Refund policy

Return & Refund Policy (Store + Brand-Specific Terms)

Effective Date: 1/23/26
This Return & Refund Policy applies to purchases made through SEG Stores LLC (DBA “The Game Bunker”) at www.thegamebunker.com (“Website”).

Important Note: Return eligibility may vary by product type and supplier policies. Some items may be final sale or not eligible for change-of-mind returns. If you need help before or after purchase, our team will gladly assist and coordinate with the manufacturer to explore the best available options.

1) Quick Summary 

  • Return window (eligible items): Up to 30 days from delivery

  • Condition: Items must be unused, uninstalled, undamaged, and in original packaging

  • Return shipping: Customer-paid for change-of-mind returns

  • Damaged/defective/wrong item: Report within 48 hours of delivery with photos/videos

  • Restocking fees: May apply and vary by brand/product (see Section 6 and brand sections)

  • Final sale items:

    • Custom/made-to-order items and certain supplier-restricted products may be non-returnable. 

    • Some brands may not allow returns for change-of-mind.

If you have questions, contact us and we’ll guide you through the correct process for your product and brand.

2) Contact Information

Email: customersupport@thegamebunker.com
Phone: +1 (833) 426-3444
Mailing Address: 11816 Inwood Rd #1422, Dallas, TX 75244
Hours: Monday–Friday, 9:00 AM – 5:00 PM PST

3) Return Eligibility (General Store Policy)

Eligible items may be returned within 30 days of delivery, provided they meet all requirements:

  • Unused, uninstalled, and undamaged

  • In original packaging

  • Includes all accessories, manuals, and included items

  • Includes proof of purchase

Returns must be requested within 30 days of delivery and shipped back within the timeframe provided in your return authorization instructions.

Note: Some items are final sale or have supplier-specific rules that override general eligibility (see Section 10 and Section 11).

4) How to Start a Return

To request a return, email customersupport@thegamebunker.com within 30 days of delivery and include:

  • Order number

  • Product(s) you want to return

  • Reason for return (optional, but helpful)

If your return is approved, we’ll send return instructions and, when required, an RMA (Return Authorization).

Returns shipped without approval may be refused.

5) Return Shipping

5.1 Change-of-Mind Returns

If you are returning an item because you changed your mind, ordered the wrong item, or no longer need it:

  • Return shipping is the customer’s responsibility

  • Free standard shipping is included on all orders. If any optional shipping upgrades or special delivery fees are purchased at checkout, those fees are non-refundable.

  • Restocking fees may apply (see Section 6)

5.2 Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide photos/videos of the issue and packaging

  • Keep all original packaging until the claim is resolved

Depending on the situation, we may offer a replacement, refund, repair support, or another resolution based on the brand’s process.

6) Restocking Fees

Some returns may be subject to a restocking fee depending on the product and supplier.

  • Restocking fees vary by brand/product and may be up to 50% for certain items (including custom or made-to-order products).

  • If a restocking fee applies, we will confirm the exact amount before approving the return.

7) Refunds

7.1 Refund Approval

Refunds are issued after the returned item is received and inspected (or approved by the supplier/manufacturer when applicable).

We will notify you by email once your return is approved or denied.

7.2 Refund Timing

Approved refunds are processed back to the original payment method. Please allow:

  • 5–7 business days for processing after approval

  • An additional 7–10 business days for your bank/credit card provider to post the refund

8) Exchanges

We replace items if they are defective, damaged, or incorrect.

To request an exchange, contact customersupport@thegamebunker.com with your order number and photos/videos if applicable.

  • For defective/damaged/incorrect items, we cover shipping when applicable.

  • For exchanges due to change of mind, customers are responsible for shipping costs.

9) Order Cancellations

9.1 Before Shipment

Orders may be eligible for cancellation if they have not shipped and have not been processed for fulfillment or entered production (including custom/made-to-order items).

Some suppliers may charge cancellation fees once an order is processed or production begins (especially custom or made-to-order items). If a cancellation fee applies, we will confirm it before proceeding.

9.2 After Shipment

Orders cannot be canceled once shipped. After delivery, returns may be available for eligible items in accordance with this policy and any applicable brand/manufacturer terms.

10) Non-Returnable / Final Sale Items

The following items are generally not eligible for return or refund:

  • Custom-sized or made-to-order products

  • Items marked Final Sale

  • Clearance or “as-is” items

  • Used, installed, altered, or damaged items (unless damage occurred in transit and was reported properly)

  • Items returned without approval or without an RMA (when required)

11) Brand-Specific Return, Refund & Warranty Policies

Some brands sold on The Game Bunker follow specific manufacturer rules for cancellations, returns, shipping terms, and warranty claims. These brand-specific policies apply to the products they cover and may override general store return eligibility outlined above.

11.1 SVS — Return, Cancellation & Warranty Policy

Shipping & Delivery
Orders ship FCA (Free Carrier) from the SVS shipping point. Delivery dates shown are estimates and partial shipments may occur.

Inspection on Arrival
Inspect your shipment at delivery. Note any visible damage or shortages with the driver and notify us within 48 hours so we can assist with a carrier claim.

SVS Cancellations

SVS orders may have restricted cancellation options depending on the delivery schedule. In some cases, cancellations are not permitted, and in others a cancellation fee may apply.
If you need to cancel, contact us as soon as possible and we’ll confirm eligibility with SVS.

Returns & Exchanges

Change-of-mind returns are not accepted unless expressly authorized. If a discretionary return is approved, restocking and return freight may apply and items must be factory-new in original packaging.

Warranty
SVS products include a 5-year manufacturer warranty covering defects in materials/workmanship under normal use. Warranty exclusions apply for misuse, improper setup, unauthorized modifications, and other non-covered events.

To start a claim, contact us with your order number, serial number (if applicable), and photos/videos.

11.2 Original Leonhart USA — Return & Warranty Policy

Cancellations
Orders canceled before shipment/pickup receive a 97% refund (3% transaction fee is non-refundable). If the order has shipped or been picked up, a restocking fee may apply.

Returns

  • Foosball tables may be returned within 30 days of receipt (customer pays return shipping).

  • Returned tables may incur a $200 restocking fee plus any repair or resale discount costs.

  • Parts may be returned within 30 days, subject to a $20 restocking fee plus any additional costs.

  • Merchandise must be new/unused and in original packaging. Certain sealed goods may be non-returnable.

Claims

  • Damaged/defective claims should be filed within 3 weeks of receipt.

  • Lost-in-transit claims should be filed within 2 weeks after the estimated delivery date.

11.3 Carl’s Place — Return, Refund, Cancellation & Shipping Policy

Shipping
Many items are handcrafted/made-to-order and lead times may vary. Estimated lead times and shipping costs are shown at checkout. Larger items may ship freight and require a signature.

Cancellations
Custom/made-to-order items may not be eligible for cancellation after production begins (typically 24 hours after order placement). Manufacturer-direct orders may have a cancellation fee after processing.

Custom build cancellations may incur fees:

  • Up to 30% for standard custom sizes

  • Up to 50% for non-standard dimensions or multi-finish builds

Returns
Eligible items may be returned within 30 days with prior approval. Items must be new/unused and in original packaging. Used or opened items may be subject to inspection and restocking fees (up to 30%). Custom/made-to-order items and clearance/as-is items are not returnable.

Customers are responsible for return shipping costs. Return shipping fees are non-refundable.

Refunds
Refunds are issued to the original payment method within 10 business days after inspection/approval. Original shipping fees and return shipping costs are non-refundable.

11.4 The SportScreen — Return, Refund, Cancellation & Warranty Policy

Overview
Orders are fulfilled directly by the manufacturer and follow their warranty and return procedures.

Warranty
2-year limited manufacturer defect warranty covering defects in materials/workmanship under normal residential use. Warranty does not cover misuse, improper installation, modifications, or normal wear and tear.

Returns & Refunds

  • Returns accepted within 30 days of delivery for unused and uninstalled items only

  • Must be pre-authorized before returning

  • Restocking fee: 35%

  • Customer is responsible for return shipping and any applicable customs/tariffs/brokerage/taxes

  • Custom or made-to-order items are final sale once production begins

Cancellations
Cancellations before shipping may incur a 5% administration fee. Orders already shipped/in transit cannot be canceled.

Shipping & Lead Times
Ships from Kitchener, Ontario, Canada. Free standard shipping within Canada and the contiguous United States. Estimated lead times:

  • Golf Studios: 7–10 business days

  • Standard SportScreens: 7–10 business days

  • Custom Studios: 10 business days or longer after measurements confirmed

12) Legal Rights

This policy does not affect any statutory rights you may have under applicable law.

13) Questions & Support

If you have questions about returns, cancellations, shipping issues, or warranty support, contact us:

customersupport@thegamebunker.com
+1 (833) 426-3444

SEG Stores LLC (DBA “The Game Bunker”)
11816 Inwood Rd #1422, Dallas, TX 75244