Returns, withdrawal and refund policy
Last updated: 3 October 2026
This policy applies to purchases from Amazingroup SCL (AMAZINGAMES), Via Madonnetta 15, 6900 Lugano, Switzerland. Rules vary according to the delivery country. Mandatory consumer rights under applicable law remain unaffected.
1. Orders delivered in Switzerland and Liechtenstein
Voluntary returns
Swiss law does not provide a general right to withdraw from online purchases. AMAZINGAMES nevertheless voluntarily allows consumers to request a return within 14 days of delivery or collection.
The product must be complete, unused and, where sold sealed, with seals and original packaging intact. Contact info@amazingames.ch before returning goods, stating the order number and items. Direct return costs for voluntary returns are borne by the customer. After receipt and inspection, refunds are made using the original payment method. Original delivery charges are not refunded for a purely voluntary Swiss return, except in case of our error or where mandatory law provides otherwise.
Items excluded from voluntary returns
Except for defective goods or mandatory legal rights, voluntary returns do not cover sealed software, video games or similar media once unsealed; codes, gift cards or digital content already supplied or activated; personalised goods; incomplete, damaged or excessively used items; or sealed collectibles including TCG products once their seal or original packaging has been opened or altered.
Pre-owned goods
Pre-owned goods must be returned in the same disclosed and delivered condition and with the components stated on the product page. A voluntary return does not cover wear, characteristics or missing items clearly disclosed before purchase.
2. Orders directed to consumers in the European Union
14-day right of withdrawal
Where mandatory EU distance-selling rules apply, consumers may withdraw without giving a reason within 14 days from taking physical possession of the goods. For qualifying orders delivered separately, the period may run from delivery of the last item under applicable law.
To withdraw, send an unequivocal statement before the deadline to info@amazingames.ch with your name, order number, affected products and decision to withdraw. The model form below may be used but is not mandatory. Goods must then be returned without undue delay and no later than 14 days after communicating withdrawal. Direct return costs are borne by the consumer unless AMAZINGAMES agrees otherwise or applicable law provides otherwise.
EU refunds
For a valid withdrawal, we refund payments for the affected goods and, where required by applicable law, the original standard delivery cost. Additional costs for a delivery method more expensive than standard delivery are not refunded. Refunds are made within the legal deadline and may be withheld until we receive the goods or proof that they have been sent back, whichever occurs first.
The consumer is liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
EU exceptions
The right of withdrawal does not apply where an exception under applicable law applies, including, where conditions are met: made-to-measure or clearly personalised goods; sealed audio/video recordings or computer software unsealed after delivery; digital content not supplied on a tangible medium once performance has begun with the consumer's prior express consent and acknowledgement of losing the right of withdrawal; and other statutory exceptions.
TCG, trading cards, boxes, boosters and collectibles: opening packaging does not automatically remove a statutory EU withdrawal right. The consumer may, however, be liable for diminished value caused by handling beyond what is necessary to inspect the product.
Pre-orders and external-warehouse/dropshipping items
Being a pre-order or sourced/shipped from an external warehouse does not in itself remove mandatory consumer rights. Where withdrawal applies, the period runs according to applicable law, normally from delivery.
3. Defective, incorrect or damaged goods
Withdrawal for change of mind is separate from rights relating to defective, non-conforming, incorrect or damaged goods. Contact info@amazingames.ch promptly with the order number, description and useful photos.
Swiss B2C purchases are subject to mandatory limitation periods under the Swiss Code of Obligations; for second-hand goods, where validly agreed, the warranty period may be reduced within statutory limits. EU consumers retain mandatory legal guarantees and remedies under the law applicable in their country.
4. Purchases in our physical store
The distance-selling right of withdrawal normally does not apply to purchases concluded in the physical store. Any change-of-mind exchange or return offered in store is voluntary and may be subject to conditions communicated at purchase.
5. How to request a return
Before shipping goods, contact info@amazingames.ch for return address and instructions. Do not send cash-on-delivery returns without prior authorisation.
6. Model EU withdrawal form
To: Amazingroup SCL (AMAZINGAMES), Via Madonnetta 15, 6900 Lugano, Switzerland – info@amazingames.ch
I/We hereby give notice that I/We withdraw from the contract of sale of the following goods: ______
Order number: ______
Ordered/received on: ______
Consumer name: ______
Consumer address: ______
Date: ______
Signature (paper forms only): ______
7. Applicable law
To the extent permitted by law, relations with AMAZINGAMES are governed by Swiss law. This choice does not deprive consumers of mandatory protections granted by the law applicable in their country of residence where those rules apply.