Refund policy
RETURNS, WITHDRAWAL AND REFUND POLICY – AMAZINGAMES
Last updated: 3 October 2026
This policy governs returns, rights of withdrawal and refunds for products purchased from AMAZINGAMES, operated by Amazingroup SCL, Via Madonnetta 15, 6900 Lugano (TI), Switzerland.
Different rules apply to Switzerland/Liechtenstein and the European Union. Any mandatory consumer rights granted by applicable law remain unaffected.
1 – Switzerland and Liechtenstein
Voluntary returns within 14 days
Swiss law does not provide a general statutory right to cancel an online purchase simply because the customer has changed their mind.
AMAZINGAMES nevertheless voluntarily allows consumers to request a return within 14 days of delivery or collection of the product.
To qualify for a voluntary return:
- the product must be complete;
- it must not have been used beyond what is necessary to inspect its condition;
- all accessories and components originally supplied must be present;
- where a product was sold sealed, the seal and original packaging must remain intact, unless otherwise required by law.
Before returning any product, contact info@amazingames.ch and provide the order number and details of the products concerned.
The direct cost of a voluntary return is borne by the customer.
After the product has been received and inspected, the refund will, where possible, be made using the original payment method.
For a voluntary return governed solely by this commercial policy, the original delivery charges are not refunded, except in the event of an error by AMAZINGAMES or where mandatory law requires otherwise.
2 – European Union consumers
14-day right of withdrawal
Where mandatory European Union distance-selling rules apply, consumers have the right to withdraw from the contract without giving any reason within 14 days.
The period normally begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.
Where a single order contains multiple goods delivered separately, the period is calculated in accordance with applicable law.
How to exercise the right of withdrawal
To exercise the right of withdrawal, the consumer must inform AMAZINGAMES before the deadline by means of an unequivocal statement of the decision to withdraw from the contract.
The notice may be sent to:
Amazingroup SCL – AMAZINGAMES
Via Madonnetta 15
6900 Lugano (TI)
Switzerland
Email: info@amazingames.ch
We recommend including:
- first and last name;
- order number;
- products concerned;
- date received;
- a statement that the consumer wishes to exercise the right of withdrawal.
Use of the model withdrawal form provided at the end of this policy is not mandatory.
3 – Returning goods after an EU withdrawal
After notifying AMAZINGAMES of the withdrawal, the goods must be returned without undue delay and in any event within 14 days, in accordance with applicable law.
Before shipping the return, contact info@amazingames.ch to obtain the correct return instructions and return address.
The direct cost of returning the goods is borne by the consumer, unless AMAZINGAMES has agreed otherwise or applicable law provides otherwise.
Do not send cash-on-delivery returns without prior authorisation.
4 – Refunds following an EU withdrawal
Where the right of withdrawal has been validly exercised, AMAZINGAMES will refund payments received in respect of the goods concerned.
Where required by applicable law, the original standard delivery charge will also be refunded.
Additional costs resulting from the consumer's choice of a delivery method more expensive than the standard delivery offered by AMAZINGAMES are not refunded, to the extent permitted by law.
Refunds are made within the time limits required by applicable law and may be withheld until the goods have been received or until the consumer provides evidence that the goods have been returned, whichever occurs first.
The refund will normally be made using the same means of payment used for the original transaction, unless otherwise agreed with the consumer and to the extent permitted by law.
5 – Diminished value
For EU consumers, the customer is liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
No fixed or percentage-based penalty is automatically charged merely for validly exercising a statutory right of withdrawal.
6 – Video games, software and sealed products
Switzerland and Liechtenstein
Under the voluntary return policy offered by AMAZINGAMES, sealed video games, software and other sealed products may be excluded from change-of-mind returns once the seal has been opened.
European Union
For EU consumers, only the exceptions to the right of withdrawal provided by applicable law apply.
Where the statutory requirements are met, the right of withdrawal may, among other cases, be excluded for sealed audio or video recordings and sealed computer software that have been unsealed after delivery.
7 – TCG, trading cards, boosters, boxes and collectibles
Switzerland and Liechtenstein
For voluntary returns offered by AMAZINGAMES, TCG and collectible products originally sold sealed must be returned with the original seal and packaging intact.
European Union
Opening the packaging of a TCG product or collectible does not automatically remove a statutory EU right of withdrawal where applicable law does not provide for such an exclusion.
The consumer may, however, be responsible for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
8 – Digital content, codes and personalised products
The right of withdrawal may be excluded in cases provided for by applicable law, including, where the relevant statutory requirements are met:
- goods made to the consumer's specifications or clearly personalised;
- digital content not supplied on a tangible medium where performance has begun with the consumer's prior express consent and acknowledgement that the right of withdrawal will be lost;
- other categories expressly excluded under applicable law.
Digital codes that have already been used, redeemed or activated cannot be returned simply because the customer has changed their mind where applicable law permits such an exclusion.
9 – Pre-owned goods
Pre-owned goods must be returned in the same condition in which they were delivered, taking into account any characteristics and signs of use already disclosed on the product page.
Characteristics, signs of use or missing components clearly disclosed before purchase do not in themselves constitute a defect.
Rights relating to defective or non-conforming goods are separate from the right of withdrawal or any voluntary return right.
10 – Pre-orders and externally stocked products
The fact that a product is purchased as a pre-order or is sourced or shipped through an external warehouse/dropshipping arrangement does not in itself remove mandatory consumer rights.
Where a statutory right of withdrawal applies, the relevant period begins in accordance with applicable law, normally upon delivery of the product.
11 – Defective, incorrect or damaged products
A change-of-mind withdrawal is separate from the rights applicable to defective, non-conforming, incorrect or damaged products.
In these cases, please contact info@amazingames.ch promptly and provide:
- the order number;
- the product concerned;
- a description of the problem;
- photographs, where useful.
Where the issue is attributable to AMAZINGAMES and is covered by the applicable guarantee or law, necessary return costs will be handled in accordance with applicable law.
A request to report an issue promptly does not shorten statutory guarantee periods or any other mandatory consumer rights.
12 – Purchases made in the physical store
The statutory right of withdrawal applicable to distance contracts does not normally apply to purchases concluded directly in the physical store.
Any exchange or return allowed simply because the customer has changed their mind following an in-store purchase is a voluntary commercial policy and may be subject to the conditions communicated at the time of purchase.
13 – Model withdrawal form for EU consumers
The following form may be used but is not mandatory.
To:
Amazingroup SCL – AMAZINGAMES
Via Madonnetta 15
6900 Lugano (TI)
Switzerland
Email: info@amazingames.ch
I/We hereby give notice that I/We withdraw from the contract of sale of the following goods:
________________________________________
Order number: _________________________________
Ordered on: __________________________________
Received on: _________________________________
Name of consumer: ____________________________
Address of consumer:
________________________________________
________________________________________
Date: _______________________________________
Signature: __________________________________
(required only if this form is submitted on paper)
14 – Returns and refunds contact details
Amazingroup SCL – AMAZINGAMES
Via Madonnetta 15
6900 Lugano (TI)
Switzerland
Email: info@amazingames.ch
Before sending any return, we recommend contacting us to obtain the correct return instructions.