Returns & Refunds Policy

We proudly extend the option of returns or exchanges to most full-price and sale products for our Australian customers. Please review the details below for further information. Please note that returns are not available for international orders. All orders are subject to our terms of sale as outlined in our Terms of Service.

RETURNS WINDOW

Click & collect

Online (Australia)

International Orders

30 days after collection

30 days from date of delivery or collection

We do not accept returns for international orders



CHANGE OF MIND

We are more than happy to offer an exchange or store credit for change of mind purchases. Please be aware that cash refunds for change of mind orders are not provided. Refunds are subject to the following conditions:

  • The returned products must be in sealed, unused, and resellable condition.
  • Proof of Purchase must accompany the returned product.
  • The request for return or exchange is made within 30 days from the purchase or collection date.
  • The product is not a Trading Card Game (TCG), including Sports Cards.
  • The item was not purchased as an in-store exclusive clearance product.
  • Pre-ordered products cannot be cancelled within 1 week of the due date.
  • Change of mind orders will incur the initial shipping charge and the return shipping charge. For example:

If your order was $90 + $10 shipping, totalling $100, the return shipping is $10. Your final refund amount will be $100 - $10 - $10 = $80.

All returns will undergo careful inspection by our staff to ensure adherence to the above conditions prior to approving an exchange or refund. We expect our customers to inform us of any issues related to their order before returning the product to us for consideration. Returns that do not meet the above conditions will not qualify for a refund or exchange.

FAULTY PRODUCTS

At Eclipse Games Puzzles Novelties, we strive to offer an exceptional experience for all our valued customers. We work diligently to ensure that our inventory is free from damage or defects before shipping. However, there may be instances where an item is received damaged or defective due to manufacturing errors by the product's publishers or issues during shipping by our courier partners.

Defective items include (but are not limited to):

  • Broken parts
  • Missing parts
  • Manufacturing inconsistencies
  • Damage sustained during delivery

Defective items do not include:

  • Products specified as a random assortment of potential items where a specific item was not received.
  • Products that include cards subject to a random draw, such as TCG products and Sports Cards.

If you have received an item that you believe to be damaged or defective, kindly contact our customer service team (through the Help widget below, right or email info.eclipsegames@gmail.com) and provide:

  • Proof of Purchase (POD)
  • Order Number
  • Photographic evidence of the defect or damage, including packaging, if applicable.

We assess all claims on a case-by-case basis and will respond to your inquiry within 48 business hours. If we determine that the product is indeed faulty, you will be entitled to one of the following remedies:

  • Replacement of the faulty part (including postage paid by us, if applicable)
  • Replacement of the entire faulty product (including postage paid by us, if applicable)
  • Full refund of the purchase price for the affected product (including postage, if applicable).

Eclipse Games Puzzles Novelties is dedicated to working with you to fully comprehend the extent of your issue and provide an appropriate and satisfactory resolution. We kindly ask for your patience as our team processes your inquiry to ensure effective communication with our team, suppliers, and publishers where necessary, in order to deliver the best possible outcome.

RECEIVING AN INCORRECT PRODUCT OR AN EXTRA ITEM

While striving for efficient order fulfilment, we acknowledge the possibility of human errors within our packing and shipping processes. In rare instances, you may receive an incorrect or extra item in your delivery.

Should this occur, please contact our customer service team (through the Help widget below, right or email us at info.eclipsegames@gmail.com) as soon as possible, providing:

  • Your Order Number
  • Details of the encountered issue
  • Photographic evidence of the received products.

We will assess the situation and work with you to swiftly resolve any such issues.

REFUNDS

Any approved refunds will be processed via your original payment method and you will be notified as soon as this occurs.

Payments made via credit/debit card may take up to 5 business days to reflect in your account. This is dependent on the policies of your financial institution and out of Eclipse’s control.

RESTOCKING FEE

Eclipse Games is committed to providing quality products and exceptional customer service. We understand that returns and exchanges may be necessary on occasion. To help cover the costs associated with processing returns and to maintain competitive pricing for all our customers, a restocking fee may apply under the following circumstances:

  • Non-Defective Returns: If a customer wishes to return a product that is not defective or damaged, Eclipse Games may charge a restocking fee. This fee will be a percentage of the product's purchase price and will be determined at our discretion. The restocking fee is intended to cover the cost of inspecting, repackaging, and restocking the product.
  • Defective or Damaged Returns: If a product is returned due to defects in materials or workmanship or if it arrives damaged, Eclipse Games will not charge a restocking fee. We will work with the customer to facilitate a return, exchange, or refund as appropriate.
  • Exceptions: Some products may be exempt from restocking fees at Eclipse Games' discretion. This exemption will be communicated to the customer at the time of purchase or return.

Customers are encouraged to review our return policy for specific details on the return process and any applicable restocking fees. By making a purchase from Eclipse Games, customers acknowledge and agree to the terms of this restocking fee policy.

Eclipse Games reserves the right to update or modify this restocking fee policy at any time without prior notice. Customers are encouraged to review this policy periodically to stay informed about any changes.

For further inquiries or clarification regarding our restocking fee policy, please contact our customer support team.

RETURN TO SENDER

If an order is returned to our warehouse due to an error on part of the customer, including (but not limited to):

  • Failure to collect from Post Office or Drop Location within courier hold time frame,
  • Failure to accept Same Day Re-delivery
  • Providing incorrect or incomplete delivery address at checkout,
  • Refusing any applicable customs fees or the delivery itself,

we will contact you immediately to ascertain how you would like to proceed with your order, subject to the following conditions:

REFUND/FAILURE TO RESPOND:

If a refund for the RTS order is requested or the customer fails to respond to our contact within 24 hours, the order may be refunded and re-stocked into our warehouse inventory, less the following charges:

  • The shipping cost already paid by the customer on ordering
  • The standard return to sender fee we incur from our couriers as a result
  •  A 5-10% processing and handling fee of the total purchase price, for services rendered in this process
  •  Any applicable customs fees charged for the return of your international order back to our warehouse.

If a customer wishes to have their order re-shipped, an additional shipping charge will incur.

ORDER CANCELLATIONS OR AMENDMENTS

After your order has been placed it immediately begins to process through our system to make its way to you as quickly as possible! After this process has begun, it is very difficult to cancel or amend an order.

While we cannot guarantee this is possible, please contact customer service (through our Help widget below, right or email us on info.eclipsegames@gmail.com) urgently should you wish to check, including the following information in your request:

  • Your Order Number/s
  •  Your specific amendment request – including (where applicable): providing a full and correct address (including any business name/s) and, any additional product barcodes (found at the bottom right corner of the menu to the right of our product listing)
  • Your specific cancellation request

Any requests unable to be actioned will be subject to our Change of Mind Return Conditions, above.