Exchange Policy

Exchange Policy

Clear replacement options for damaged, defective, incorrect, or unwanted products

If your product arrives damaged, defective, or incorrect, we will help arrange a replacement when the requested product is available.

If the replacement is unavailable, we will offer a refund or another appropriate solution. We cover reasonable return shipping costs when the issue was caused by us, the carrier, or a verified product defect.

Eligible Exchanges

An exchange or replacement may be available when:

  • The product arrives damaged.
  • The product cannot power on or has a verified hardware defect.
  • The wrong product, model, color, or configuration was sent.
  • The product does not match the product ordered.
  • A replacement is required under an applicable consumer, warranty, or statutory right.

For an eligible issue caused by iGameConsole, the carrier, or a verified product defect, we will review the request promptly and provide an appropriate solution.

Change-of-Mind Product Changes

If you change your mind, choose the wrong model, want a different color, or want to upgrade to another product, the original order is normally handled as a return and the replacement product is placed as a new order.

Change-of-mind product changes are subject to the applicable 30-day voluntary return period and the conditions described in our Returns Policy.

For change-of-mind exchanges, the customer is responsible for return shipping costs where permitted by applicable law and where this responsibility was disclosed before purchase.

This process allows us to clearly confirm the new product price, inventory, shipping, taxes, and any applicable exchange balance before the new order is placed. For destinations served by an applicable 4PX DDP route, import duties and import taxes are handled as part of the delivery arrangement.

How to Request an Exchange

Contact our support team before sending anything back:

[email protected]

Please include:

  • Your order number
  • The name and model of the product
  • The reason for the exchange request
  • The product you would like to receive, if applicable
  • Photos or a short video if the product is damaged, defective, or incorrect

Wait for written approval and return instructions before sending the product back. Do not send a product to an address that has not been provided or approved by our support team.

The correct return address will be provided in the exchange authorization instructions. The return address may vary depending on the customer’s destination and the order.

Exchange Shipping Costs

If the exchange is caused by a damaged product, verified defect, incorrect product, or an error on our side, iGameConsole will cover reasonable return shipping costs and arrange the replacement process.

If the exchange is requested because of a change of mind, wrong product selection, color preference, model preference, or an upgrade request, the customer is responsible for applicable return shipping costs where permitted by law.

Any new shipping charge for the replacement product will be explained before the exchange is processed.

For replacement shipments sent through an applicable 4PX DDP route, iGameConsole and its logistics partners handle applicable import clearance, import duties, and import taxes as part of the delivery arrangement. Customers should not be asked to pay the same import charges again upon delivery.

If the replacement destination is not served by the applicable 4PX DDP route, or if an exceptional charge is required before shipment, the applicable information will be explained before the exchange is processed.

Replacement Availability

Replacements are subject to product availability, product condition, destination restrictions, and applicable shipping requirements.

If the requested replacement is available, we will provide exchange instructions after the original product is approved for return.

If the requested replacement is unavailable, we will offer one of the following options where appropriate:

  • A refund to the original payment method
  • An alternative product with any price difference explained in advance
  • Return assistance under our Returns Policy
  • Another reasonable solution agreed with the customer

We will not substitute a different product without explaining the replacement details and any applicable price difference first.

Price Differences and Additional Charges

If the replacement product costs more than the original product, we will explain the additional amount before processing the exchange. The exchange will not be completed until the additional payment is authorized.

If the replacement product costs less than the original product, the difference may be refunded to the original payment method or handled through another agreed solution, subject to the applicable order and payment rules.

Discounts, promotional prices, shipping charges, taxes, inventory availability, and any clearly disclosed exchange-related amount may affect the final exchange balance. For destinations served by an applicable 4PX DDP route, applicable import duties and import taxes are handled as part of the delivery arrangement.

Shopify order-level discounts may not always transfer automatically to an exchange item. Any resulting balance will be explained before processing.

Product Condition Requirements

Customers may reasonably inspect and test a product. The returned product should include 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 the exchange or refund outcome where permitted by law.

A product does not need to be completely unused merely because an exchange is requested. Reasonable inspection and testing are permitted. We will not apply a condition restriction that removes mandatory consumer or statutory rights.

Products returned without prior authorization may be delayed or may not be accepted.

International Orders

International replacement shipments may still pass through customs and may be affected by customs processing times. When an applicable 4PX DDP route is used, iGameConsole and its logistics partners handle applicable import duties and import taxes as part of the delivery arrangement.

Customers should not be asked to pay the same import charges again upon delivery. If the applicable DDP route is unavailable or an exceptional charge is required before shipment, we will explain the relevant information before processing the replacement.

If a carrier or customs office requests payment of import duties or import taxes for an order shipped under an applicable 4PX DDP arrangement, contact us at [email protected] with your order number, tracking information, and any payment request or receipt.

For customers in the European Union and European Economic Area, mandatory withdrawal, conformity, warranty, and consumer rights apply where required by law. This exchange policy does not remove or limit those rights.

For customers in the United Kingdom, mandatory cancellation, product-quality, warranty, and consumer rights apply where required by UK law. This exchange policy does not remove or limit those rights.

Exchange FAQs

Can I exchange a damaged or defective console?

Yes. Contact us with your order number and photos or video when available. We will arrange a replacement when the requested product is available, or offer a refund or another appropriate solution.

What if I received the wrong model or color?

Contact us as soon as possible. If the error was caused by us, we will arrange the appropriate replacement solution and cover reasonable return shipping costs.

Can I exchange one model for another model?

A change-of-mind model exchange is normally processed as a return and a new order. Any price difference, return shipping cost, and new shipping charge will be explained before processing.

What if the replacement is out of stock?

We will offer a refund, an available alternative product, return assistance, or another reasonable solution. We will explain the options before proceeding.

Where do I send the product?

Contact us before sending anything back. The correct return address and exchange instructions will be provided after the request is reviewed and approved.

Need Exchange Assistance?

Contact our support team with your order number and exchange details:

[email protected]

We aim to respond to customer-support requests within one business day.