Return and Refund Policy

Return and Refund Policy

Effective Date: 3/11/25

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the SEG Stores LLC (DBA "The Game Bunker") website located at www.thegamebunker.com ("Website").

Disclaimer: This is a general store return policy. Each brand carried by SEG Stores LLC DBA “The Game Bunker” may have its own return, refund, warranty and cancellation policy. It is the customer’s responsibility to review all applicable brand-specific policies before purchase. Each brand—and in some cases each product—may have distinct terms. By purchasing from SEG Stores LLC DBA “The Game Bunker,” the customer acknowledges and agrees to all store and brand-specific policies and releases SEG Stores LLC DBA “The Game Bunker” from any liability beyond those terms.

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: customersupport@thegamebunker.com
  • Address: 11816 Inwood Rd #1422, Dallas, Texas 75244
  • Hours: Monday–Friday, 9AM-5PM, PST

 

3. Return Eligibility

Customers in the United States have the right to cancel their purchase and return the product within 21 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.

4. Return Process

4.1 Initiating a Return

To initiate a return:

  • Contact Customer Service:
    • Email us at customersupport@thegamebunker.com within 21 days of receiving your order.
    • Provide your order number and a detailed reason for the return.
  • Return Authorization:
    • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

  • Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Ensure all accessories, manuals, and free gifts are included.
  • Include Documentation:
    • Include the return authorization form and any necessary supporting documents or images.
  • Attach Shipping Label:
    • Download and print the return shipping label provided in our email.
    • Affix the label to the outside of the package.

4.3 Shipping the Return

  • Shipping Method:
    • Use the pre-paid mailing label we provide you to ship the item back to us. (We use a few different couriers)
  • Shipping the Return
    • Ship the package within 7 days of receiving the return authorization.
    • Use a trackable shipping method to ensure your package arrives safely.
  • Return Window:
    • Ship the item within 7 days after receiving the return authorization.

5. Return Shipping Costs

  • Customer Responsibility:
    • All return shipping costs are the responsibility of the customer

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, undamaged, and in original packaging.
    • Return request must be made within 21 days of receipt.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

  • Notification:
    • Contact us within immediately of receiving the item.
  • Documentation:
    • Provide photos or videos of the defect or damage.
  • Resolution:
    • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment:
    • You can cancel your order for a full refund if it has not yet been shipped.
  • After Shipment:
    • If the order has already been shipped, please follow the return procedure after receiving the product.

 

7. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:
    • Items made to your specifications or clearly personalized.
  • Perishable Goods:
    • Such as food, flowers, newspapers, or magazines.
  • Intimate or Sanitary Goods:
    • Including underwear, swimwear, and personal care items, unless unopened and unused.
  • Gift Cards and Downloadable Software Products.

 

8. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after we receive and inspect the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase.
  • Time Frame:
    • It may take up to 7-10 business days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error.
  • Late Returns:
    • Items that either started the return process after 21 days upon delivery or returned (shipped from the customer's end) after 7 days of initiating the return process

 

9. Exchanges

  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
    • To request an exchange, contact us at customersupport@thegamebunker.com
  • Shipping Costs:
    • For defective or incorrect items, we cover the shipping costs. (Must include photos/videos of the defected items)
    • For exchanges due to change of mind, customers are responsible for shipping costs.

10. Timelines

  • Return Window:
    • Returns must be reported within 21 days of receiving the product and shipped within 7 days.
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 5-7 business days.
  • Refund Period:
    • It may take up to 7-10 business days for the refund to appear in your account after approval.

11. Brand-Specific Return, Refund & Warranty Policies

11.1 SVS Policy

11.1.A Order Processing & Delivery

    • Shipping terms: Orders ship FCA (Free Carrier) SVS shipping point. Title and risk of loss transfer to you once the order is handed to the carrier.
    • Delivery dates: Any dates shown are estimates. Partial shipments may occur.
    • Inspection on arrival: Please inspect your shipment at delivery. Note any visible damage or shortages with the driver and notify us within 48 hours so we can file a carrier claim.

11.1.B Rescheduling (Change Delivery/Ship Timing)

(Reflects SVS rules tied to the original scheduled delivery date.)

    • 0–30 days from original scheduled delivery: Not eligible to reschedule.
    • 31–60 days: You may reschedule up to 50% of the order if the new delivery is within 60 days of the original date.
    • 61–90 days: You may reschedule up to 75% of the order if the new delivery is within 60 days of the original date.
    • 91+ days: You may reschedule any/all of the order if the new delivery is within 90 days of the original date.

We’ll do the coordination with SVS on your behalf; approval depends on their capacity and current rules.

11.1.C Order Cancellations

(Reflects SVS cancellation windows calculated from the original scheduled delivery date.)

    • 0–30 days: Not cancellable.
    • 31–60 days: Cancellable with a 50% cancellation fee (based on the cancelled item(s) price).
    • 61–90 days: Cancellable with a 25% cancellation fee.
    • 91+ days: No cancellation fee.

Important: Except for the above, orders are non-cancelable and non-refundable unless explicitly approved in writing.

11.1.D Returns & Exchanges

    • Change-of-mind returns: Not accepted unless expressly authorized. If a discretionary return is approved, restocking/return freight may apply and items must be factory-new in original packaging.
    • Damaged or short shipment: Note issues on the delivery receipt and contact us within 48 hours with photos; keep all packaging. We’ll assist with the carrier/SVS claim process.
    • Defective on arrival / performance issues: Covered under SVS’s limited warranty (see below). We’ll help coordinate repair, replacement, or refund per SVS policy.

11.1.E Warranty (SVS Manufacturer Warranty)

    • Coverage: SVS warrants products against defects in materials and workmanship and that they conform to published specs for 5 years from delivery.
    • Exclusions: Damage from misuse, accidents, improper setup, modifications/repairs not authorized by SVS, acts of God, or use contrary to instructions.
    • Remedy: At SVS’s option: repair, replace, or refund in line with their warranty policy. Warranty service does not extend the original warranty period.
    • We’ll facilitate your warranty claim with SVS and provide instructions for any return authorization (RMA) that may be required.

11.1.F Non-Returnable Items (Typical)

    • Items installed, modified, or not in original condition/packaging.
    • Products damaged due to misuse, improper handling, or incorrect installation.
    • Any product returned without an approved RMA.

11.1.G How to Start a Claim or Request

    • Damages/shortage: Contact us within 48 hours of delivery with order number, photos, and a description.
    • Warranty: Contact us with your order number, serial number, description of the issue, and any troubleshooting steps taken.
    • Reschedule/Cancel requests: Reach out ASAP so we can check eligibility against the SVS timelines above.

 

 

11.2 Original Leonhart USA – Return & Warranty Policy

Last updated: 10/11/225
Applies to all Original Leonhart USA foosball tables, parts, and merchandise sold through The Game Bunker.

Overview

    • Original Leonhart USA aims to provide a positive, transparent shopping experience.
    • If you are dissatisfied for any reason, contact customersupport@thegamebunker.com so they can make it right.
    • Customer satisfaction is our top priority.

Refunds & Cancellations

    • Cancelled Orders:
      • Orders cancelled before shipment or pickup receive a 97% refund (3% transaction-processing fee is non-refundable).
      • If the order has already shipped or been picked up, a restocking fee also applies.
    • Foosball Tables:
      • May be cancelled and refunded at any point prior to shipping or pickup.
      • Once shipped or picked up, tables can be returned within 30 days at the customer’s expense.
      • Returned tables incur a $200 restocking fee + any costs for repair or resale discount as “Open Box.”
      • Returned units are inspected; the restocking fee reflects repair/discount costs.

Parts & Merchandise Returns

    • Parts:
      • Returns accepted within 30 days of receipt.
      • Subject to a $20 restocking fee + any additional repair/discount costs.
    • Merchandise:
      • Must be new, unused, and in original packaging.
      • Certain sealed goods (e.g., masks or hygiene-related items) are not returnable for health reasons.

Submitting a Claim

    • Defective/Damaged Items:

      • File a claim within 3 weeks after receiving the product.

    • Lost-in-Transit Packages:

      • File within 2 weeks after the estimated delivery date.

       

    • Claims deemed an error by Original Leonhart USA are covered at their expense.
    • Report issues to customersupport@thegamebunker.com promptly with photos and order details.

Wrong Address or Unclaimed Shipments

    • If the provided address is insufficient and the shipment returns to Leonhart, the customer is responsible for reshipment costs once a corrected address is confirmed.
    • Unclaimed returns:
      • You’ll receive an email notification.
      • If unclaimed after 4 weeks, items are donated to charity.
      • Orders without a registered account or billing method may forfeit refunds for unclaimed/undeliverable shipments.

Restricted Items

    • Returns not accepted for sealed goods (e.g., face masks or hygiene-sensitive products).
    •  Such items will be disposed of and are non-refundable.

EU Customers

    • Under EU Directive 2011/83/EU, no right of withdrawal for:
    • Goods made to customer specifications or personalized.
    • Sealed goods unsealed after delivery.
    • Original Leonhart USA reserves the right to refuse returns at its discretion for these categories.

Disclaimer

    • Policy governed and interpreted in English.
    • Original Leonhart USA & SEG Stores LLC DBA "The Game Bunker" reserves the right to refuse returns at its sole discretion.

Warranty & Support 

      • Warranty covers manufacturing defects only.
      • The Game Bunker manages customer communication; Original Leonhart USA fulfills warranty logistics.
      • To file a claim, contact:

 11.3 Carl's Place Return, Refund, Cancellation & Shipping Policy

Shipping Policy

    • Free Standard Shipping
      Most Carl’s Place items include free no-rush shipping within the contiguous United States.
    • Lead Times
      Many Carl’s Place products — including golf enclosures and custom impact screens — are handcrafted and made to order. Production and delivery times may vary depending on the season and demand. Estimated lead times and shipping costs are shown at checkout.
    • Freight & Signature Deliveries
      Larger items may ship freight and could require a signature upon delivery. Customers are responsible for being available to accept and inspect freight shipments.
    • International Orders
      International shipping options are available at checkout. Any duties, taxes, or import fees are the responsibility of the recipient.
    • Carrier Delays
      All delivery times are good-faith estimates. The Game Bunker and Carl’s Place are not responsible for delays caused by carriers once your order has shipped.

Order Changes & Cancellations

    • Custom & Made-to-Order Items
      Custom products are produced to your specifications. Once manufacturing begins (typically 24 hours after placing your order), changes or cancellations cannot be guaranteed.
    • Manufacturer Direct Orders
      For items that ship directly from Carl’s Place or another manufacturer, a 5% cancellation fee may apply if your order is canceled after processing.
    • Custom Build Fees
      Orders canceled after production has begun may incur restocking or cancellation fees:
      • Up to 30% for standard custom sizes
      • Up to 50% for non-standard dimensions or multi-finish builds

Returns Policy

    • Return Window
      Eligible items may be returned within 30 days of delivery with prior approval. Contact our support team before sending anything back — unauthorized returns cannot be accepted.
    • Condition Requirements
      Items must be new, unused, and in original packaging. Used or opened items may be subject to inspection and a restocking fee (up to 30%).
    • Non-Returnable Items
      • Custom or made-to-order products
      • Clearance or “as-is” items
      • Software, digital goods, and services (including design consultations)
      • Certain electronics or launch monitors per manufacturer policy
    • Customers are responsible for return shipping costs. Return shipping fees are non-refundable.

Refunds

    • Once your return is received and inspected, eligible refunds are issued to your original payment method within 10 business days.
    • Original shipping fees and return shipping costs are not refundable.

Product-Specific Notes

    • Apparel: Must be returned within 15 days in unworn, unwashed, and like-new condition.
    • Electronics: Return eligibility and warranty coverage vary by brand. Some products are final sale and supported only through the manufacturer’s warranty.
    • Custom Golf Enclosures & Screens: Built to order and not eligible for return once production has begun.

Taxes & Exemptions

Sales tax is automatically calculated at checkout.
If you are a tax-exempt organization or reseller, please contact us before purchasing to provide a valid Sales & Use Tax Certificate or Resale Certificate for exemption.

Important Note

The Game Bunker is an authorized reseller of Carl’s Place. All orders follow Carl’s Place’s production, fulfillment, and return procedures.

 

12. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law. 

13. Disclaimer

This Return and Refund Policy serves as a general guideline. Each brand carried by SEG Stores LLC DBA “The Game Bunker” may maintain its own return, refund, warranty and cancellation terms. Customers are responsible for reviewing the applicable brand-specific policies before purchase. By placing an order, you agree to abide by all store and brand-specific policies and release SEG Stores LLC DBA “The Game Bunker” from any liability arising from differing brand terms.

14. Questions and Support

For more information, please:

  • Contact our Customer Service team:
    • Email: customersupport@thegamebunker.com

 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

 

The Game Bunker

SEG Stores LLC

customersupport@thegamebunker.com

11816 Inwood Rd #1422, Dallas, Texas 75244