Refund policy
We have a 14-day return policy, which means you have 14 days after the date of purchase to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, without damaging, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@gohoeorgohome.com. If your return is accepted, we’ll send you the address where you can ship your package to, as well as instructions on how and where to send your package. Items sent back to us without requesting a return first will not be accepted. If you still do this, we can ship the game back to you on your own cost, but we won't be responsible for any refunds or shipping costs. Please be aware that we will provide a return label, but the costs of the return will be for your own account. The return cost is €9.
You can always contact us for any return question at info@gohoeorgohome.com.
Damaged package
Please inspect your order as soon as it gets delivered and contact us immediately if the item is defective or damaged, so that we can evaluate the issue and make it right. When you receive a damaged game, we can either refund the cost of the game or we will send out a new one. To process a damaged package, we will need multiple pictures and a statement that it came in damaged. When applying for a damaged goods return, we will supply the form for you to fill in. This also has to happen within the first 7 days of arrival.
Not picked up from a pick-up point
It can happen that after a failed delivery attempt, your package get send to a pick-up point. We expect our customers to pick up their packages when this happens. If the item is not picked up, it will get returned to us. When this happens, we will only be refunding the cost of the game minus the return cost (€9), excluding the shipping fee as well.
Automatic returns (failed delivery)
When our carrier has tried to deliver your package and is unsuccessful; the package will be returned to sender. Since this is a return without advanced notice, we are not responsible to refund any shipping costs and are obligated to charge €9 for the return cost. Shipping the game back to you, with a new address, is possible, but the costs will need to be provided for.
Wrong shipping details
When placing an order, make sure to fill in your correct address. When we have shipped out your game, we can not change the address anymore. When entering a wrong address, we are not responsible for any refunds. Only when the game is returned we can only refund the cost of the game, not the shipping cost and we are obligated to charge the €9 return fee. Shipping the game back to you, with a new address, is possible, but the costs will need to be provided for.
DEAD LETTER (!)
Sometimes, if you provide an incorrect address, your building is empty, or the address doesn't exist, the delivery company may mark your package as a dead letter and throw away your package instead of returning it to us. Unfortunately, in such cases, we can't offer a refund. Because we wouldn't be able to sell the game to another customer anymore and it's not our fault the package didn't make it to you. If you still want the item, we can send you a free replacement, but you'll need to pay a reshipping fee.
Exceptions
Unfortunately, we cannot accept returns on sale items or 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. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that we won't refund the shipping cost in any case!