Refund and Returns Policy

We’re here to help

If something is wrong with your order, please tell us so we can work through it together. You can report a problem, share photos or a short video, and follow the conversation and progress in My Account → Returns & support.

Seven-day return support

For eligible products, please submit your request within seven days of receiving the item. We record delivery when the sale is marked complete; the window starts at that recorded delivery time, rather than the day you placed the order. Please contact us if the delivery date shown is incorrect.

We review items that arrive faulty, damaged, incorrect, incomplete or different from their description. We’re unable to accept returns simply because you’ve changed your mind. If you’re unsure about compatibility or features, we’re happy to help before you order.

Submitting a request within the window keeps it available for review while we arrange the next steps; the item does not have to reach us within those seven days.

Tell us what happened

Open the affected order, choose Return/Refund, select the item and quantity, describe the issue and choose your preferred solution. You can attach evidence when submitting your request, then add more after approval or a cancellation by our team: up to five photos (JPG, PNG or WebP, up to 10 MB each) and two short videos (MP4 or WebM, up to 50 MB each). Evidence helps us understand the problem; we may ask for additional details or troubleshooting before agreeing a return.

Please keep the item, accessories and packaging where available. Missing packaging does not by itself decide a fault claim. Pack any agreed return securely to help prevent damage in transit.

If you cancel your request

Before confirming cancellation, you’ll see a clear warning that the action is final. Once you confirm, we close that return: you can still view its history, but you cannot start another return for the same order, send further messages or add photos or videos. If our team declines your request instead, you can still ask us about that decision in the conversation.

Agreeing a solution

Depending on the issue and inspection, we may agree a refund, replacement or repair with you. Choosing a preferred solution does not automatically approve it. We’ll explain the decision and keep the next step visible in your case history.

We normally review and process an agreed return within 7–10 business days after receiving the item. If a repair, replacement or payment needs longer, we’ll explain the expected timing in your case conversation.

Special products and later problems

Some products have special conditions or are not eligible for ordinary returns. These conditions are shown on the product page and saved with your purchase. Digital delivery or redemption issues are handled through order support.

If the ordinary seven-day window has ended, or your item has special return conditions, you can still report a fault or delivery problem. We’ll review the available support options. This is not a promise of an extended warranty or an automatic refund. This policy does not remove any rights that apply to your purchase.

Drop-off and return transport

Once a return is agreed, you can drop the item at our Kampala pickup station: EM Plaza, Ground Floor, Shop 210, Kampala. If you need a courier, please agree the method and cost with our team before sending anything. We’ll review store-error exceptions with you and record the arrangement in your case.

Original delivery charges are normally not included in a product refund. We’ll explain any applicable exception separately. Return transport and replacement delivery are discussed as part of the agreed solution.

Refund payments

An approved refund is based on the affected items’ amounts after discounts and their applicable tax, taking earlier refunds into account. For wallet payments, the wallet-funded amount returns to your wallet. For split payments, we verify the original funding and explain the wallet and external portions before completing the refund.

For collected cash-on-delivery payments, we can arrange an agreed MTN Mobile Money or Airtel Money refund after verifying the recipient with you. Other external payments use an appropriate agreed refund method. Staff complete the payment and record its transaction reference; approving a case does not itself send money. We never ask for your mobile-money PIN or OTP.

Evidence and case history

Photos and videos are available to you and our authorized team while your request is open. We remove them 180 days after resolution. Your case history and refund references remain available.

Need help accessing your order?

Contact info@gamersvalhalla.com or call 0753 301 153. We’ll help you find your order and the right next step.