Not sure if you can return your EB Games purchase?
Can you return an item to EB Games? Check eligibility first
EB Games accepts most new, unused items for change-of-mind returns within 7 days of purchase or delivery, with proof of purchase (receipt, order confirmation, or EB World record). Items must be in brand-new, resalable condition with all original packaging and accessories.
Exclusions:
- Gift cards, digital download codes, pre-paid cards, EB World membership packs
- Items sold by “Trusted Partners”
- Opened or used electronics (consoles, accessories, headsets, chairs, desks)
- Headphones/headsets once opened (unless faulty)
Faulty or incorrect items: Covered under Australian Consumer Law beyond the 7-day window. You’re entitled to a repair, replacement, or refund (items damaged by misuse aren’t covered).
Key takeaway: Keep your receipt, return within 7 days for change of mind, and check exclusions. Faulty products are protected outside the 7-day limit.
How to return an item to EB Games
1. In-store purchases: Bring the product (with all packaging/accessories) and your receipt or EB World ID to any EB Games store. Eligible returns are processed immediately for refund or exchange.
2. Online orders:
- Return in-store: Bring the item and your order confirmation/packing slip (or EB World account) to any store.
- Return by mail: Contact EB Games Customer Service to initiate. They’ll confirm instructions and a return address. Pack securely and include all original packaging.
- Trusted Partner items: Must be returned through EB’s customer service so they can coordinate with the partner.
3. Wrong or faulty items: Do not open or use. Contact customer service or visit a store for a swap or refund. EB covers return costs for these cases.
EB Games return timeframes and item conditions
- 7-day window for change-of-mind returns from purchase/delivery.
- Condition: Must be unused, unopened where relevant, and complete (tags, seals, manuals, cables, inserts).
- Proof of purchase: Receipt, packing slip, order email, or EB World account.
- Faulty items: No time limit. Return ASAP within warranty/ACL rights.
- Opened software/media: Not returnable for change of mind unless covered by EB World “Game Guarantee” (L1–3: 7 days, L4: 10 days, L5: 14 days). Preowned games: 14 days for all customers.
- Bundles/promos: All components must be returned. Refund values adjust for any discounts.
Who pays for EB Games return shipping?
- In-store returns: Free, no restocking fees. Refund to original payment method.
- Mail returns (change of mind): You pay postage; use tracked shipping and keep your receipt.
- Faulty/incorrect items: EB covers return shipping (label or courier) and should refund original delivery fees.
- Click & Collect: Return in-store like an in-store purchase.
- Original delivery fee: Usually not refunded for change-of-mind; refunded for faulty/incorrect items.
EB Games refunds after a return - how and when you’ll get your money back
- In-store: Processed immediately; card refunds may take a few days. Afterpay/Zip returns go back through those platforms.
- By mail: Allow ~10 business days after warehouse receipt/inspection, plus bank/PayPal timelines.
- PayPal in-store: Stores can’t refund directly to PayPal. They may offer cash, card, or store credit. Use mail returns for PayPal refunds.
- Partial/denied refunds: Late, incomplete, or used returns may be reduced or refused.
- Exchanges: Instant in-store; by mail it’s processed as a return + new order.
EB Games cases submitted through Ajust
I tried to exchange a t-shirt at EB Games for a larger size, but the staff refused to accept my receipt even though it was the only one I was given at purchase. The item still had tags and was unworn, yet I was left with no help or solution. It felt like being punished for following the rules. - Karen
I returned my PS5 controller to EB Games for repair because of severe stick drift, but the store misplaced it and refused to take responsibility. I’ve been left with no controller and no resolution, even after following up with the manager. I just wanted it fixed or replaced. - Brendon
I bought a fragile collectible online from EB Games and it arrived broken. The packaging didn’t protect it properly, and there was nothing on top to stop it from moving around. It was really disappointing to see it damaged right out of the box. - Jaqueline
My son was sold the wrong gaming card at EB Games — it only worked on mobile, not his PlayStation. When we tried to sort it out, the staff wouldn’t help or explain what to do. It was his birthday money, and seeing him so upset was heartbreaking. - Linda
Customer experiences with EB Games returns
Game Guarantee success: Members report quick refunds on opened games within their return window.
Exclusions surprise: Consoles/hardware are not returnable for change of mind, even unopened. The 7-day limit is shorter than many retailers, so act fast.
Support delays: Some online return requests via email are slow. Calling or visiting a store is faster.
Official EB Games Returns Resources & Links
EB Games Return FAQs
Can I return an item to EB Games for change of mind?
Yes, EB Games allows change-of-mind returns within 7 days of purchase or delivery if items are new, unused, and in original packaging with proof of purchase. Returns must include all accessories and packaging. Exclusions apply, such as gift cards, digital downloads, and opened electronics. Act fast—after 7 days, only faulty items qualify under Australian Consumer Law.
What items can’t be returned to EB Games?
EB Games won’t accept returns for opened consoles, accessories, or headphones unless faulty. Gift cards, prepaid cards, and digital download codes are also excluded. Items from Trusted Partners must go through customer service for processing. Always check your product type before returning to avoid rejection.
How do I return an online order to EB Games?
You can return online orders in-store with your order email, EB World account, or packing slip. For mail returns, contact EB Games Customer Service for instructions and shipping details. You’ll pay postage for change-of-mind returns, but EB covers shipping for faulty or incorrect items.
When will I get my EB Games refund after returning an item?
In-store refunds are usually processed instantly, though card payments may take a few days. Mail returns take about 10 business days after inspection, plus bank or PayPal processing time. Refunds go back to the original payment method—except PayPal, which may be refunded via cash, card, or store credit if returned in-store.
Every day you wait, your refund gets harder.
Don’t let the return window close. Let’s check if you’re still covered.