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What is the Gear Store return policy?Updated 2 years ago

GENERAL RETURN POLICY

Unopened items (unless otherwise stated) in original new condition can be returned within 30 days of purchase for a full refund excluding the shipping costs (you have to pay the shipping of the returned item).

RETURN PROCESS

To start the process for returning items, please reach out to Customer Service. 

DO NOT RETURN ITEMS OR ORDERS TO THIS ADDRESS WITHOUT GOING THROUGH CUSTOMER SERVICE FIRST.

AN RMA NUMBER IS REQUIRED TO PROCESS ANY RETURN.

A RETURN WITHOUT AN RMA NUMBER WILL NOT BE REFUNDED.

YOU HAVE 30 DAYS FROM THE DATE THE RMA IS ISSUED TO RETURN YOUR ITEMS. IF MORE THAN 30 DAYS HAVE PASSED THE RMA WILL NOT BE HONORED

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C/O Official Gear Store
239 Industrial Dr.
Roseburg Oregon, 97471

Situations where an item or items MAY NOT be returned or refunded for any reason except where applicable by law.

  • A returned shipment that does not have an RMA number provided by Customer Service
  • Made to Order Products
  • Items that have been opened.
  • Items that have been damaged or are not in their original condition.
  • Any Item that has missing parts or has been played with.
  • Any Item returned more than 30 days from the time the items were received by the customer.
  • Any items that we not purchased from the Bethesda Gear Store.
  • Any product(s) that were sold as part of a bundle, unless the entire contents of the bundle are returned complete.
  • Any item sold during a limited time window of purchase.
MADE TO ORDER PRODUCTS

All sales are final on Limited Edition, Timed Edition or Exclusive Products that are made to order. Your purchase of these items reserve your specific item and cannot be refunded or returned after the order is placed.

These items can include:

  • Limited Edition Prints, Giclees and Lithographs
  • Monthly Tee 
  • Promotional Items
EXCHANGE POLICY

We do not exchange products ordered in error.

You can return a product ordered in error under our General Return Policy guidelines.

Please take care ordering products from the Official Gear Store.

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. 

RETURNING LIMITED EDITION & COLLECTOR'S EDITION ITEMS

Limited-Edition items are produced in limited quantities.  DPI Merchandising, Inc. 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 items 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.
  • Customer will have to send the damaged item back. After receipt of the item the replacement reserve item will be issued.

You may think this policy strange. We agree. However, to offer every customer a fair chance at a Limited-Edition item we have had to combat arbitrage sellers and resellers abusing and circumventing our returns policy.

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. 

RETURNS ON VIDEO GAMES, SOFTWARE & MUSIC

Opened computer software, music or video games CANNOT BE RETURNED for any reason. 

RETURNS, EXCHANGES & REPLACEMENTS ON REDEEMABLE CODES

The Official Gear Store from time to time may offer codes for in game items for any of the available Brand properties. 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 Brand to remedy any issue to the best of our ability. However we cannot guarantee replacement of lost or invalid codes..

DPI MErchandising, Inc. cannot replace codes for the following non-exhaustive list of 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.
    • This makes the code unrecoverable and unverifiable. No exceptions.

DPI Merchandising, Inc. 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.

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