Refund policy
Effective Date: 6 October 2025
This Refund Policy forms part of G’AIM’E’s Terms and Conditions and applies to all purchases made through our website. Nothing in this policy is intended to limit or exclude 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 have the right to request a return within fourteen (14) days of receiving your order. The return period begins on the day the order is delivered.
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.
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 loss in value.
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, reduce the value of the product.
Any use beyond what would be considered reasonable in-store inspection may result in a deduction, even if the above actions have been carried out.
Deductions for Loss in Value
If a returned item shows signs of use beyond inspection, is damaged, or is missing components or packaging, we reserve the right to make a proportionate deduction from the refund to reflect any loss in value.
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 loss in value equals or exceeds the original purchase price, no refund may be payable.
Examples of Potential Deductions
Deductions may be applied 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
- Items returned in a condition that prevents resale as new
The level of any deduction will depend on the extent of the loss in value determined upon inspection.
In cases where the product’s value has been significantly reduced, only a partial refund may be issued, or no refund may be payable.
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.
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.
Return Shipping
Unless the return is due to a verified fault, damage, or incorrect item, customers are responsible for return shipping costs, including any customs duties, taxes, or import fees.
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, we will bear the cost of return shipping and provide a replacement or full refund where applicable.
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. In such cases:
- The customer may be responsible for return shipping costs, which may be deducted from the refund where applicable
- A deduction may also be applied to reflect any loss in value resulting from use, damage, or handling beyond what is necessary to inspect the product
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.
Pre-Orders
Pre-orders may be cancelled at any time before dispatch. Once shipped, standard return conditions apply.
Refund Processing
Refunds are processed once the returned item has been received and inspected. We are not responsible for returned items lost in transit without valid tracking confirmation.
Approved refunds will be issued to the original payment method. Please allow up to ten (10) business days for processing. The time taken for funds to appear may vary depending on your payment provider.
Title to returned goods does not transfer back to G’AIM’E until the item has been received at our return facility.
Contact
If you have any questions regarding returns, cancellations, or exchanges, please contact:
Email: help@mygaime.com