Returns and refunds

The short version

• Changed your mind? Tell us within 7 days of receiving your parcel and send it back as you received it. You get the item price back; the return postage is yours.
• Faulty, wrong item, or damaged in delivery? Tell us within 7 days. We pay the postage both ways, and you choose: a repair, a replacement, or your money back in full, shipping included.
• Pre-owned games work, or your money back. If one does not play within 7 days, you get another copy or a full refund.
• CD keys: refunded in full until the key has been shown to you. Once shown, it cannot be returned — but a key that does not work is replaced or refunded.
• Game top-ups: refunded in full, automatically, if the game refuses the ID. Once the game has credited it, a top-up cannot be returned.
• Refunds go back to the account you paid from, at the latest 15 days after you tell us — usually within 2 working days of the item reaching us.

Discs, game cards, consoles, gear

Changing your mind

Thai law gives you 7 days from the day you receive an online order to change your mind (Direct Sales and Direct Marketing Act B.E. 2545). We keep to it like this:

• Tell us in writing within 7 days of delivery — on LINE, Messenger or by email — with your order number (it starts with SQ-). We reply with where to send it.
• Send it back by a tracked service and keep the tracking number. The postage is yours.
• Return it as you received it — with its case, box, manual and everything that came with it, and keep it safe until it reaches us.
• You get back the price you paid for the item (after any discount code). The original shipping charge is not refunded, unless the return is our fault.
• If it comes back damaged, worn, or with a sealed game opened, the law lets us keep back what that cost us: for a game opened from its seal, the difference between our new and pre-owned price for it. We tell you the amount and why before we refund — nothing is deducted without you knowing.

Our mistake, or the courier's

Faulty, wrong or damaged

• Tell us within 7 days of delivery, with photos of the problem. A short video of you opening the parcel makes a delivery-damage claim fastest; it is not required.
• A parcel that arrives crushed or opened: photograph it before you open it, or refuse it at the door.
• We pay the postage both ways and you choose: a repair, the same item again, another item, or a full refund including the shipping you paid.
• Consoles and gear: each listing says whether there is a Thai warranty and what we guarantee ourselves. That guarantee applies on top of this page, and we help you claim a manufacturer’s warranty.

Tested before we list it

Pre-owned games

Every pre-owned disc and card is played before it is listed, and its grade on the product page describes how it looks. If it does not play within 7 days of delivery, we send another copy or refund you in full, and we pay the postage. Marks that the grade already describes are not a fault.

Digital

CD keys and software keys

• Not shown yet? Within 7 days, while the key is still hidden on your order page, we refund it in full on request.
• Once a key has been shown or emailed to you it counts as delivered and cannot be returned — a code you have seen cannot be given back.
• A key that does not work — the store says it is invalid or already used, or it is for a different region than the listing says: send us a screenshot of the message before trying anything else. We replace it or refund it in full.
• Not covered: a key activated on the wrong account, a computer below the game’s requirements, or a key used outside the region the listing states. Each key page explains its store and region before you buy.

Digital

Game top-ups

• Credited to the account you give. A top-up goes straight into the game account whose ID you enter, on the game’s Thai server, usually within a minute of payment. It counts as delivered once the game confirms it.
• Refused by the game? If the game does not accept the ID — it does not exist, or the account is not on the Thai server — nothing is credited and you are refunded in full, automatically.
• A credited top-up cannot be returned or moved: the game puts it on that account and cannot take it back. That is why we check the ID’s format and show it back to you to confirm before you pay.
• Not covered: an ID entered wrongly that belongs to someone else’s account, or currency already spent in the game.

Not out yet

Pre-orders

• A deposit holds stock ordered in for you. As you agree at checkout, if you cancel, or the balance is not paid in time once it arrives, the deposit is not refunded.
• If we cannot deliver, you get everything back.
• Once it has arrived and you have received it, the rest of this page applies as for any parcel.

Cash on delivery

Refusing a parcel

Refusing a cash on delivery parcel at the door cancels the order and you pay nothing. Each refusal costs us shipping both ways, so an account that refuses parcels again and again may no longer be offered cash on delivery.

Money back

How refunds are paid

• Paid by PromptPay QR: back to the account you paid from. Banks take a day or two to show it.
• Paid in cash on delivery: by bank transfer or PromptPay to an account you give us.
• At the latest 15 days after you tell us, as the law requires — usually within 2 working days of the item reaching us.

Asking for a return

Message us on LINE or Messenger, or email sidequestshop99@gmail.com, with your order number and what is wrong. See also How to buy.