Return & Refund Policy

General Return Policy

In addition to any mandatory rights you may have under applicable law, we offer a voluntary 30-day return policy for certain physical goods purchased through the DPI Merchandising, LLC (“DPI”) website located at https://shop.xboxgamestudios.com.

Subject to the exclusions below, you may return eligible items within 30 days after delivery if the items are unused, in their original condition, and returned with original packaging and all included accessories, inserts and components.

Unless applicable law requires otherwise, refunds under this voluntary 30-day return policy will exclude the original outbound shipping charge and any non-refundable payment processing, gift-wrap or similar optional service charges.

Nothing in this Policy limits, excludes or affects any mandatory consumer rights that apply under applicable law. If you are a consumer, any rights you may have under applicable law will apply in addition to this Policy, and in the event of a conflict, those mandatory rights will prevail.

HOW TO START A RETURN

To help us process returns efficiently, please contact Customer Service to request return instructions and, where applicable, a return merchandise authorization (RMA) number before sending goods back.

This request is intended for administrative convenience only and is not intended to discourage or delay the exercise of any statutory right of withdrawal or return you may have under applicable law. If you are exercising a statutory right under applicable law, failure to obtain an RMA number will not by itself invalidate an otherwise valid return or withdrawal notice, provided you can sufficiently identify the order and the goods being returned.

Return address:

DPI Merchandising, LLC:
℅ RETURNS
239 Industrial Dr.
Roseburg, Oregon, 97471

MADE-TO-ORDER / PERSONALISED GOODS

Goods that are made to your specifications or clearly personalized may not be eligible for cancellation under the EU/UK statutory right of withdrawal and may not be eligible for return under our voluntary 30-day return policy, except where the goods are damaged, defective, misdescribed or otherwise required to be accepted back under applicable law.

Where size, color or similar options are selected from standard pre-set options only, such goods will not be treated as “clearly personalised” unless they are actually produced to the consumer’s individual specifications.

EXCHANGE POLICY

We do not exchange products ordered in error. You can return a product ordered in error under our General Return Policy guidelines.

DAMAGED OR DEFECTIVE ITEMS

If you've received a product that was damaged in shipping or defective, you will have fifteen (15) days to file a claim with the insurer. If you have questions about this process, please reach out to Customer Service at DPIM_CustomerSupport@dpipromo.com. This insurance claim process does not limit, reduce, or replace any statutory rights you may have under applicable law.

RETURNING LIMITED EDITION & COLLECTOR'S EDITION ITEMS

Limited-Edition items are produced in limited quantities. DPI reserves a very small percentage of limited items for customers who might potentially receive damaged goods.

We will make all possible considerations to address issues that arise from Limited-Edition items that arrive damaged to customers. However, if our supply of replacements is exhausted we will offer the customer a refund of the item's purchase price. These cases fall under our standard return policy.

If we can replace your Limited-Edition item with a reserved item, the following rules apply to receive the replacement item:

  • Photographs or Video of the damaged item will be required to be sent to our customer service team.
  • Customers will need to remove, deface or destroy the numbered component and show proof of that action to get a refund or replacement.
  • In limited cases, we will request a return of a Limited Edition item to create a reshipment order or to issue a refund.

We always approach these situations with the utmost empathy. We address every issue with our Limited-Edition items personally.

Please reach out to Customer Service with questions regarding this policy or issues you have with your Limited-Edition Item.

After the 30 days window of all Limited Edition items being received by customers, we may ‘release’ any items held back for customer due to damages; please note these ‘released’ items are part of the original limited edition amount.

SEALED AUDIO, VIDEO AND SOFTWARE PRODUCTS

Under our voluntary 30-day return policy, sealed audio products, sealed video products and sealed software products must be returned unopened to qualify for a return, unless applicable law provides otherwise.

For consumers in the EU and UK, the statutory right of withdrawal does not apply to sealed audio recordings, sealed video recordings or sealed software once unsealed after delivery.

Nothing in this section limits your rights if the product is damaged, defective, misdescribed, or otherwise not in conformity with the contract.

RETURNS, EXCHANGES & REPLACEMENTS ON REDEEMABLE CODES

DPI from time to time may offer codes for game items. If you have received a code that is invalid please reach out to Customer Service with your issue. We will work with you and the studio to remedy any issue to the best of our ability.

However, DPI generally cannot replace codes for the following reasons:

  • The time limit to use the code has expired
  • The code was entered improperly
  • The code was entered for the incorrect game or platform
  • The code was transferred to a person that was not the original customer the code was issued to.
  • The customer entered an incorrect email at time of purchase.

 

In these cases, the code becomes unrecoverable and unverifiable, and you will need to reach out to Customer Service to see if we can address your refund, exchange, or replacement request in another manner.

DPI reserves the right to investigate order returns and withhold potential refunds that stem from the purchase of an item that qualified for an in-game item code. Nothing in this exception limits any rights you may have under mandatory applicable laws.

DIGITAL CONTENT SUPPLIED WITH PHYSICAL GOODS

Certain products may include digital content that is not supplied on a tangible medium, such as a digital game code, download code or other digital entitlement (“Digital Content”).

Where Digital Content is supplied together with physical good(s), the Digital Content will only be supplied immediately after purchase where the consumer has expressly consented at checkout to the immediate supply of the Digital Content and, where the consumer is in the EU or UK, has acknowledged that this results in the loss of the statutory right of withdrawal for that Digital Content, in accordance with applicable EU or UK law.

Once Digital Content has been supplied and made available to the customer pursuant to such consent, the statutory right of withdrawal under EU or UK law does not apply to that Digital Content. This does not affect any statutory rights in relation to defective or non conforming Digital Content.

REFUND METHOD

Refunds will ordinarily be made using the original payment method used for the purchase. If that payment method is unavailable, has expired, or applicable law requires a different method, we may issue the refund by another lawful method.

ORDER CANCELLATION

DPI will have the right to cancel any order prior to shipment where there is a reasonable and legitimate basis to do so, including, but not limited to:

  • Product availability issues: The item is out of stock, discontinued, or otherwise unavailable.
  • Pricing or listing errors: The order was placed based on incorrect pricing, product information, or other errors on our website.
  • Payment concerns: The payment method cannot be verified, is declined, or appears to involve fraudulent or unauthorized activity.
  • Customer information issues: The shipping address, contact information, or other required details are incomplete, inaccurate, or cannot be validated.
  • Policy violations: The order appears to violate our terms of service, resale restrictions, or other company policies.
  • Unusual or suspicious activity: The order volume, pattern, or behavior suggests potential misuse of our services.

If we cancel an order, we will notify you using the contact information provided at checkout and issue a refund for any amount already paid.

REFUNDS ON VIDEO GAME & SOFTWARE CODES

Any redeemed computer software, music or video game codes can only be exchanged for an identical item.

Any Digital Content (including game or software codes) that has been supplied immediately after purchase with the customer’s express consent and, where applicable, acknowledgment of loss of the statutory right of withdrawal, and that has been redeemed or activated, cannot be refunded, except where the Digital Content is defective or otherwise not in conformity with the contract.

Refunds will not be offered on items that go on sale post purchase. If an item has not shipped, we can cancel the original order and you are able to reorder from the sale, but if an item sells out and your order has been refunded you lose the item. Additionally, if an item has shipped no refunds will be extended.

PHYSICAL GOODS BUNDLED WITH DIGITAL CODES

Some physical products are bundled with Digital Content such as a game code or other digital entitlement. Where Digital Content is supplied immediately after purchase with the customer’s express consent and, where the consumers is in the EU or UK, acknowledgment of loss of the statutory right of withdrawal, then any redemption, activation, access or use of the Digital Content means that the statutory right of withdrawal under EU or UK law does not apply to that Digital Content.

Where Digital Content has been supplied and cannot be revoked, canceled or reissued (due to the above paragraph), we may refuse a return or refund of the associated physical good(s), except where required under applicable law. This does not affect the consumer’s rights if the physical goods are defective, damaged, misdescribed or otherwise not in conformity with the contract. For the sake of clarity, with respect to a bundle that consists of physical digital code that is unredeemed (and remains sealed/unopened) and a physical good(s), such bundle may be returned and refunded, subject to the terms of this Policy.

GENERAL ORDER CANCELLATION POLICY

Under most circumstances, orders that contain in stock items cannot be cancelled once processing for shipment has begun. This does not affect any statutory rights available to consumers under applicable law, including the right of withdrawal after delivery or the right to terminate the contract where the trader fails to deliver the goods.

NOTE: Please contact our Customer Support Team before returning items so we can provide appropriate instructions. Returns sent without prior coordination may experience processing delays; however, this does not affect any mandatory consumer rights under applicable law, including valid statutory withdrawal or return rights.

PRE-ORDERS CANCELLATION POLICY

Orders that contain Pre-Order items can be canceled before the order ships under the following conditions.

  • Generally only the pre-order items in an order can be canceled.
  • The pre-order item(s) are not limited edition, timed edition or exclusive items that fall under our Made to Order Items Policy
  • Your customer service request to cancel an order or items was made well in advance of a pre-order item(s) being in stock.


ORDERS THAT HAVE SHIPPED CANCELLATION POLICY

Once an order has shipped, it cannot be cancelled. This does not affect any statutory rights available to consumers under applicable law, including the right of withdrawal after delivery or the right to terminate the contract where the trader fails to deliver the goods.

EU & UK STATUTORY RIGHT OF WITHDRAWAL

If you are a consumer residing in the European Union or the United Kingdom, you may have a legal right to withdraw from your contract for most physical goods purchased online within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods. For contracts relating to multiple goods delivered separately, the withdrawal period expires 14 days after the day on which you, or such third party, acquires physical possession of the last good.

To exercise the right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement before the withdrawal period expires. You may contact Customer Service at dpim_customersupport@dpipromo.com or use the model withdrawal form made available on our website, but use of the form is not mandatory.

If you validly withdraw, we will reimburse all payments received from you for the withdrawn goods, including the cost of the least expensive standard delivery method we offered for the order, without undue delay and in any event no later than 14 days after the day on which we are informed of your decision to withdraw. If you selected a more expensive delivery method than our least expensive standard option, we are not required to reimburse the additional cost.

We will make the reimbursement using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise and provided that you do not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is earlier.

You must send back the goods without undue delay and in any event no later than 14 days after the day on which you communicate your withdrawal to us. The deadline is met if you send back the goods before the 14-day period has expired.

Unless we state otherwise, you will bear the direct cost of returning the goods when you exercise the statutory right of withdrawal.

Our 30 day return policy is a commercial policy offered in addition to these statutory rights.

For Digital Content supplied immediately after purchase, the statutory right of withdrawal applies only where performance has not begun and where the consumer has not provided the consent and acknowledgment described above.

EXCEPTIONS TO THE EU/UK RIGHT OF WITHDRAWAL

The statutory right of withdrawal does not apply, among other cases permitted by applicable law, to:

(a) goods made to your specifications or clearly personalized;
(b) sealed audio recordings, sealed video recordings or sealed software that were unsealed after delivery; and
(c) sealed goods that are not suitable for return for health protection or hygiene reasons, where they become unsealed after delivery.

These exceptions do not affect your rights if goods are defective, damaged, misdescribed or otherwise not in conformity with the contract.