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Complaints

COMPLAINTS AND CUSTOMER SUPPORT – AMAZINGAMES

Last updated: 3 October 2026

This page explains how to contact AMAZINGAMES, operated by Amazingroup SCL, if you experience a problem relating to an order, a product or a purchase.

Submitting a complaint through this procedure does not limit or replace any mandatory rights granted to consumers under applicable law.

1 – How to submit a complaint

The quickest way to contact us is by email:

info@amazingames.ch

You may also send written correspondence to:

Amazingroup SCL – AMAZINGAMES
Via Madonnetta 15
6900 Lugano (TI)
Switzerland

2 – Information to provide

To help us identify and handle the issue more quickly, we recommend providing:

  • your first and last name;
  • the email address used for the purchase;
  • the order number, where available;
  • the product concerned;
  • a description of the problem;
  • any photographs or videos useful for assessing the issue.

Failure to provide one of the above items does not automatically result in the loss of any rights granted by law.

3 – Defective, incorrect or damaged products

If a product is defective, non-conforming, incorrect or damaged during delivery, we recommend contacting us as soon as possible and providing information useful for assessing the issue.

AMAZINGAMES may request photographs, additional information or, where necessary, the return of the product in order to verify the problem.

Our recommendation to report the problem promptly does not reduce statutory warranty periods or any other mandatory consumer rights.

4 – Handling your complaint

AMAZINGAMES reviews complaints within a reasonably short period of time, taking into account the nature of the issue and any checks that may be required.

Where a complaint concerns a product, it may be necessary to inspect the product itself or request information from the manufacturer, distributor, supplier or carrier.

The customer will be informed if further information is required in order to process the request.

5 – Possible solutions

Where a complaint is justified, the appropriate solution will be determined according to the nature of the problem and the applicable law.

Depending on the circumstances, possible remedies may include:

  • repair;
  • replacement;
  • price reduction;
  • full or partial refund;
  • another remedy provided for by applicable law.

The remedy applicable in each case depends on the specific circumstances and the rights granted under applicable law.

6 – Returns and right of withdrawal

A complaint concerning a defective or non-conforming product is separate from a return due to a change of mind or the exercise of any applicable right of withdrawal.

For returns, withdrawal and refunds, please refer to the Return, Withdrawal and Refund Policy published on the AMAZINGAMES website.

7 – Pre-orders

For issues concerning pre-orders, changes to release dates, allocations or unavailable products, the conditions set out on the Pre-orders and Reservations page and in the General Terms and Conditions of Sale also apply.

8 – Consumer rights

No internal AMAZINGAMES procedure limits consumers' mandatory statutory rights.

For customers in Switzerland, the applicable provisions of Swiss law apply.

For consumers in the European Union, where applicable, mandatory rights granted by applicable European Union and national law remain unaffected.

9 – Contact details

Amazingroup SCL – AMAZINGAMES
Via Madonnetta 15
6900 Lugano (TI)
Switzerland
Email: info@amazingames.ch