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Refund & Returns Policy

Super Gamers Live Last updated: 08/27/2026

1. Our 60-Day Money-Back Guarantee

We want you to be completely happy with your order. If you are not, you may request a refund within 60 days of the delivery date — for any reason.

This guarantee applies to all eligible physical products. Some limits apply to digital products that have already been redeemed. Those limits are set out in Section 4 below.

2. How to Start a Return or Refund

Email us at [support@supergamerslive.com] with:

  1. Your order number
  2. The item(s) you want to return or refund
  3. A short note about the reason (optional, but it helps us improve)
  4. Photos, if the item arrived damaged, defective, or incorrect

We respond to every request within [1 business day]. If a return is approved, we will send you return instructions and, where applicable, a return label.

Please do not send items back before contacting us. Returns received without prior authorisation may be delayed or refused.

3. Physical Products (Consoles, Games, Phones, Accessories)

Eligibility window: 60 days from delivery.

Condition: Items must be returned in the condition you received them, including all original packaging, manuals, cables, controllers, and accessories. Items that arrive back significantly damaged, incomplete, or showing use beyond normal inspection may receive a partial refund or be declined.

Sealed products: Sealed games and software may be returned unopened for a full refund. Once the seal or activation strip is broken, the item is treated under Section 4 (digital content), because the licence key inside can be redeemed.

Return shipping:

  • If the item is damaged, defective, incorrect, or not as described, we cover return shipping.
  • For change-of-mind returns, return shipping is [paid by the customer / covered by us — choose one and keep it consistent with your ads].

4. Digital Products (Game Keys, Top-Ups, DLC, Gift Cards, Subscriptions)

Digital products are delivered instantly by email or on your account page.

Unredeemed codes: If the code has not been redeemed or activated, you may request a full refund within 60 days. We will verify the code status with the issuing platform before refunding.

Redeemed codes: Once a code has been redeemed, activated, or applied to an account, the value has been transferred permanently and cannot be recovered. Redeemed codes are therefore not refundable.

Codes that do not work: If a code fails, is invalid, has already been used, or is locked to a region other than the one shown on the product page, contact us within 60 days. We will replace it or refund it in full. Please send a screenshot of the exact error message so we can escalate it with the supplier.

Region locks and platform accounts: Digital products are region- and platform-specific. Please check the region and platform stated on the product page before purchase. We are happy to help you confirm compatibility before you buy.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, email us within [7 days] of delivery with photos of the item and the packaging. We will send a replacement or issue a full refund, including all shipping costs. You will never be asked to pay return shipping in these cases.

6. Orders That Do Not Arrive

If your tracking shows no movement, or your order has not arrived within the delivery window shown at checkout, contact us. We will open an investigation with the carrier and either reship your order or refund you in full. We do not leave you to deal with the carrier yourself.

7. Cancelling an Order

We dispatch orders the same day or the next business day, so the cancellation window is short. Email us as soon as possible after ordering. If the order has not yet been handed to the carrier, we will cancel it and refund you in full. If it has already shipped, treat it as a standard return under Section 3.

8. Pre-Orders

Pre-orders may be cancelled at any time before the item ships, for a full refund with no questions asked. If a publisher delays or cancels a release, we will notify you and you may either wait for the new date or take a full refund immediately.

9. Items We Cannot Refund

  • Digital codes that have been redeemed or activated (see Section 4)
  • Items reported after the 60-day window has closed
  • Items returned in a condition that makes them unsellable, where the damage was not present on delivery
  • Free gifts and promotional items, unless returned alongside the qualifying purchase

10. How and When You Get Your Money

Approved refunds are issued to the original payment method. We process refunds within [2 business days] of approving the return or receiving the returned item. Your bank or card issuer then takes a further 5–10 business days to post the funds to your account. That final step is outside our control.

If you paid using a method that cannot receive a refund, we will contact you to arrange an alternative.

11. Exchanges

The fastest way to exchange an item is to request a refund under this policy and place a new order for the item you want. This avoids waiting for the return to arrive before your replacement ships.

12. Chargebacks

If something is wrong with your order, please contact us first. We settle almost every issue within a day, and we would rather refund you directly than have you wait weeks on a bank dispute. Filing a chargeback without contacting us first can delay your money considerably.

13. Contact Us

Super Gamers Live Email: [support@supergamerslive.com] Phone / WhatsApp: [+21388453431] Support hours: [Sunday–Thursday, 9:00–18:00 GST]

This policy does not affect any statutory rights you may have under the consumer protection laws that apply to you.