Refund and Return Guidelines

Last Updated: November 14, 2024

At joinsocialgames, your satisfaction is our primary focus. This guidelines document describes the terms for refunds, returns, and exchanges of products and services we offer in accordance with the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

1. Consumer Protection Rights

Under the Consumer Guarantees Act 1993, you have guaranteed consumer protection rights. Goods must be of acceptable quality, fit for purpose, match their description, and have clear title. Services must be provided with reasonable care and skill.

2. Return Timeframe

For change of mind returns, you can request a refund, return, or exchange within 14 days from the date of purchase. Consumer guarantee rights apply for a reasonable time based on the nature of the goods or services.

3. Return Prerequisites

  • For change of mind returns, the product must be in its original condition, unused and undamaged.
  • The purchase receipt or invoice must be included.
  • For defective products, evidence such as photos may be required.
  • Original packaging should be retained where possible.

4. Non-Refundable Items (Change of Mind)

Change of mind returns do not apply to:

  • Downloaded digital products.
  • Gift cards or promotional vouchers.
  • Sale or final sale items (unless defective).
  • Personalized items.
  • Perishable goods.

Note: Consumer guarantee rights still apply to these items if they are defective.

5. Refund Request Process

To submit a request, contact us at support@joinsocialgames.com and provide the following information:

  • Your full name and contact details.
  • Order number or proof of purchase.
  • A clear description of the issue or the reason for your request.
  • Evidence (e.g., photos for defective or damaged products).

6. Delivery Expenses

For change of mind returns, original delivery costs are non-refundable and the customer bears return delivery costs. For defective products or our errors, we will cover return delivery costs.

7. Defective or Incorrect Products

If you receive a defective or incorrect product, please contact us immediately. Under the Consumer Guarantees Act 1993, we will offer:

  • A replacement product.
  • A repair (if reasonable).
  • A complete refund.

8. Policy Modifications

We reserve the right to modify this policy at any time. It is recommended to check this page regularly to stay informed about possible changes. Your consumer guarantee rights cannot be excluded or limited.

9. Get in Touch

For questions or concerns about this policy, you can contact us:

  • Email: support@joinsocialgames.com
  • Phone: +64 6 758 3889
  • Address: 47 Devon Street East, New Plymouth 4310, New Zealand
Important Note: This policy operates alongside your rights under New Zealand consumer protection regulations. If you have a dispute that cannot be resolved, you may contact the Commerce Commission or Disputes Tribunal.