We want you to be satisfied with your purchase. If there is an issue with your order, please contact us and we will work with you to resolve it as quickly as possible.

By placing an order through our store, you agree to the terms outlined in this Refund & Returns Policy.

 

Damaged, Defective, or Incorrect Items

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If your item arrives damaged, defective, or you receive an incorrect item, please contact us within 14 days of delivery.

To help us assess the issue, we may request:

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• Your order number

• A description of the issue

• Clear photos of the item and packaging

• Any other information reasonably required to investigate the claim

 

Depending on the circumstances, we may offer:

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• A replacement item

• A refund

• Another appropriate resolution

 

Claims submitted without sufficient information may require additional review before a resolution can be provided.

 

Lost, Missing, or Undelivered Orders

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If your order has not arrived within the estimated delivery timeframe, please contact us.

We will investigate the shipment and, where appropriate, provide:

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• A replacement shipment

• A refund

 

Delivery delays caused by customs processing, severe weather, carrier disruptions, public holidays, or circumstances beyond our control may require additional investigation before a resolution can be provided.

 

Returns

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Please do not return any item without contacting us first.

Returns are handled on a case-by-case basis and may require prior approval.

In some situations, a return may not be required before a refund or replacement is issued.

If a return is approved, return instructions will be provided.

Unauthorized returns, returns sent without approval, or returns sent to an incorrect address may not be accepted.

 

Change of Mind Purchases

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We do not generally offer refunds or returns for change-of-mind purchases, including but not limited to:

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• Ordering the wrong item

• Purchasing by mistake

• Deciding you no longer want the item

• Finding the item elsewhere after purchase

 

This section does not affect any rights that may apply under applicable consumer protection laws.

 

Refund Processing

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Approved refunds will be issued to the original payment method used during checkout.

Once a refund has been processed, the time required for funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

 

Order Cancellations

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Orders may only be cancelled before they have been processed or dispatched.

Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.

 

Customs Duties, Taxes, and Import

Charges

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For international orders, customers are responsible for any customs duties, import taxes, VAT, GST, brokerage fees, or other charges imposed by their country's customs authority.

These charges are not included in product prices or shipping costs unless otherwise stated.

 

Consumer Rights

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Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that may apply under applicable consumer protection laws.

Customers may be entitled to certain remedies where products are faulty, unsafe, not as described, or otherwise fail to meet legal consumer guarantees.

 

Contact Us

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For all refund, replacement, return, or delivery enquiries, please contact us using the details below:

Email: Help@thumbworksgaming.store

Please include:

• Your order number

• Your full name

• A description of the issue

• Any relevant photos or supporting information

This will help us resolve your request as quickly as possible.