Refund Policy

Refund & Returns Policy

Art of Play Interactive Pty Ltd
ABN 17 166 220 757
62/30 Russell St, Melbourne VIC 3000, Australia
Website: 

https://artofplayshop.com/

Last Updated: 18 May 2026

 

 

1. Overview

This Refund & Returns Policy applies to all purchases made through the Art of Play Interactive online store at 

https://artofplayshop.com/

 ("Store").

We are committed to fair and transparent outcomes for all customers. For Australian customers, this policy operates alongside — and does not limit — your rights under the Australian Consumer Law ("ACL"), which forms Schedule 2 of the Competition and Consumer Act 2010 (Cth). Where ACL rights apply, they take precedence over any more restrictive provisions in this policy.

If you have a question about a purchase, please contact us first:
Email: 

studio@artofplayshop.com

 (update if different)
Address: 62/30 Russell St, Melbourne VIC 3000, Australia

 

 

2. Australian Consumer Law — Your Guaranteed Rights

If you are an Australian consumer, our products come with guarantees that cannot be excluded under the ACL. You are entitled to:

  • A replacement or refund for a major failure; and

  • Compensation for any other reasonably foreseeable loss or damage caused by a major failure.

  • Have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

A major failure occurs where:

  • A reasonable consumer would not have bought the product had they known about the problem;

  • The product is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;

  • The product is unsafe; or

  • The product is significantly different from its description or sample.

These rights apply regardless of whether the product is physical or digital.

 

 

3. Physical Goods (Merchandise & Physical Console Games)

3.1 Change of Mind

We accept change-of-mind returns for physical goods within 30 days of delivery, provided the item is:

  • Unused and in its original, unopened condition;

  • In its original packaging with all tags, inserts, and accessories included; and

  • Not a sale, clearance, or "final sale" item (which are non-returnable for change of mind).

Return shipping costs for change-of-mind returns are the customer's responsibility. We recommend using a tracked shipping method, as we are not responsible for items lost in transit on return.

Upon receipt and inspection of the returned item, we will issue a refund to your original payment method within 5–10 business days.

3.2 Faulty, Damaged, or Incorrect Items

If your physical item arrives faulty, damaged in transit, or is not what you ordered, please contact us within 30 days of delivery with:

  • Your order number;

  • A description of the issue; and

  • Photos or video evidence where applicable.

We will assess your claim and, at our discretion (or as required by the ACL), offer one of the following:

  • A replacement item dispatched at no cost to you;

  • A full refund to your original payment method; or

  • A store credit.

We will cover return shipping costs for faulty or incorrect items.

3.3 Items Damaged in Transit

If your order arrives visibly damaged, please photograph the packaging and item upon receipt and contact us within 7 days of delivery. Claims made after this window may not be accepted as transit damage.

 

 

4. Digital Game Copies & Licence Keys

4.1 General — No Change of Mind After Delivery

Digital game copies and licence keys are non-refundable once delivered to your nominated email address. This is because digital products are immediately accessible upon delivery and cannot be "returned."

Please carefully check:

  • Platform compatibility (PC, Mac, console, etc.);

  • Regional restrictions (some keys are region-locked);

  • System requirements; and

  • Whether you already own the title

before completing your purchase. These details are listed on each product page.

4.2 Faulty or Invalid Keys

If your digital key is:

  • Invalid or does not activate;

  • Already redeemed by a third party through no fault of your own; or

  • Delivered to an incorrect email address due to a system error on our part,

please contact us at 

studio@artofplayshop.com

 within 14 days of delivery with your order number and a description of the issue. We will investigate and, where the fault is confirmed, provide a replacement key or full refund.

4.3 Australian Consumer Law

Notwithstanding clause 4.1, Australian customers retain their ACL rights in relation to digital goods. If a digital product has a major failure (e.g., the key is permanently non-functional and cannot be replaced), you are entitled to a remedy under the ACL regardless of delivery status.

 

 

5. Pre-Orders

5.1 Cancellation by You

You may cancel a pre-order and receive a full refund at any time up to 7 days before the estimated dispatch date. To request a cancellation, email 

studio@artofplayshop.com

 with your order number and the subject line "Pre-Order Cancellation."

Cancellation requests received less than 7 days before the estimated dispatch date may not be accepted, as fulfilment processes may already be underway.

5.2 Cancellation by Us

If we are unable to fulfil your pre-order (e.g., due to production cancellation, indefinite delay, or unavailability), we will cancel your order and issue a full refund to your original payment method. You will be notified by email promptly.

5.3 Pre-Orders for Digital Games — Playtest Key Redemption

Where a pre-ordered digital game includes a Playtest Key (a key granting early/beta/playtest access prior to the official release):

  • The Playtest Key will be delivered to your nominated email address.

  • Redemption of the Playtest Key — meaning the act of activating, registering, or otherwise using the key on any platform, device, or account — renders the pre-order non-refundable for change of mind.

  • Simply receiving the Playtest Key in your inbox, without redeeming it, does not affect your cancellation rights under clause 5.1.

  • You will be notified at the time of Playtest Key delivery that redemption triggers this condition.

This non-refundable condition does not apply where:

  • The Playtest Key is invalid or non-functional and we are unable to provide a working replacement; or

  • You are entitled to a remedy under the Australian Consumer Law due to a major failure.

5.4 Pre-Orders for Physical Games

Pre-orders for physical console games or merchandise follow the physical goods policy (clause 3) upon dispatch and delivery.

 

 

6. How to Request a Refund or Return

To initiate a return or refund request, please follow these steps:

  1. Contact us at 

  2. studio@artofplayshop.com

  3.  with:

    • Your full name and order number;

    • The product(s) you wish to return or claim a refund on;

    • The reason for your request; and

    • Supporting evidence (photos, screenshots, error messages) where applicable.

  4. Wait for our response. We aim to respond to all refund/return requests within 2 business days.

  5. Follow return instructions. If a physical return is required, we will provide you with a return authorisation and instructions. Do not send items back without first receiving return instructions from us.

  6. Receive your remedy. Once your return is received and inspected, or your digital claim is verified, we will process your refund, replacement, or store credit within 5–10 business days.

 

 

7. Refund Method

Refunds are issued to the original payment method used at checkout. Processing times vary by payment provider:

  • Credit/debit cards: 3–10 business days after we issue the refund

  • PayPal or other payment platforms: per the provider's standard processing times

We do not issue refunds in cash or via a different payment method than originally used, except where required by law or where the original payment method is no longer available.

 

 

8. Sale and Clearance Items

Items marked as "Sale," "Clearance," or "Final Sale" are not eligible for change-of-mind returns or refunds. Your ACL rights (including for faulty goods) still apply to sale items.

 

 

9. International Customers

We welcome international orders. If you are purchasing from outside Australia:

  • Change-of-mind returns for physical goods are accepted under the same conditions as clause 3.1; however, international return shipping costs are the customer's responsibility and we do not cover customs or duties on returned items.

  • Your local consumer protection laws may grant you rights in addition to those set out in this policy. We do not seek to exclude any mandatory rights under your applicable local laws.

  • Refunds to international customers will be made in AUD to the original payment method. Any currency conversion fees or exchange rate differences are outside our control.

 

 

10. Contact Us

For all returns, refund requests, or product issues, please reach out to us:

Email: 

studio@artofplayshop.com


Mailing Address: 62/30 Russell St, Melbourne VIC 3000, Australia
Website: 

https://artofplayshop.com/

We aim to respond to all enquiries within 2 business days.

 

 

Art of Play Interactive Pty Ltd — ABN 17 166 220 757 — 62/30 Russell St, Melbourne VIC 3000

Link copied