Refund policy

RETURN, REFUND & EXCHANGE POLICY

At Game Phactory, we carefully inspect and securely pack every collectible before dispatch. Since many of our products, including action figures, chibi figurines, bobbleheads and other collectibles, may contain delicate parts, we request customers to carefully follow the policy below in case of any issue.

1. RETURN ELIGIBILITY

We accept return requests within 7 days of delivery only under the following conditions:

  • ✓ Item received is damaged or defective during transit

  • ✓ Wrong item delivered, different from what was ordered

  • ✓ Item is missing parts or accessories that were included or mentioned in the product description

  • ✓ Product received is significantly different from the item ordered

📹 MANDATORY UNCUT 360° UNBOXING VIDEO

To claim a free replacement or eligible refund for a damaged, defective, incorrect or incomplete product, a single continuous 360° unboxing video without any cuts, edits, pauses or interruptions is mandatory.

The video must clearly show:

  • The sealed shipping package from all sides

  • The shipping label clearly visible and intact

  • The package being opened from its original sealed condition

  • The complete product being removed from the packaging

  • All included parts and accessories

  • The damaged, defective, incorrect or missing portion of the product

The video must begin before the parcel is opened.

This requirement helps us verify transit-related issues and ensures fair and transparent resolution for both our customers and Game Phactory.

Claims related to transit damage, missing parts, wrong items or physical defects may not be approved if a proper uncut unboxing video is not provided.

Items are NOT eligible for return if:

  • ✗ The return request is made after 7 days from delivery

  • ✗ The product has been used, altered or damaged after delivery

  • ✗ The figurine or collectible has been assembled and no manufacturing defect exists

  • ✗ Original packaging, accessories, tags, stands, boxes or inserts have been discarded

  • ✗ Damage occurred due to improper handling by the customer

  • ✗ Minor colour, paint or finish variations that are normal due to manufacturing

  • ✗ The return is requested due to change of mind, dislike of the product or incorrect product selection by the customer

  • ✗ The item was purchased under a Final Sale/Clearance offer where explicitly mentioned

  • ✗ A pre-order item has already been dispatched

2. HOW TO INITIATE A RETURN

Step 1 — Contact Us

Email us at gamephactory@gmail.com within 7 days of delivery.

Please include:

  • Order ID

  • Customer name

  • Registered phone number

  • Brief description of the issue

  • Clear photographs of the product

  • Photographs of the outer and inner packaging

  • Mandatory continuous unboxing video where applicable

Step 2 — Verification

Our support team will review your request within approximately 24–48 business hours.

If your claim is approved, we will provide further instructions regarding return pickup or replacement.

Step 3 — Return Pickup

The product must be securely packed in its original packaging, including all accessories, stands, inserts, boxes and other items received with the order.

Where reverse pickup service is available, our courier partner will attempt to collect the product from your address.

In locations where reverse pickup is unavailable, our support team will provide alternative instructions.

Step 4 — Quality Inspection

Once the product reaches us, our team will inspect the returned item and verify that it matches the approved return request.

Step 5 — Replacement or Refund

After successful verification, an eligible replacement or refund will be processed according to this policy.

3. REFUND PROCESS

Refunds, where applicable, will be initiated after the returned product has been received and successfully inspected by our team.

Game Phactory generally processes approved refunds within 5–7 business days after inspection.

Approximate Refund Timelines

Payment Method Expected Credit Timeline
UPI / Net Banking 2–3 Business Days after processing
Credit / Debit Card 5–7 Business Days after processing
Cash on Delivery (COD) Bank Transfer – approximately 5–7 Business Days

Please note that once a refund has been processed by Game Phactory, the final credit timeline may depend on your bank or payment service provider.

For COD orders, customers may be required to provide valid bank account or UPI details to receive the approved refund.

4. EXCHANGE / REPLACEMENT POLICY

If you receive a wrong, defective, damaged or incomplete product, Game Phactory will provide an eligible replacement at no additional product or shipping cost, subject to successful verification of the claim.

Replacement is subject to product availability.

If the same product or variant is unavailable, we may offer:

  • An alternative replacement of equivalent value, subject to your approval, or

  • A full eligible refund for the affected product

The replacement will normally be dispatched only after the returned product has been received and inspected, unless otherwise communicated by our support team.

5. ORDER CANCELLATION

Orders may be cancelled before dispatch by contacting us at:

gamephactory@gmail.com

Once an order has been shipped or handed over to the courier partner, it cannot be cancelled.

After delivery, only eligible issues covered under our Return & Replacement Policy may be raised.

For eligible prepaid orders cancelled before dispatch, the payment will be refunded to the original payment method.

6. PRE-ORDER CANCELLATION

Pre-order products may have longer procurement or dispatch timelines.

A pre-order cancellation request must be submitted before the product has been dispatched.

Once a pre-order has been dispatched, it cannot be cancelled.

If a dispatched pre-order arrives damaged, defective, incorrect or incomplete, the standard return/replacement eligibility requirements mentioned above will apply.

7. NON-RETURNABLE ITEMS

The following items are strictly non-returnable unless they were received damaged, defective, incorrect or incomplete and the claim satisfies our verification requirements:

  • — Opened or assembled action figures without a manufacturing defect

  • — Products damaged after delivery due to mishandling

  • — Products without original packaging

  • — Products with missing accessories, stands, boxes or components caused after delivery

  • — Items purchased under Final Sale or Clearance, where mentioned

  • — Digital products or gift cards, if applicable

  • — Products returned due to change of mind

  • — Products purchased incorrectly by the customer

8. COLLECTIBLE & FIGURINE DISCLAIMER

Many collectible figures are manufactured, painted and assembled in batches.

Minor variations in:

  • Paint finish

  • Colour shade

  • Surface texture

  • Alignment

  • Packaging

  • Small cosmetic detailing

may naturally occur between individual pieces and may not qualify as a manufacturing defect.

Product colours may also appear slightly different depending on photography, lighting conditions and your device display.

However, significant damage, broken parts, missing components or major manufacturing defects will be reviewed under this policy.

9. DAMAGED OUTER BOX / COLLECTOR PACKAGING

While we make every effort to protect collectible packaging during shipping, minor dents, creases, scratches or compression to the outer product box or shipping packaging caused during courier transit may occur.

If the collectible itself is completely intact and functional, minor cosmetic damage to external packaging alone may not automatically qualify for a replacement or refund.

For severe packaging damage affecting the collectible itself, customers should submit the mandatory continuous unboxing video for review.

10. CONTACT GAME PHACTORY

For returns, replacements, cancellations or refund queries, contact:

Email: gamephactory@gmail.com
WhatsApp: +91 88799 95961
Instagram: @gamephactory_

Please include your Order ID whenever contacting us so that we can assist you faster.

We aim to review eligible customer concerns within approximately 24–48 business hours.

Game Phactory reserves the right to approve or reject a return, replacement or refund request after verifying the submitted evidence and returned product in accordance with this policy.