Refund Policy
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This page is the money screen. It explains when Game Faced refunds you, how much comes back, where it goes, how fast it is sent and when store credit is the better pick. The physical side of sending an item back, such as labels, packing and exchanges, is covered on our Returns & Exchanges Policy. The short version: every product can come back within 60 days of delivery for any reason, return postage is on us, and your refund is sent within 7 days of the return reaching us.
Refunds at a glance
- Refund speed: sent within 7 days of receiving your return.
- Where it goes: back to the payment method you used at checkout.
- Cancelled orders: refunded in full, sent within 7 days of the cancellation being confirmed.
- Prefer credit? Ask for store credit instead. It never expires.
- Fees: no restocking fee, no return postage charge, no processing fee.
- Eligibility: every item, personalised or not, within 60 days of delivery.
1. Which orders can be refunded
Every Game Faced product is refundable within 60 days of delivery: tag-and-number jerseys in all six role patterns, Squad Jerseys, Caster Jerseys, set-design jerseys, hoodies, long sleeve jerseys, jersey tees, arm sleeves and desk mats. A jersey printed with your handle is just as refundable as an unpersonalised arm sleeve. You do not need to give a reason, and you do not need to prove a fault.
The only thing you need to do is contact us within the 60 days and send the item back with the free return label we provide. The refund itself is triggered by the return reaching us.
2. What you get back, by situation
Shipping on every order is free, so there is never a shipping charge to argue about. Here is what each situation returns to you.
| Situation | Item price | Size surcharge, if any | Return postage | When it is sent |
|---|---|---|---|---|
| Changed your mind | Refunded in full | Refunded | Free label from us | Within 7 days of receiving the return |
| Wrong size for you | Refunded in full | Refunded | Free label from us | Within 7 days of receiving the return |
| Tag typed with a spelling slip | Refunded in full | Refunded | Free label from us | Within 7 days of receiving the return |
| Item arrived wrong or damaged | Refunded in full | Refunded | Free label from us | Within 7 days of receiving the return |
| Order cancelled within 24 hours | Refunded in full | Refunded | Not needed | Within 7 days of the cancellation being confirmed |
The size surcharge is the small extra on larger sizes: $2 for 2XL and 3XL, $4 for 4XL and 5XL. It is part of what you paid for the item, so it comes back with the item price. Personalisation never carried an extra charge, so there is nothing to deduct for it.
3. How long a refund takes
The 7-day clock starts when your returned item arrives with us. Within 7 days of that, we send the refund to your original payment method and email you to say it has gone. After that, the time it takes to show in your account depends on your bank or payment provider, which processes the credit on its side.
For a cancelled order, the clock starts when we confirm the cancellation by email. Because nothing was printed or shipped, the whole order total comes back, and the refund is sent within 7 days of that confirmation.
Following up on a refund
If our email says the refund was sent but you cannot see it, check the account or card the order was paid with, including pending transactions. If it still has not appeared, email us with your order number. We will confirm the amount and date we sent it and help you take it up with your provider.
4. Where the money goes
- Original payment method: refunds return to the method used at checkout. We cannot redirect a refund to a different card, account or person.
- Same currency: the refund is made in the currency you paid in. If your bank converted the amount when you paid, it may convert it again when the refund arrives, and the figure on your statement can differ slightly because of the bank’s exchange rate.
- Gift orders: the refund goes to whoever paid. If a player returns a jersey they were given, the buyer receives the money, unless the buyer asks for store credit instead.
- Club and squad orders: one checkout means one payment, so refunds for any jersey in that order go back to the person who paid, typically the advisor or the player who collected the money. Splitting it among players is up to the squad.
5. Store credit instead of a refund
Some returns are really a “not this, something else later”. A streamer who wants to try a different colourway once a new set lands, or a squad that wants to reorder in the new year, may prefer credit. You can ask for store credit instead of a refund when you start your return. Credit is issued for the value of the returned item, and it never expires, so it is still there whenever your next roster reveal comes around.
Choose credit or a refund when you email us about the return. If you are not sure yet, say so and we will check with you once the item arrives.
6. Squad orders: refunding part of an order
You can return one jersey from a five-jersey squad order and keep the rest. The refund covers just the returned item, including its size surcharge if it had one. If you return three of five, three items are refunded. Each refund is sent within 7 days of that item’s return reaching us, so jerseys sent back in separate parcels may be refunded on different days.
Here is how that looks in practice. A trio orders three Squad Jerseys: one M, one L and one 4XL. The 4XL player finds it too roomy and wants a refund rather than a smaller size. Only that jersey comes back, and the refund includes the $4 surcharge it carried. The M and L stay with the squad and nothing about them changes.
7. Exchanges and the price difference
An exchange is not a refund, but it can involve one. If you swap a 4XL for an XL, the replacement costs less, and we return the difference to your original payment method or as store credit, as you prefer. If the replacement costs more, we tell you the amount first and nothing is charged or printed until you agree. Details of how exchanges are made and shipped are on the Returns & Exchanges page.
8. Cancellations and refunds
You can cancel within 24 hours of placing your order by emailing us with the order number. A confirmed cancellation is refunded in full, including any size surcharges, and the refund is sent within 7 days of the cancellation being confirmed. After the 24-hour window your jersey is likely already being made, so the usual route is to receive it and return it within 60 days of delivery for a refund. See Cancel or Change an Order for the steps.
If we ever have to cancel an order ourselves, for example because a payment could not be completed or an address cannot be delivered to, we email you, and anything you paid is refunded in full within 7 days.
9. A refund, start to finish
Here is one refund traced from the first email to the money landing, so you know what each step looks like.
- Day of delivery: a caster receives a Caster Jersey with the handle on the chest. On a test stream the Broadcast pattern sits fine, but they decide they would rather have a long sleeve jersey for a colder studio, and they want the money back rather than an exchange.
- Same week: they email support with the order number and the words “refund, please”. We reply within 24 hours on business days with the free return label and instructions.
- Drop-off: the jersey goes into a mailer with a note carrying the order number, and the label goes on the outside.
- Return arrives: we match the parcel to the order. The 7-day refund clock starts here.
- Within 7 days: the full item price is sent back to the original payment method, and we email to confirm it has gone.
- Afterwards: the caster’s bank or payment provider shows the credit on its own schedule.
Nothing in that path costs the customer money: the outbound shipping was free, the return label was free and there is no restocking fee.
10. Late or missing parcels, and import charges
If your order has not arrived and has gone past the 17-business-day estimate on our Shipping & Delivery page, email us with your order number before doing anything else. We will check the shipment and talk you through the options for your situation, including what happens with your money.
For parcels to Canada, Australia and New Zealand, import duties or taxes depend on the destination country. If a question about those charges affects a refund you are expecting, email us and we will help you work out the details for your order.
11. Things that do not reduce your refund
- A tag you typed yourself, even with a slip. We print exactly what is typed, and the return is still accepted.
- Opening the parcel and trying the jersey on to check the fit.
- The return postage: the label is free.
- A restocking fee: we do not charge one.
- The time of year: the 60-day window is the same in every month.
Quick refund questions
Can I get a refund for a jersey I only wore once on stream? Email us with the order number and tell us what happened; every item is returnable within 60 days of delivery, and we will walk you through the return.
Do extras bought with a jersey get refunded on their own? Yes. A desk mat or arm sleeve can come back alone, and only that item is refunded.
Can store credit be turned back into a refund later? Ask us at the time you choose; email us with your order number and we will tell you what is possible for your credit.
12. Before you open a payment dispute
If something about a charge looks wrong, such as an amount you do not recognise, a refund that seems late or a duplicate payment, please email us first with your order number. We can usually see what happened and fix it quickly. Contacting us does not take away any rights you have with your bank or payment provider.
Disputes and refunds running at the same time can delay both, because the provider may hold the money while it investigates. If you have already opened a dispute, let us know so we can share the order details with the provider.
13. Ask us about a refund
Email support@gamefaced.shop or use Submit a Ticket, and include your order number. We reply within 24 hours on business days. Related pages: Shipping & Delivery, Payment Methods and Terms of Service.