Refund policy
Revised 21/10/25
We have a 30-day return policy, which means you have 30 days after receiving your item to request a "Change of Mind" return.
Please note that acceptance of "Change of Mind" returns are always at the discression of Gap Games. We reserve the right to refuse or apply additional conditions on any "Change of Mind" returns including (and not limited to) restocking fees, partial refunds etc.
To be eligible for a return, the item must be in the same condition that you received it, unopened, unused and in its original packaging. You’ll also need the order number as proof of purchase.
To start a return, you can contact us at contact@gapgames.com.au. If your return is accepted, please return item in safe packaging to
Returns @ Gap Games / Shop 21 / 1000 Waterworks Rd / The Gap / QLD / 4061
Please note that postage costs and labels for "change of mind" returns are the responsibility of the purchaser. and original postage charge will not be included in the refund.
For returns on "special orders" eg Games Workshop "Direct' products" a 20% restocking fee will apply. Direct Items are Games Workshop Items that attract a 5% discount rather than our usual 21%.
You can always contact us for any return question at contact@gapgames.com.au.
NOTE: When returning items please make sure that they are carefully packed for postage. Any items returned to us with Damage will not be eligible for a refund. Do Not use postage bags or satchels!! Unless items have been sent to you in these products.
Product Damage, Faults and Order Issues/Errors
Product issues/fault and delivery mistakes do occur from time to time, please carefully inspect your order/product upon receipt (or pickup) and contact us immediately via email (contact@gapgames.com.au) if the item is defective, damaged or if you receive the wrong item/missing items. We will then evaluate the issue and do our best to make it right. (Please note that any defective items must be reported with 14days of receiving the item/s). After this period we will treat the order as correctly sent.
Please inspect all contents of model kits "prior" to starting the project.
Please note that for product issues we may need to contact the supplier/manufacturer or distributor for a solution. While we do our best this could take anywhere up to 2 weeks (or longer) for an answer.
In all cases above photos of order/product are generally required.
Solutions may include return of the original product (at our expense) for a refund/exchange or credit. We might also send missing parts or offer a discount on the original purchase. Note that each issue is treated on a case by case basis.
Please inspect your order on pickup and let us know of any issues immediately. Once you have left the Gap Village Shopping Centre we assume that the order is correct and any further issues must be dealt with instore.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method (less any applicable restocking fees or postage charges). Please remember it can take some time for your bank or credit card company to process and post the refund too.