Refund policy
Refund, Return & Warranty Policy
Last Updated: July 11, 2026
Power Up Gaming stands behind the products we sell. Most of our video games, consoles, accessories, and related products are pre-owned, refurbished, vintage, collectible, or previously handled, so this policy is designed to be fair to customers while recognizing the realities of used and collectible products.
This Refund, Return & Warranty Policy explains how warranty claims, defective products, online shipped-order buyer’s remorse returns, in-store purchases, order cancellations, store credit, limited exchanges, and related issues are handled by Power Up Gaming.
Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.
Business Information
Power Up Gaming
Kevin Wells operating as Power Up Gaming
490 Mapleview Drive West, Unit 5
Barrie, Ontario
L4N 6C3
Canada
Email: info@powerupgaming.ca
Phone: 705-503-4263
Warranty Coverage
Power Up Gaming does not sell eligible used gaming products without warranty coverage.
- Consoles: 90-day warranty from the date of purchase or delivery.
- Games and accessories: 30-day warranty from the date of purchase or delivery.
Warranty coverage applies to functional defects that occur under normal use during the warranty period.
If an item is defective or develops an issue covered by warranty, Power Up Gaming may, at our discretion:
- Repair the item;
- Replace the item with the same or reasonably comparable item, where available;
- Issue Power Up Gaming store credit for the original purchase price of the item.
Because many of our products are used, vintage, discontinued, rare, or one-of-a-kind, exact replacements may not always be available.
What Warranty Does Not Cover
Warranty coverage does not apply to damage or issues caused by:
- Misuse, abuse, neglect, or improper handling;
- Physical damage after purchase or delivery;
- Liquid damage, heat damage, smoke damage, or pest damage;
- Power surges, improper power supplies, or incorrect cables;
- Unauthorized repair, modification, tampering, or disassembly;
- Accidental damage, drops, cracks, broken ports, bent pins, or damaged connectors;
- Compatibility issues with unsupported hardware, clone systems, adapters, modern televisions, or third-party accessories;
- Cosmetic wear that does not affect normal function;
- Issues caused by customer-supplied accessories, cables, memory cards, controllers, batteries, chargers, displays, or systems.
Warranty coverage is intended for normal product failure, not accidental damage, abuse, preventable damage, or customer-caused issues after the item has been received.
Condition of Used, Refurbished, and Vintage Items
Many products sold by Power Up Gaming are pre-owned, refurbished, vintage, out-of-print, collectible, or previously handled. These items may show normal signs of previous use, including minor scratches, scuffs, label wear, case wear, box wear, manual wear, sticker residue, discolouration, or other cosmetic wear.
Minor cosmetic wear that does not affect normal function is not considered a defect unless the listing specifically states otherwise.
Disc-based games are cleaned, inspected, backed by warranty, and tested when needed or for higher-value items. GameCube games are tested for the most part. Not every lower-value disc-based game is individually tested unless needed.
Complete in Box and Included Items
“Complete in Box,” “CIB,” or similar wording does not always mean that every possible original insert, registration card, advertisement, poster, map, code, manual, accessory, or piece of packaging is included.
Customers should review product photos and descriptions carefully before purchasing. If an item, insert, code, manual, accessory, or component is not shown in the photos or specifically listed in the description, it should not be assumed to be included.
Download codes, online passes, DLC codes, registration cards, digital bonuses, and similar single-use items are not guaranteed to be valid unless specifically stated.
Compatibility Responsibility
Customers are responsible for ensuring that the product they purchase is compatible with their intended system, hardware, display, accessories, region, or setup before ordering.
This is especially important for Game Boy, Game Boy Color, Game Boy Advance, Nintendo DS, Nintendo 3DS, GameCube, Wii, Wii U, PlayStation, Xbox, clone consoles, backwards-compatible games, light gun accessories, memory cards, controllers, cables, and third-party adapters.
For help, please review our Compatibility Guide or contact us before purchasing.
Compatibility issues caused by unsupported hardware, clone systems, incorrect systems, missing slots, modern televisions, third-party adapters, or customer misunderstanding are generally treated as buyer’s remorse rather than a product defect.
Online Shipped-Order Buyer’s Remorse Returns
Power Up Gaming offers a limited buyer’s remorse return option for eligible online shipped orders only.
This option exists because online customers do not have the same opportunity to physically inspect the exact product in person before purchasing.
For eligible online shipped orders, if you are unhappy with your purchase, ordered the wrong item, changed your mind, or no longer want the item, Power Up Gaming may accept a return within 30 days of delivery for Power Up Gaming store credit only, provided the item is returned in the same condition in which it was received.
Buyer’s remorse and change-of-mind returns are not eligible for cash refunds or refunds to the original payment method unless required by law.
Return shipping for online buyer’s remorse or change-of-mind returns is the responsibility of the customer.
To qualify for an online buyer’s remorse return:
- The item must have been purchased through our online store and shipped to the customer;
- The return must be requested within 30 days of delivery;
- The item must be returned in the same condition as received;
- All included packaging, manuals, inserts, cables, accessories, and components must be returned;
- The item must not be damaged, altered, modified, abused, opened where sealed, tampered with, or missing parts;
- The return must be approved by Power Up Gaming before being sent back.
Power Up Gaming reserves the right to refuse or limit buyer’s remorse returns where we believe the policy is being abused, including repeated returns, excessive returns, product swapping, use-and-return behaviour, or any pattern that suggests the policy is being used as a rental, trial, or exchange program.
In-Store Purchases and Change-of-Mind Returns
In-store purchases are final for buyer’s remorse, change-of-mind, and exchange purposes.
Customers shopping in-store have the opportunity to inspect products, review condition, ask questions, check included items, and confirm their purchase before paying.
For that reason, Power Up Gaming does not offer no-questions-asked returns, buyer’s remorse returns, or change-of-mind exchanges for in-store purchases.
In-store purchases are not eligible to be returned or exchanged simply because the customer changed their mind, finished using the item, no longer wants the item, bought the wrong item, found something else they want instead, or wants to swap it for different products.
Power Up Gaming is not a rental service. Products purchased in-store may not be used and then returned or exchanged for different products under the buyer’s remorse policy.
This does not affect warranty coverage for eligible defective products. If an in-store purchase is defective and within the applicable warranty period, it will be handled under the warranty section of this policy.
Power Up Gaming may, at our sole discretion, make an exception in unusual circumstances. Any exception does not create a future obligation to accept similar returns or exchanges.
Defective Items
If you believe an item is defective, please contact us as soon as possible at info@powerupgaming.ca.
Please include:
- Your order number or proof of purchase;
- Your full name and contact information;
- A clear description of the issue;
- Photos or videos showing the issue, where helpful;
- Details about the system, cables, accessories, display, or setup being used.
Power Up Gaming may ask troubleshooting questions before approving a warranty return. This helps us confirm whether the issue is with the item itself or with a customer’s system, setup, cables, display, accessories, or compatibility.
If the item is returned and confirmed to be covered by warranty, Power Up Gaming may repair it, replace it, or issue store credit for the original purchase price of the item at our discretion.
Items Returned Without a Defect
If an item is returned as defective but is found to function normally, the return may be treated as buyer’s remorse for eligible online shipped orders only or returned to the customer.
In-store purchases returned as defective but found to function normally are not eligible for buyer’s remorse return treatment unless Power Up Gaming chooses to make an exception.
In these situations, the customer may be responsible for return shipping costs, reshipping costs, or other reasonable costs associated with the return.
Shipping Costs and Returns
Original shipping charges are not automatically refundable.
For eligible online shipped-order buyer’s remorse returns, change-of-mind returns, incorrect purchases, compatibility mistakes, or customer error, the customer is responsible for return shipping.
For approved warranty claims, Power Up Gaming will review the situation and determine the appropriate next steps based on the item, the issue, the order, the warranty period, and applicable law.
For more information about shipping, delivery, tracking, damaged packages, lost packages, and local pickup, please see our Shipping & Local Pickup Policy.
Damaged Packages
If your order arrives damaged, please contact us as soon as possible at info@powerupgaming.ca.
Please include:
- Your order number;
- Photos of the outside of the shipping box or mailer;
- Photos of the damaged item;
- Photos of the packing materials;
- A brief description of the issue.
Please keep all packaging materials until the issue has been reviewed. Shipping carriers may require photos, packaging, or inspection before a claim can be processed.
Power Up Gaming will review the situation and work with the carrier where appropriate.
Lost, Missing, or Delayed Packages
Lost, missing, delayed, or marked-delivered package concerns are handled under our Shipping & Local Pickup Policy.
If tracking shows that a package is delayed, missing, or delivered but not received, contact us promptly. We will assist where reasonably possible with tracking review, carrier communication, and claims.
Power Up Gaming is not responsible for theft, loss, or damage after a package has been successfully delivered to the address provided at checkout, unless otherwise required by law or carrier coverage.
Order Cancellations
Customers may request to cancel an order by contacting Power Up Gaming as soon as possible.
We will do our best to cancel an order before it has been processed, packed, labelled, prepared for pickup, or shipped. However, cancellation is not guaranteed.
Once an order has been placed, Power Up Gaming may incur payment processing fees, labour costs, packaging costs, shipping label costs, and other expenses. If an order is cancelled after processing has begun, Power Up Gaming may, where permitted by law:
- Issue Power Up Gaming store credit for the eligible amount paid;
- Apply a restocking or processing fee of up to 20%;
- Refund the eligible balance after applicable fees, where appropriate.
If an order has already shipped, it cannot be cancelled and must be handled under this policy.
This section does not limit cancellation rights that may apply under consumer protection laws.
No Holds or Reservations
Power Up Gaming does not place items on hold.
Our inventory is live, and many products are one-of-a-kind. An item is not reserved until checkout is completed and the order is successfully placed.
Adding an item to your cart, contacting us about an item, asking whether an item is available, or selecting local pickup does not reserve the item until the order is successfully completed.
In-Store Pickup Orders
In-store pickup orders are handled under our Shipping & Local Pickup Policy.
Once the “ready for pickup” email has been sent, the order is considered ready and available for collection.
If a pickup order is not collected within 60 calendar days after the ready-for-pickup email is sent, Power Up Gaming may consider the order abandoned.
Before an order is considered abandoned, Power Up Gaming will make reasonable efforts to contact the customer using the contact information provided at checkout.
If the customer does not pick up the order or contact us to make alternate arrangements before the deadline, Power Up Gaming may cancel the order, return the item or items to available inventory, and issue the customer Power Up Gaming store credit for the eligible amount paid.
Store Credit
Power Up Gaming store credit does not expire, has no cash value, and may be used toward a future purchase from Power Up Gaming.
Store credit cannot be redeemed for cash unless required by law.
Store credit may be issued for warranty resolutions, eligible online shipped-order buyer’s remorse returns, abandoned pickup orders, certain cancellations, or other customer service resolutions.
Customers are responsible for protecting store credit codes, gift cards, account access, and related information. Power Up Gaming is not responsible for lost, stolen, misused, or unauthorized use of store credit unless required by law.
Gift Cards
Power Up Gaming retail gift cards and standard store credit do not expire unless expiry is allowed by applicable law.
Promotional credits, loyalty rewards, coupons, bonus offers, or limited-time promotional benefits may have expiry dates, restrictions, or conditions where permitted by law.
Purchases Made With Trade Credit
Purchases made using trade credit are treated differently from purchases made with cash, debit, credit card, e-transfer, or other payment methods.
Warranty coverage still applies to eligible items purchased with trade credit.
In-store purchases made with trade credit are final for buyer’s remorse, change-of-mind, and exchange purposes.
Online shipped orders purchased with trade credit may be eligible for the online shipped-order buyer’s remorse return option if they meet the requirements of this policy.
Trade-Ins and Sold Items
Items sold or traded to Power Up Gaming are governed by our Trade-In / Sell Your Games terms and related store policies.
Offers are subject to inspection, testing where needed, authenticity review, condition, completeness, current inventory, market demand, and other factors.
Disc Refinishing Service
Disc refinishing is a service, not a product return or warranty repair.
Our Professional Disc Refinishing Service is a cosmetic and surface restoration service for eligible discs. It is not a guaranteed repair service.
Power Up Gaming does not guarantee that disc refinishing will restore a disc to working condition. Customer discs are not tested before or after refinishing unless otherwise agreed.
Final Sale and Non-Returnable Items
Some items may be final sale or non-returnable unless defective or required by law.
Final sale items include:
- Sealed rare collectible items;
- Items marked or sold “as-is.”
Additional items may be non-returnable where appropriate, including:
- Opened sealed products where return would affect resale condition;
- Download codes, digital codes, DLC codes, online passes, or other single-use digital items;
- Special order items;
- Products damaged after purchase or delivery;
- Items missing included components, packaging, manuals, accessories, or parts;
- Items modified, repaired, opened, disassembled, or tampered with after purchase.
If a final sale item is defective and covered by warranty or applicable law, Power Up Gaming will review the situation and determine the appropriate resolution.
How to Start a Return or Warranty Claim
To start a return or warranty claim, contact us before sending anything back.
Email: info@powerupgaming.ca
Please include:
- Your order number or proof of purchase;
- Your full name;
- Your email address and phone number;
- The item you are contacting us about;
- Whether the issue is a defect, eligible online shipped-order buyer’s remorse return, compatibility issue, shipping issue, or something else;
- A clear description of the issue;
- Photos or videos, where helpful.
Do not send items back without contacting us first. Unauthorized returns may be delayed, refused, returned to sender, or treated according to the circumstances.
Return Condition Requirements
Returned items must be properly packaged and protected for shipping or transport.
Items must be returned with all originally included components, packaging, manuals, inserts, cables, controllers, accessories, and parts unless Power Up Gaming agrees otherwise.
If an item is returned missing components, damaged, altered, or in worse condition than when it was sold, Power Up Gaming may reduce or refuse the return, charge reasonable costs, or issue a reduced store credit where appropriate.
Return and Exchange Abuse
Power Up Gaming reserves the right to refuse, limit, or deny returns, exchanges, warranty claims, store credit requests, or future purchases where we believe a customer is abusing store policies.
Policy abuse may include, but is not limited to:
- Repeated buyer’s remorse returns;
- Excessive exchanges;
- Using purchases as rentals;
- Returning large quantities of items after use;
- Product swapping;
- Returning different items than were purchased;
- Returning items in worse condition than sold;
- Making false defect claims;
- Attempting to use the online shipped-order return policy for in-store purchases;
- Any pattern of behaviour that Power Up Gaming reasonably considers abusive, fraudulent, or inconsistent with the purpose of the policy.
Customers who abuse return, exchange, warranty, or store credit policies may be refused future returns, exchanges, store credit, warranty accommodations, or purchases.
Policy Abuse
Power Up Gaming reserves the right to refuse, limit, or investigate returns, warranty claims, cancellations, or store credit requests where we believe there is fraud, abuse, excessive returns, misrepresentation, chargeback abuse, tampering, product swapping, or other misuse of our policies.
We may also refuse future orders from customers who abuse return, warranty, shipping, chargeback, exchange, or store credit policies.
Contact Us
Questions about returns, refunds, warranties, defective products, store credit, or order cancellations may be sent to:
Power Up Gaming
Kevin Wells operating as Power Up Gaming
490 Mapleview Drive West, Unit 5
Barrie, Ontario
L4N 6C3
Canada
Email: info@powerupgaming.ca
Phone: 705-503-4263
For additional information, please review our: