Effective Date: July 15, 2025
1. Policy Scope
This Return and Refund Policy applies to all purchases made through the Family Game Lounge website.
By placing an order, you agree to the terms outlined in this policy.
2. Contact Information
For questions regarding returns or refunds, please contact us:
Email: info@familygamelounge.com
Phone: 540-501-7171
Customer service hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Standard Time.
3. Return Eligibility
Customers may request a return within 7 days of receiving the product, subject to the following conditions:
- Items must be unused, undamaged, and in original condition
- Items must be returned in original packaging with all accessories included
- Proof of purchase is required
Returns that do not meet these conditions may be refused.
4. Return Process
To initiate a return, customers must contact Customer Service within 7 days of delivery and provide the order number and reason for return.
If approved, return instructions will be provided. Return authorization may be required depending on the product manufacturer.
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is defective, damaged, or incorrect.
6. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom or personalized products
- Gift cards or downloadable products
- Perishable or sanitary goods
7. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or incorrect, customers must notify us within 3 business days of delivery and provide supporting photos.
Approved cases will be resolved with a replacement or full refund, including applicable shipping costs.
8. Refunds
Refunds are issued after the returned item is received and inspected.
Approved refunds are processed to the original payment method within 5 business days.
Please allow up to 14 days for the refund to appear, depending on your financial institution.
Partial refunds may be issued for items returned in non-original condition or outside the approved return window.
9. Order Cancellations
Orders may be canceled for a full refund if they have not yet shipped.
Once an order has shipped, it must follow the return process.
10. Legal Rights
This policy does not affect any statutory rights available under applicable law.
Family Game Lounge reserves the right to update or modify this Return and Refund Policy at any time. Changes take effect immediately upon posting.
Thank you for shopping with Family Game Lounge.
