Returns & Refunds
We sell new, factory-packed products and want every order to reach you exactly as intended. Please inspect the parcel and verify the sealed retail box before opening it. These simple checks protect both you and the replacement process.
Record the unboxing. Report arrival issues within 24 hours.
A clear, continuous unboxing video is required evidence for wrong-item, missing-item, short-shipment and concealed delivery-damage claims. Start recording before opening the outer courier packaging. Keep all packaging, labels and supplied contents.
1. Do not accept a damaged, opened or tampered parcel
Check the outer courier packaging before accepting delivery. Refuse the parcel at the courier’s hand if you notice:
- Torn, punctured, crushed or water-damaged packaging.
- Tape that appears cut, opened or re-sealed.
- A missing or broken security seal.
- Any other visible sign of tampering.
Refuse the parcel and contact GameOn. It will return through the courier network so the transit-damage matter can be handled correctly.
2. Record one continuous unboxing video
Start recording before opening the outer courier packaging. Show all sides of the parcel, the shipping label, seals, retail box, model details and all included contents. A clear, continuous video is required evidence for wrong-item, missing-item, short-shipment or concealed delivery-damage claims.
Keep the original recording and submit it with the claim. A video started after opening the parcel does not establish its sealed condition or the contents as received. Photographs can support the claim but do not replace the required continuous unboxing video.
3. Verify the product before breaking the factory seal
Before opening the retail product packaging, check the visible information on the box, including the brand, model, variant, colour, layout, part number and printed specifications relevant to your purchase.
If anything appears different from what you ordered or required, do not open the factory seal. Continue the video, take clear photographs and contact GameOn immediately. Suppliers and brands generally do not accept an opened retail box as a brand-new replacement when the mismatch could have been identified from the sealed packaging.
If you received the wrong product
Keep the retail box sealed
Contact us immediately with your order number, continuous unboxing video and clear photographs of the sealed box labels. Do not remove seals, activate the product, assemble it or use it.
Call / WhatsApp: +92 3111 651 120
You arrange delivery to our support centre
GameOn does not arrange reverse pickup or return collection in any city, including Lahore. The customer must arrange secure, trackable delivery of the product to the address supplied by our support team, after receiving return instructions.
This applies to return, wrong-item, arrival-fault and warranty submissions. GameOn’s delivery of the original order through a logistics partner does not include a home-collection service for claims.
For an approved, verified wrong-item claim, the approved return-courier cost is reimbursed up to the standard delivery amount GameOn normally charges for the destination city. Premium, urgent or excess charges are not reimbursed unless separately approved in advance. Keep the receipt and tracking details.
If a suitable return cannot be booked within the stated limit, ask support to approve the cost before you book it. Approval of a cost is not a booking or collection by GameOn: you still arrange the return.
Once verified, GameOn sends the correct product without charging you for replacement delivery. The returned item must remain factory sealed, complete and in the same condition in which it was received.
Arrival faults, missing contents & delivery damage
Report an incorrect item, missing contents, delivery damage or an initial functional issue within 24 hours of delivery. Submit the required continuous unboxing video for delivery-content or concealed-damage claims, plus photographs of the labels and a clear recording of any functional symptom.
You can send your report by WhatsApp or email outside support hours; the message timestamp records when you contacted us. Preserve the original packaging with readable labels and all supplied contents. Do not continue using or attempt to repair a faulty unit.
GameOn reviews the evidence and may require inspection. The customer arranges delivery to our support centre in every case; GameOn does not send a collection rider or book reverse pickup, including in Lahore. Obtain return instructions and agreement on any reimbursable shipping cost before booking.
Where a fault present on arrival or an original-delivery error is confirmed and the claim is approved, GameOn bears the approved inbound and outbound shipping costs: the approved inbound cost is reimbursed against the receipt, and the corrected or replacement unit is sent under the agreed arrangement. This cost exception does not change who books the customer’s return journey.
A report alone does not automatically qualify for replacement or refund. A later functional fault follows the Warranty Policy and intake requirements. The 24-hour arrival reporting window is separate from the applicable commercial warranty submission process.
Manufacturer revisions, box contents and packaging design
Manufacturers and distributors may revise packaging design, printed artwork, inserts, part numbers, firmware, cosmetic details, included accessories or minor specifications between production batches. GameOn works to keep listings correct, but photographs and descriptions may show an earlier version until updated information is available.
A genuine manufacturer batch revision to packaging or standard box contents is not, by itself, grounds for a refund or replacement when the correct, complete product for that regional batch has been supplied. Packaging artwork, presentation or a preference for an older accessory bundle does not make a non-faulty product defective.
If a particular accessory, part number, revision or specification is essential, compare the manufacturer’s official information for the exact model and region and ask GameOn to confirm the available batch before ordering. Check the sealed retail box before opening it.
This is different from a missing component that should be included in that batch, a different product being supplied, or an accessory or specification expressly confirmed as part of your order not being provided. Those cases follow the evidence and assessment process; they are not automatically treated as cosmetic packaging differences.
Verify technical specifications and compatibility before ordering
The customer is responsible for checking that the exact product suits their equipment and intended use. Cross-check the original manufacturer’s latest official descriptions and technical specifications for the exact model, regional version and revision, including dimensions, mounting and weight limits, ports, voltage, operating-system support, layouts and included components.
We make reasonable efforts to keep product information accurate and current. Human error, a typing mistake, a supplier update or a manufacturer revision can nevertheless leave a listing incomplete or out of date. For technical verification, use the relevant official manufacturer information rather than relying solely on a copied specification table, third-party review or older product image.
If the manufacturer information and our listing differ, or if a feature is important to your decision, contact GameOn before ordering and obtain confirmation of the actual unit or batch available. A newly published specification for a later revision does not necessarily describe an older batch we hold. Do not assume an overseas model or a revised bundle is identical to the Pakistan unit.
Buyer selection remains your responsibility
Incorrect selection or incompatibility with your monitor, computer, console, desk, space or software does not make a correctly supplied, non-faulty product returnable. Ask support about uncertain requirements before purchasing.
Assembly or setup may be required
Products are supplied factory packed and may require installation, assembly, positioning or configuration by the buyer. Unless expressly stated, installation service is not included. Follow the manufacturer’s instructions and do not force or modify components.
This verification requirement does not authorize us to substitute a different product or disregard a material specification that GameOn expressly confirmed for your order. Any identified listing error will be reviewed and corrected; it is not an automatic disclaimer of obligations that applicable law requires us to retain.
Warranty faults are handled separately
A product that develops a suspected manufacturing fault follows the Warranty Policy. GameOn receives the claim and submits it to the relevant manufacturer or distributor; approval, rejection and the available resolution are determined under that brand’s warranty terms.
What is not eligible for return
- Change of mind after an intact, correctly supplied order has been delivered.
- Incorrect selection or incompatibility with the buyer’s monitor, computer, console, desk, room, software, ports, mounting arrangement or intended use.
- Personal preference or usage satisfaction, including feel, sound, brightness, colour appearance, size perception, performance expectations or other subjective preferences when the product is not faulty.
- A non-faulty product whose factory seal or retail packaging has been opened, or that has been activated, assembled, installed or used.
- A product opened after a visible model, variant, colour, layout or part-number difference could have been checked on the sealed box.
- Physical damage caused after delivery, including drops, impact, pressure, incorrect assembly, forced fitting, misuse, liquid or incorrect voltage.
- Items returned without the original retail box, intact readable identification labels, accessories, manuals, free items or other required supplied contents. Missing original retail packaging is grounds for refusal under the returns process.
- Visible courier damage or tampering where the parcel was accepted instead of being refused at delivery.
This policy does not replace warranty coverage. A suspected manufacturing defect within the stated warranty period is assessed separately under the Warranty Policy. Nothing on this page makes physical damage, misuse or incorrect installation a manufacturing defect.
Approved refunds
A refund is processed only after the relevant return or warranty claim and the refund have been approved. Submitting a claim, returning a parcel or requesting a refund does not by itself establish refund entitlement. Warranty refunds follow the exceptional warranty settlement conditions; a customer cannot choose a refund instead of an otherwise valid brand-approved remedy.
1–3 working days · same originating account
Once approved and the original payment details are verified, GameOn processes the refund within 1–3 working days, to the same account from which payment was received. Your bank or payment provider may take additional time to display the credit.
The approved amount and any applicable, explained deduction will be confirmed before processing. For a warranty product refund, the amount is the original net billed amount actually paid for that product after discounts, not its current market value.
Where payment came from more than one account, the relevant amounts are returned to the respective sources. If any part was paid in cash to a courier, contact support for verification of the refund route. We do not redirect refunds to an unrelated account.
Quick return checklist
Inspect outside
Refuse visibly damaged, opened or tampered courier packaging.
Record everything
Make one continuous video before opening the outer parcel.
Check the sealed box
Verify the model, variant, colour, part number and relevant specifications. Stop if different and contact us.
These are the terms of GameOn’s returns process and the applicable commercial warranty. Nothing in this policy excludes a right or remedy that applicable law does not allow us to exclude.
