Refund policy
Effective Date: 6 October 2025
This Refund Policy forms part of GAIME’s Terms and Conditions and applies to purchases made through our website. Nothing in this policy is intended to limit, exclude, or replace any statutory rights you may have under applicable consumer laws.
14-Day Returns
We offer a 14-day return period for all customers worldwide. You may notify us that you wish to return your order for any reason, including change of mind, within fourteen (14) days after receiving your order.
For customers in the United Kingdom and European Union, this reflects your statutory right to cancel under applicable consumer laws. For customers in other regions, this is provided as a voluntary policy.
Once you have notified us of your return, please follow the return instructions provided by our Customer Support team and return the product promptly.
Inspection and Acceptable Handling
During the return period, you may handle and inspect the product to the extent necessary to establish its nature, characteristics, and functioning, as would be reasonably permitted in a physical retail environment. This right is provided to allow inspection only and is not intended for extended or continued use of the product.
You may:
- Open the packaging
- Examine the product
- Perform basic setup and limited testing necessary to assess its nature, characteristics, and functioning
You must not:
- Use the product beyond what would be considered reasonable in-store inspection
- Cause damage, wear, or alteration
- Remove, discard, or fail to return essential packaging or components
Where the product has been handled beyond what is necessary for inspection, we may make a proportionate deduction from the refund to reflect any resulting loss in value, where permitted by applicable law.
Examples of No Deductions
No deduction will be applied where the product has only been handled to the extent necessary to establish its nature, characteristics, and functioning. This may include:
- Opening the outer packaging
- Removing protective wrapping or seals
- Removing protective films (such as lens or screen protectors)
- Basic setup and limited testing required to assess functionality
These actions are considered part of normal inspection and do not, by themselves, result in a deduction.
Any use beyond what would be considered reasonable inspection may result in a proportionate deduction where that use has caused a loss in value.
Deductions for Loss in Value
If a returned item shows signs of use beyond reasonable inspection, is damaged, or is missing components, accessories, or packaging, we may make a proportionate deduction from the refund to reflect the actual loss in value, where permitted by applicable law.
All returned items are inspected at our designated return facility. Any deduction will be based on the condition of the item upon receipt and processed by our Order Management team.
Where the product has suffered substantial loss in value, the amount refundable for the product may be significantly reduced, subject to applicable consumer law.
Examples of Potential Deductions
A loss in value may arise in situations including, but not limited to:
- Missing original packaging, accessories, or bundled items
- Visible signs of use beyond what would be considered reasonable inspection
- Scratches, marks, or other cosmetic damage caused after delivery
- Physical damage or alteration
- Missing product components
- Returning the product in a condition that materially reduces its resale value
The level of any deduction will depend on the actual loss in value determined following inspection. Deductions are not fixed restocking fees.
Condition of Returns
Returned items must include all components originally supplied, including accessories, manuals, and packaging.
Customers are strongly advised not to dispose of any packaging or bundled items until the return process has been completed. Missing items or packaging may significantly reduce the resale value and result in a reduced or zero refund.
Missing components or packaging may result in a proportionate deduction where their absence causes an actual loss in value, subject to applicable consumer law.
How to Request a Return
To request a return, please contact our Customer Support team at help@mygaime.com with the subject line “PRODUCT RETURN” and include your order number and relevant details.
We will provide return instructions and confirm the appropriate return address. Returns may be directed to different warehouses depending on your location and fulfilment method.
Returns sent without prior authorisation may be refused or returned to the sender.
Please contact us before sending your return so that we can provide the correct return address and instructions. Products sent to an incorrect or unauthorised location may experience delays in processing.
This process does not affect any statutory right to cancel or return a product under applicable consumer law.
Return Shipping
Unless the return is due to a verified fault, damage, or incorrect item, customers are responsible for the direct cost of returning the product where permitted by applicable law.
Customers are also responsible for any customs documentation or other requirements applicable to a return from their country or region.
Where a return is initially reported as faulty, damaged, or incorrect, we may provide return instructions and, where applicable, a prepaid return label.
If, following inspection, the item is confirmed to be faulty, damaged, or incorrect, GAIME will bear reasonable return shipping costs where required under applicable law and provide the appropriate remedy.
If, following inspection, no fault, damage, or fulfilment error is identified and the product is functioning as designed, the return will not be treated as a faulty-product return.
Where the return otherwise qualifies under our standard return policy, it will be processed as a standard return. The customer may be responsible for the return shipping cost, including the reasonable cost of a prepaid return service provided by GAIME, where permitted by applicable law.
Any applicable deduction for loss in value will be assessed separately in accordance with this Refund Policy.
No Fault Found
If a product is returned and, following inspection, no fault is identified, the return will be treated as a standard return under this policy.
In such cases, return shipping costs may be deducted from the refund, and a deduction may also be applied to reflect any loss in value resulting from use or handling beyond what is necessary to inspect the product.
A product will not be considered faulty where it is functioning as designed and the issue relates to user setup, compatibility, or expectations of use.
Faulty, Damaged, or Incorrect Items
If you believe your item is faulty, damaged, or incorrect, please notify us as soon as reasonably possible, and preferably within fourteen (14) days of delivery by contacting help@mygaime.com with the subject line “FAULTY PRODUCT”.
Please include:
- Your order number
- A description of the issue
- Supporting photographs or video clearly showing the issue, where reasonably possible
Providing this information helps us assess the issue quickly and determine the appropriate resolution. Failure to provide sufficient information may delay the assessment and resolution process.
We may prioritise cases reported within this timeframe to ensure a faster resolution. This does not affect your statutory rights under applicable consumer laws.
All items are subject to inspection upon return.
If, following inspection, the item is confirmed to be faulty, damaged, or incorrect, we will provide return instructions at no additional cost and offer a replacement or full refund where appropriate.
If, following inspection, the item is found not to be faulty, damaged, or incorrect, the return will be treated as a standard return under this policy.
12-Month Limited Warranty
GAIME products are covered by a 12-month limited warranty from the date of delivery, subject to the terms below.
This warranty is provided to the original purchaser only and is not transferable. Valid proof of purchase is required for all warranty claims.
This warranty covers defects in materials, workmanship, or product functionality arising under normal and intended use during the warranty period.
Making a Warranty Claim
If your product develops a fault during the warranty period, please contact our Customer Support team at help@mygaime.com.
Please include:
- Where the product was purchased, for example, the GAIME official website, Amazon, or an authorised retailer
- Your order number and valid proof of purchase
- The name of the original purchaser
- The product serial number, where applicable
- A description of the issue
- Supporting photographs or video showing the issue, where reasonably possible
Valid proof of purchase must allow us to verify the original purchase, purchase date, product, and seller.
We may provide troubleshooting instructions or request additional information to help identify and assess the issue. Failure to provide sufficient information may delay the assessment of your claim.
Warranty Service & Return Authorisation
Please do not send any product for warranty service until return authorisation and shipping instructions have been provided by GAIME.
After reviewing your claim, we may provide troubleshooting instructions or request additional information before determining whether the product needs to be returned for inspection or service.
If a return is required, GAIME will provide return authorisation and shipping instructions, including the appropriate return address or designated service facility.
Please return only the product and components requested by GAIME Customer Support.
Warranty Service
All warranty claims are subject to reasonable assessment and, where necessary, inspection.
If the product is confirmed to have a fault covered by this warranty, GAIME will, as appropriate:
- Repair the defective product or component; or
- Replace the defective product or component with a new or functionally equivalent replacement.
Where repair or replacement is not reasonably possible, GAIME may provide another appropriate remedy.
GAIME will cover reasonable shipping costs associated with an approved warranty claim where required under this warranty.
Replacement products or components may be new or professionally refurbished to an equivalent functional standard, where permitted by applicable law.
If, following reasonable testing and inspection, no covered fault is identified and the product is functioning as designed, the claim will not be covered by this warranty.
Issues resulting from incorrect setup, incompatible equipment, environmental conditions, or use outside the product's intended specifications will not be considered product defects under this warranty.
Where GAIME has provided prepaid return shipping and inspection determines that no covered fault exists, reasonable shipping costs may be charged or deducted where permitted by applicable law.
What Is Not Covered
This warranty does not cover faults, damage, or deterioration resulting from:
- Accidental damage, misuse, abuse, negligence, or unreasonable use
- Improper installation, setup, storage, maintenance, or use contrary to the product instructions
- Normal wear and tear or cosmetic deterioration that does not affect normal product functionality
- Unauthorised modification, disassembly, repair, or alteration
- Damage caused by incompatible or unauthorised third-party equipment, accessories, cables, power supplies, software, or other products
- Damage caused by liquid, fire, excessive heat, power surges, improper power supply, or other external or environmental causes
- Loss, theft, or damage occurring after delivery that is unrelated to a defect in materials, workmanship, or product functionality
- Removal, alteration, or defacement of the product serial number or other identifying information
This warranty does not cover a product sold and clearly identified as faulty, damaged, or sold on an “as-is” basis in relation to any fault or condition that was clearly disclosed before purchase.
Unauthorised Repairs and Modifications
You should not open, modify, disassemble, or attempt to repair the product unless instructed or authorised by GAIME.
Damage caused by unauthorised repair, modification, disassembly, or alteration is not covered by this warranty.
This does not affect any rights you may have under applicable consumer law.
Products Returned for Warranty Service
Warranty service may require firmware or software to be updated, product settings to be reset, or locally stored information to be removed.
Where applicable, you should back up any information and remove any personal or confidential information before sending the product for service.
GAIME is not responsible for accessories, third-party products, or other items sent to us that were not requested as part of the warranty return, except where responsibility cannot lawfully be excluded.
Repaired or Replacement Products
Any product or component repaired or replaced under this warranty will remain covered for the remainder of the original 12-month warranty period or 90 days from the date the repaired or replacement product is dispatched, whichever is longer.
A replacement product does not otherwise restart the original 12-month warranty period.
Statutory Consumer Rights
This warranty is provided in addition to your statutory consumer rights.
Nothing in this warranty is intended to exclude, restrict, or replace any rights or remedies available to you under applicable consumer law.
Your statutory rights may continue after this 12-month warranty has expired.
Warranty Provider and Territorial Coverage
This warranty is provided by:
Tassei Denki Co., Ltd.
Hirose Building 4F, 2-2-11 Hamamatsucho, Minato-ku, Tokyo 105-0013
Depending on the country or region, warranty service may be administered on behalf of Tassei Denki Co., Ltd. by an authorised GAIME regional office, service centre, distributor, or service partner.
Warranty service arrangements and service locations may vary by country or region.
This warranty applies to eligible GAIME products purchased through the GAIME official website, Amazon, or authorised GAIME retailers and sales channels, subject to valid proof of purchase.
Pre-Orders
Pre-orders may be cancelled at any time before dispatch. Once shipped, standard return conditions apply.
Refund Processing
Refunds will be issued to the original payment method unless otherwise agreed or required by applicable law.
For returns made under a statutory cancellation right, refunds will be processed within the timeframe required by applicable consumer law. Where applicable, this includes reimbursement of the standard outbound delivery charge, but not any additional amount paid for an enhanced or premium delivery service.
For other approved returns, we aim to process the refund within ten (10) business days after the returned item has been received and assessed.
The time taken for funds to appear in your account after a refund has been processed may vary depending on your bank or payment provider.
Customers are strongly advised to use a tracked return service and retain proof of postage or shipment until the return and refund have been completed.
Contact
If you have any questions regarding returns, cancellations, or exchanges, please contact:
Email: help@mygaime.com