carrier or customs office requests payment of import duties or import taxes for an order shipped under the applicable 4PX DDP arrangement, contact us with your order number, tracking details, and any payment request or receipt. We will review the matter with the logistics provider and handle it according to the order records and applicable law.
Original shipping charges, expedited shipping upgrades, and local carrier handling charges are handled according to the order details, the applicable return process, and applicable consumer law. Where applicable law requires the refund of standard outbound delivery charges, those charges will be handled according to that law.
Where applicable law requires the refund of standard outbound delivery charges, those charges will be handled according to that law.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs where permitted by applicable law and where this responsibility was disclosed before purchase.
For products that arrive damaged, are defective, or are incorrect, iGameConsole will provide reasonable assistance and cover reasonable return shipping costs.
Return shipping arrangements must be approved by our support team before the product is sent back.
Exchanges and Replacements
For damaged, defective, or incorrect products, we may provide a replacement when the requested product is available.
If the requested replacement is unavailable, we may offer a refund or another appropriate solution.
For a change-of-mind exchange, the original order is normally handled as a return and the replacement product is placed as a new order. Any applicable price difference and return shipping responsibility will be explained before the exchange is processed.
For additional information, please review our Exchange Policy.
European Union and European Economic Area Customers
Customers in the European Union and European Economic Area may have a statutory right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.
For orders containing multiple items, the statutory withdrawal period may begin when the last item in the order is delivered, as required by applicable law.
Customers may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality. Where permitted by law, a reduction in value may apply if the product has been handled beyond what is reasonably necessary.
For a valid statutory withdrawal, the customer may be responsible for the direct cost of returning the goods where this responsibility was disclosed before purchase. We will refund the amounts required by applicable law, including standard outbound delivery charges where required.
For defective, damaged, or incorrect products, customers may have additional statutory remedies. These rights are separate from and are not limited by our voluntary 30-day return policy.
Customers may submit a withdrawal or return request by contacting [email protected]. Where an electronic withdrawal or self-serve return function is available on the store, customers may also use that function.
United Kingdom Customers
Customers in the United Kingdom may have statutory cancellation, refund, and consumer rights for online purchases, including rights relating to goods that are not as described, not of satisfactory quality, or not fit for their intended purpose.
Where UK law provides a statutory cancellation or return period, this policy does not limit those rights. The applicable statutory rules will apply in addition to, or instead of, any voluntary return rule where required by law.
UK customers may contact us at [email protected] to request cancellation, withdrawal, return, replacement, or refund support.
United States, Canada, Australia, and Other International Customers
For customers outside the European Union, European Economic Area, and United Kingdom, the voluntary 30-day return policy applies to eligible products unless a different mandatory rule applies in the customer’s location.
Consumer, warranty, product-quality, and refund rights may vary by state, province, territory, or country. This policy does not limit rights that cannot legally be excluded.
Final Sale and Non-Returnable Items
Gift cards and products clearly identified as final sale are not eligible for voluntary change-of-mind returns, except where a refund, return, replacement, cancellation, or other remedy is required by applicable law.
Personalized or custom-configured products may be excluded from voluntary returns only when the exclusion was clearly disclosed before purchase and where permitted by applicable law.
Final sale status does not remove rights relating to defective, damaged, incorrect, unsafe, or misdescribed products where those rights apply.
Technical Support
Every unit includes up to 90 days of technical support from the delivery date.
Technical support may include:
- Basic device setup
- Game loading or software questions
- Display or audio settings
- Button or D-pad calibration
- Firmware and configuration questions
- General setup and performance guidance
Technical support is different from a hardware warranty. Hardware defects, accidental damage, misuse, unauthorized modification, and mandatory statutory remedies are handled according to the applicable return, warranty, and consumer-protection rules.
Please contact us before returning a product. Some setup or configuration questions may be resolved remotely without requiring a return.
For additional information, please review our Warranty Information.
Returns FAQs
How many days do I have to request a return?
Customers may request a voluntary return within 30 calendar days after delivery of the relevant item, subject to the conditions of this policy and any mandatory rights that apply.
Who pays return shipping?
The customer pays return shipping for a change-of-mind return where permitted by applicable law. iGameConsole covers reasonable return shipping for damaged, defective, or incorrect products.
Can I open and inspect the product?
Yes. Customers may reasonably inspect and test the product. Substantial use, misuse, modification, damage, or missing components may affect the refund where permitted by law.
What if my console arrives damaged or does not power on?
Contact us as soon as possible with your order number and photos or video if available. We will review the issue and provide an appropriate solution, which may include a replacement, repair assistance, or refund.
When will I receive my refund?
Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or payment provider may require additional time to display the refund.
Where do I send my return?
Contact us before sending anything back. The correct return address and instructions will be provided after the return request is reviewed and approved.
Need Return Assistance?
For return, refund, exchange, cancellation, warranty, or technical-support questions, contact us at:
We aim to respond to customer-support requests within one business day.