Refund Policy

Last Updated: May 15, 2025

At NextLevel Gaming, we want you to be completely satisfied with your purchase. This Refund Policy outlines our procedures and guidelines for returns, refunds, and exchanges for products purchased from our website thenextlvlgaming.com or our physical retail locations in Australia.

1. Australian Consumer Law

Our Refund Policy complies with the Australian Consumer Law (ACL). Under the ACL, you are entitled to a repair, replacement, or refund if a product has a major fault. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major fault.

A major fault occurs when:

• The product would not have been purchased had the issue been known
• The product is significantly different from its description or demonstration
• The product is substantially unfit for its common purpose and cannot be fixed within a reasonable time
• The product is unsafe

2. Return Eligibility

2.1. Standard Returns (Change of Mind)

If you are not completely satisfied with your purchase and wish to return it (change of mind), you may do so within 30 days of the date of purchase, provided that:

• The product is in its original, unopened packaging
• The product is in new, unused condition
• You have the original receipt or proof of purchase
• The product is not on our list of non-returnable items (see section 2.3)

For change of mind returns, a 10% restocking fee may apply.

2.2. Faulty Products

If you receive a product that is defective, damaged, or incorrect, please contact us within 48 hours of receiving the product. For faulty products, we will offer a repair, replacement, or refund in accordance with the Australian Consumer Law.

2.3. Non-Returnable Items

The following items cannot be returned or refunded (except in case of defects or as required by law):

• Digital game codes and downloadable content once the code has been revealed or redeemed
• Gaming software that has been opened or where the seal has been broken
• Subscription services once activated
• Personalized or custom-made products
• Gift cards
• Sale items marked as "Final Sale"
• Earbuds, headsets, and other personal audio equipment once opened (for hygiene reasons)

3. Return Process

3.1. Online Purchases

To initiate a return for products purchased on our website, please follow these steps:

1. Contact our customer support team at returns@thenextlvlgaming.com or call +444440187694 to obtain a Return Merchandise Authorization (RMA) number
2. Complete the return form that will be provided to you
3. Package the product securely in its original packaging if possible
4. Include the completed return form and proof of purchase
5. Clearly mark the RMA number on the outside of the package
6. Ship the package to the address provided in the return instructions

3.2. In-Store Purchases

For products purchased at one of our physical retail locations, you may return the product to any NextLevel Gaming store in Australia. Please bring:

• The product in its original condition and packaging
• The original receipt or proof of purchase
• A valid government-issued ID

4. Refund Processing

4.1. Refund Methods

Refunds will be issued using the original payment method:

• Credit/Debit Card: Refunded to the original card used for purchase
• PayPal: Refunded to the original PayPal account
• Bank Transfer: Refunded to the bank account provided
• Store Credit: Issued as store credit for future purchases
• Cash (in-store purchases only): Refunded in cash if the original purchase was made with cash

4.2. Refund Timeframe

Once we receive your returned product and confirm its condition:

• Online purchases: Refunds will be processed within 5-7 business days
• In-store purchases: Refunds will be processed immediately

Please note that it may take an additional 3-10 business days for the refund to appear in your account, depending on your financial institution.

4.3. Shipping Costs

For standard returns (change of mind), the customer is responsible for the cost of return shipping.

For faulty, damaged, or incorrect products, NextLevel Gaming will cover the cost of return shipping. We will provide a prepaid shipping label or reimburse reasonable shipping costs. Please contact our customer service team for instructions before shipping the product back.

5. Exchanges

If you would like to exchange a product for a different item, you may:

• Return the original product following our return process and place a new order
• Visit one of our retail stores with the product and your proof of purchase to process an exchange directly

For exchanges due to defective products, we will cover any price difference and shipping costs associated with sending you the replacement item.

6. Special Circumstances

6.1. Pre-Orders and Newly Released Products

For pre-ordered products or newly released items, our standard return policy applies once you receive the product. If you wish to cancel a pre-order before it ships, you may do so for a full refund.

6.2. Promotional Items and Bundles

If a product was purchased as part of a promotion or bundle:

• All items in the bundle must be returned together to receive a full refund
• If only part of the bundle is returned, the refund will be calculated based on the regular price of the retained items
• Free promotional items must be returned along with the qualifying purchase

6.3. Extended Warranties and Protection Plans

Extended warranties and protection plans purchased from NextLevel Gaming may be canceled within 30 days of purchase for a full refund. After 30 days, these plans are non-refundable.

7. Manufacturer Warranties

Many products sold by NextLevel Gaming come with a manufacturer's warranty. For issues covered under manufacturer warranty after our return period has expired, please contact the manufacturer directly.

NextLevel Gaming can assist you in identifying the appropriate warranty contact information upon request.

8. Exceptions and Discretionary Refunds

NextLevel Gaming reserves the right to make exceptions to this policy at our discretion. In certain circumstances, we may offer store credit, partial refunds, or other accommodations outside of our standard policy.

These exceptions are made on a case-by-case basis and do not constitute a waiver of our right to enforce this policy in future situations.

9. Updates to This Policy

We may update this Refund Policy from time to time. The most current version will be posted on our website with the effective date. Your continued use of our services after any changes to this policy constitutes your acceptance of such changes.

10. Contact Us

We are committed to resolving any issues you may have with your purchase and ensuring your satisfaction with our products and services.