Mad Elf Retro Games Shop

Refund and Returns Policy

Returns & Refunds Policy

Last updated: 9 May 2026

This Returns & Refunds Policy applies to purchases made from Mad Elf Games, operated by Mad Elf Limited in New Zealand.

We sell mainly pre-owned, retro, vintage, and collectible video games, consoles, accessories, and related items. Because many of our products are second-hand, older, or collectible, we describe each item’s condition as clearly as possible before sale.

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

1. Faulty, damaged, or incorrectly described items

If an item you receive is faulty, damaged, not as described, or does not meet the guarantees required under New Zealand consumer law, please contact us as soon as possible.

Depending on the issue, we may offer a repair, replacement, store credit, or refund.

If the problem is serious, you may be entitled to reject the goods and request a refund, replacement, or other remedy under the Consumer Guarantees Act.

Please contact us before returning the item so we can assess the issue and provide return instructions.

2. Second-hand and retro products

Many items sold by Mad Elf Games are pre-owned and may show normal signs of age or previous use. This can include light marks, shelf wear, case wear, manual wear, label wear, or other cosmetic imperfections.

We do our best to describe item’s condition accurately. Cosmetic wear that is clearly shown in photos or described in the product listing is not considered a fault.

For older games, consoles, and accessories, compatibility may depend on your hardware, region, cables, TV, console condition, or other setup factors. Please check compatibility before purchasing.

3. Change-of-mind returns

You are not automatically entitled to a refund or exchange if you simply change your mind, choose the wrong item, find it cheaper elsewhere, or no longer want the product. This is consistent with New Zealand consumer guidance.

However, we may accept change-of-mind returns at our discretion if:

  • You contact us within 7 days of receiving the item;
  • The item is returned in the same condition it was supplied.
  • The item is complete with all included parts, manuals, inserts, cases, packaging, or accessories;
  • The item has not been damaged, modified, opened where sealed, or used in a way that affects resale value;
  • Proof of purchase is provided.

For accepted change-of-mind returns, the buyer is responsible for return postage costs. Original shipping costs may not be refunded.

4. Items that cannot usually be returned for a change of mind

Unless the item is faulty or not as described, we usually cannot accept change-of-mind returns for:

  • Sealed items that have been opened;
  • Digital codes, download codes, DLC, or online passes;
  • Items sold clearly as “for parts”, “untested”, “as-is”, or “faulty”;
  • Items damaged after delivery;
  • Items missing included parts after delivery.
  • Special orders or items sourced specifically for a customer.

5. Untested, faulty, or “as-is” items

Some products may be sold as untested, faulty, for parts, or as-is. These items will be clearly described in the listing.

If you buy an item listed this way, the known condition or risk described in the listing is part of the sale. We do not accept returns simply because the item has a fault or limitation already disclosed.

This does not remove your rights if we misdescribe the item or fail to disclose a known issue that should reasonably have been included.

6. Return postage

If an item is confirmed to be faulty, damaged, or incorrectly described, we will discuss the appropriate return process with you. In many cases, we may cover reasonable return shipping costs where required under New Zealand consumer law.

For change-of-mind returns accepted at our discretion, the buyer is responsible for return shipping.

We recommend using tracked shipping for returned items. We are not responsible for returned items lost or damaged in transit unless we arranged the return shipping ourselves.

7. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome.

Approved refunds will usually be processed back to the original payment method. Processing times may vary depending on your bank or payment provider.

We may reduce or refuse a refund if the returned item is incomplete, damaged, altered, or not returned in the same condition it was supplied, unless the issue is covered by your rights under New Zealand consumer law.

8. Exchanges and replacements

Where possible, we may offer a replacement or exchange. Because many retro and second-hand items are unique, replacement stock may not always be available.

If a replacement is not available, we may offer a refund, repair, or store credit depending on the situation.

9. How to request a return

To request a return, please contact us with:

  • your order number;
  • your name and contact details;
  • the item you want to return;
  • the reason for the return;
  • photos or video showing the issue, if relevant.

Contact us at:

Email: office@megames.co.nz
Website: https://madelfgames.co.nz

Please do not send items back before contacting us. We need to confirm the correct return address and return process first.

10. Your rights under New Zealand law

This policy is in addition to your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

The Consumer Guarantees Act gives customers the right to seek a remedy when goods are faulty, of poor quality, not fit for purpose, or do not match their description. The available remedy depends on the nature and seriousness of the issue.