Refund policy

Returns, Refunds & Exchange Policy 

At GamerZone Video Games Consoles Trading L.L.C., customer satisfaction is important to us. This Returns, Refunds & Exchange Policy is designed in accordance with our store policies and applicable UAE consumer protection regulations.

1. Exchange Period

Eligible products may be exchanged within fifteen (15) days from the date of purchase, subject to the conditions outlined below.

All exchange or return requests must be accompanied by the original purchase invoice or proof of purchase.

Requests submitted after fifteen (15) days from the purchase date will not be eligible for exchange or return unless covered under manufacturer warranty or applicable consumer protection laws.

2. Conditions for Exchange

Products are eligible for exchange only if:

  • The product is unused and unopened.

  • The product is in its original packaging.

  • All accessories, manuals, promotional items, and packaging materials are included.

  • The original invoice is presented.

  • The product is free from physical damage, misuse, or unauthorized modification.

3. Manufacturing Defects

Products found to have manufacturing defects may be exchanged, repaired, or replaced in accordance with applicable UAE consumer protection laws and manufacturer warranty terms.

Customers should report any manufacturing defect as soon as reasonably possible after discovery.

The company reserves the right to inspect the product and verify the reported defect before approving an exchange, replacement, or repair.

4. Faulty, Damaged or Incorrect Products

If you receive a product that is:

  • Defective

  • Damaged during delivery

  • Different from the item ordered

Please contact us within forty-eight (48) hours of receiving the product.

Following inspection and verification, GamerZone may offer a repair, replacement, exchange, or refund where required by applicable law.

5. Custom Built PCs

Custom-built PCs are assembled according to customer specifications and are therefore not eligible for return or exchange due to change of mind once assembly has commenced.

However, individual components and workmanship remain covered under their respective manufacturer warranties and applicable service warranties.

6. Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange due to change of mind:

  • Opened software products

  • Digital download products

  • Activation keys and digital game codes

  • Gift cards

  • Clearance items marked as final sale

  • Special-order products

  • Products damaged due to misuse, neglect, liquid damage, power surges, or unauthorized repairs

7. Digital Products & Gift Cards

All digital game codes, gift cards, subscriptions, and digital activation products are non-refundable and non-exchangeable once issued.

For activation, redemption, or technical issues relating to digital products, customers must contact the respective manufacturer, publisher, or platform provider directly.

8. Refunds

Where a refund is approved, the refund will be issued using the original payment method whenever possible.

Refund processing may take between seven (7) and fourteen (14) business days depending on the payment provider or banking institution.

Cash-on-delivery orders may be refunded through bank transfer or another mutually agreed method.

9. Return Shipping Costs

For approved returns due to manufacturing defects, incorrect products, or verified delivery damage, GamerZone will bear reasonable return shipping costs.

For all other approved returns, shipping and delivery charges may be deducted from the refund amount where permitted by law.

10. Contact Information

For returns, exchanges, warranty claims, or consumer support, please contact:

GAMERZONE VIDEO GAMES CONSOLES TRADING L.L.C.

Email: info@gamerzone.ae

Al Warqa Branch
City Mall, Tripoli Street, Al Warqa 3, Dubai, UAE
Phone: +971586968001

Al Barsha Branch
Al Barsha Mall, Al Barsha, Dubai, UAE
Phone: +971586962001

Business Hours:
Monday – Sunday
10:00 AM – 12:00 AM