Simple, Clear & Fair Returns Support
Ascension Gaming wants every customer to shop with confidence. This Returns & Refunds Policy explains our return request process, change-of-mind return conditions, faulty or incorrect product support, return authorisation, refund processing timelines, and warranty assistance.
Returns Policy Summary
7-Day Return Request Period
Customers may request an eligible return within 7 calendar days of receiving an order, subject to the conditions in this policy and any rights provided under applicable consumer protection law.
Change-of-Mind Returns
Where a return is requested because a customer has changed their mind, the product should be unused, undamaged, complete, and in its original condition, with original packaging and supplied contents where reasonably applicable.
Faulty, Damaged Or Incorrect Products
A product that is faulty, damaged in transit, or incorrectly supplied will be handled separately from a change-of-mind return. Opening or reasonably testing a product to identify a fault does not automatically make the product ineligible for assessment.
Return Authorisation
Customers must contact Ascension Gaming and receive return authorisation before sending or delivering a product back to us. Approved returns will be provided with the appropriate return instructions.
Returning Your Product
Approved returns may be sent by courier or another return method authorised by Ascension Gaming. Return shipping arrangements and applicable costs will depend on the reason for the return and any rights or obligations imposed by applicable law.
Inspection & Resolution
Returned products may be inspected to confirm their condition, completeness, serial information, fault status, and eligibility. Once the assessment is complete, the appropriate refund, replacement, exchange, repair, or other applicable resolution will be confirmed.
Important Return Information
Please do not send a product back to Ascension Gaming before your return request has been reviewed and authorised. The requirements for change-of-mind returns do not remove or limit any rights that may apply to faulty, defective, damaged, incorrectly supplied, or otherwise non-compliant products under applicable consumer law.
Products That May Qualify For Return
Return eligibility depends on the reason for the return, the condition of the product, the applicable return period, and any rights available under applicable consumer protection law. The requirements below primarily apply to change-of-mind returns and do not limit rights relating to faulty, damaged, defective, or incorrectly supplied products.
Change-of-Mind Returns
Products returned because a customer has changed their mind should be unused, undamaged, unmodified, and in their original condition, subject to the conditions of this policy.
Original Packaging
For change-of-mind returns, products should be returned with their original packaging, product boxes, labels, seals, inserts, and protective materials where reasonably applicable.
Complete Contents
All supplied accessories, manuals, cables, adapters, components, promotional items, and other contents should be included with the returned product where applicable.
Proof Of Purchase
Please provide your Ascension Gaming order number, invoice, or other acceptable proof of purchase so that we can identify the transaction and process your return request efficiently.
Within The Return Period
Eligible return requests should be submitted within 7 calendar days from delivery. Different periods or remedies may apply where required by applicable consumer law, warranty terms, or where a product is faulty, defective, damaged, or incorrectly supplied.
Return Authorisation
Customers must contact Ascension Gaming and receive return authorisation before sending or delivering a product back to us. Approved returns will be provided with the appropriate return instructions.
Faulty Or Defective Products
Products reported as faulty or defective may qualify for assessment even where they have been opened or reasonably used to identify the fault. These claims are assessed separately from change-of-mind returns.
Damaged Or Incorrect Orders
Products received damaged in transit, incomplete, or different from what was ordered may qualify for return and assessment. Please report these issues promptly and retain the product and packaging.
Inspection & Assessment
Returned products may be inspected to verify condition, completeness, serial information, reported faults, and return eligibility before the appropriate resolution is confirmed.
Change-of-Mind vs Faulty Product Returns
The unused-condition and original-packaging requirements primarily apply to change-of-mind returns. A product will not automatically be excluded from assessment simply because it was opened or reasonably tested to identify a fault, defect, damage, or incorrect supply. Nothing in this policy is intended to limit any rights or remedies available under applicable consumer protection law.
Items That May Not Qualify For Change-of-Mind Return
Certain products may be excluded from change-of-mind returns because of hygiene considerations, digital activation, custom-order requirements, product condition, or other applicable restrictions. These exclusions do not remove any rights that may apply to faulty, defective, damaged, or incorrectly supplied products under applicable consumer protection law.
Opened Or Used Products
For change-of-mind returns, products that have been materially used, installed, modified, damaged, or are no longer in their original condition may not qualify for return. Reasonable opening or testing to identify a fault does not automatically exclude a product from assessment.
Missing Packaging Or Contents
Change-of-mind returns may be declined or affected where original packaging, manuals, cables, accessories, inserts, promotional items, or other supplied components are missing, where those items were reasonably expected to be returned with the product.
Software & Digital Products
Software, digital downloads, subscriptions, licence keys, activation codes, and similar digital products may not qualify for change-of-mind return once supplied, redeemed, activated, downloaded, or otherwise used, except where applicable law provides otherwise.
Hygiene-Sensitive Products
Headsets, earphones, wearables, and other hygiene-sensitive products may not qualify for change-of-mind return once opened or used where resale would create a reasonable hygiene concern. Faulty products remain eligible for assessment where applicable.
Special Or Custom Orders
Products specifically sourced, imported, configured, customised, or ordered at a customer's request may not qualify for change-of-mind return where cancellation or return would not reasonably be possible. This does not exclude claims for faulty or incorrectly supplied goods.
Customer Misuse Or Damage
Products damaged through misuse, negligence, incorrect installation, liquid damage, power surges, tampering, unauthorised repairs, modification, or use contrary to manufacturer instructions may not qualify for return, refund, replacement, or warranty support.
Important: These Exclusions Primarily Apply To Change-of-Mind Returns
A product will not automatically be treated as non-returnable simply because it has been opened, tested, or used where this was reasonably necessary to identify a fault, defect, damage, or incorrect supply. Faulty, defective, damaged, or incorrectly supplied products will be assessed separately in accordance with this policy and applicable law.
We're Here To Make It Right
If you receive a faulty product, a damaged parcel, an incomplete order, or an item that differs from what you ordered, please contact Ascension Gaming as soon as reasonably possible so that we can investigate and assist.
Report The Issue
Contact our support team and provide your order number, product details, delivery information, and a clear description of the issue you experienced.
Provide Supporting Information
We may request photographs, videos, serial numbers, packaging information, courier details, or other relevant evidence to help us verify and assess the issue efficiently.
Assessment & Verification
The product may need to be inspected or tested by Ascension Gaming, the supplier, distributor, manufacturer, or an authorised service provider before the appropriate resolution can be confirmed.
Return Arrangements
Where a return is required, Ascension Gaming will provide the applicable return instructions. Please do not send a product back before receiving return authorisation from our support team.
Fault Confirmation
If the reported fault, damage, incorrect supply, or other qualifying issue is confirmed, the matter will be resolved in accordance with this policy and applicable consumer protection requirements.
Resolution
Depending on the circumstances and assessment outcome, the appropriate resolution may include repair, replacement, exchange, refund, store credit, or another remedy available under applicable law.
Important Delivery & Fault Information
Please inspect your order as soon as reasonably possible after delivery. If the parcel appears visibly damaged, incomplete, tampered with, or incorrect, notify us promptly and retain the product, packaging, labels, accessories, and courier materials until the matter has been assessed.
A product will not automatically lose eligibility for fault assessment simply because it has been opened or reasonably tested to identify a fault or defect. The conditions that apply to change-of-mind returns are treated separately from faulty, damaged, defective, or incorrectly supplied products.
How Returns & Refunds Are Processed
Once a return request has been reviewed and approved, Ascension Gaming will provide the appropriate return instructions. Returned products are inspected before an applicable refund, replacement, exchange, or store credit is processed in accordance with this policy.
Refund Timeline Summary
Return Request
Submit a return request together with your order number, contact details, product information, and reason for the return.
Return Assessment
Our team will review your request and confirm whether the product qualifies for return. Where approved, Ascension Gaming will provide the applicable return instructions.
Return The Product
Once authorised, the product must be returned using the approved return method and sent to the official Ascension Gaming return address, together with all applicable packaging, accessories, manuals, cables, and supplied components.
Inspection
Returned products may be inspected to verify their condition, completeness, serial information, reported fault, and eligibility under this policy.
Return Outcome
Following assessment and inspection, Ascension Gaming will confirm the applicable resolution. This may include a refund, replacement, exchange, repair, store credit, or another remedy where applicable.
Refund Completion
Where a refund is approved, PayFast payments will normally be refunded through the applicable PayFast payment channel where possible. Direct Bank Transfer (EFT) payments will be refunded by EFT to a verified bank account. Additional banking information or verification may be requested before an EFT refund is processed.
Where To Send Approved Returns
Products that have been authorised for return should be sent to the official Ascension Gaming return address below:
Ascension Gaming (Pty) Ltd21st Floor, 222 Smit Street
Braamfontein
Johannesburg, Gauteng, 2000
South Africa
Please do not send or deliver products to this address before receiving return authorisation from Ascension Gaming. Unauthorised returns may be refused or experience processing delays.
Important Refund Information
Approved refunds are generally processed within 3–7 business days after refund approval. The time required for funds to reflect may vary depending on PayFast, the customer's bank, banking processing times, verification requirements, and other factors outside the direct control of Ascension Gaming.
Refunds will generally be processed according to the original payment method. PayFast payments will normally be refunded through the applicable PayFast payment channel where possible, while Direct Bank Transfer (EFT) payments will be refunded to a verified bank account after any required verification has been completed.
Shipping, courier, installation, configuration, licensing, or third-party service charges may not be refundable unless required by applicable law.
Return shipping costs and arrangements depend on the reason for the return, the circumstances of the order, and any rights or obligations that apply under consumer protection law. Ascension Gaming will provide the applicable instructions when a return is authorised.
Customers are responsible for ensuring that returned products are securely packaged and sent using the return instructions provided by Ascension Gaming. We recommend retaining courier tracking information, collection confirmation, or other proof of return until the product has been received and the return has been processed.
The requirements applicable to change-of-mind returns do not remove or limit any rights that may apply to faulty, defective, damaged, incorrectly supplied, or otherwise non-compliant products under applicable consumer protection law.
Warranty Support For Your Products
Products sold by Ascension Gaming may include manufacturer, supplier, distributor, or statutory warranty protection. Warranty periods, procedures, exclusions, and assessment requirements can differ depending on the product, brand, nature of the fault, and applicable consumer law.
Warranty Coverage
Many products include a manufacturer, supplier, or distributor warranty. The applicable warranty period and terms depend on the specific product and brand and may operate in addition to rights provided under applicable consumer protection law.
Warranty Assessment
A warranty claim may require inspection, diagnostic testing, serial-number verification, supplier or distributor assessment, manufacturer review, or evaluation by an authorised service provider before the cause of the fault and appropriate resolution can be confirmed.
Proof Of Purchase
Customers should provide their Ascension Gaming order number, invoice, product serial number, and a description of the fault. Photographs, videos, diagnostic information, or other supporting evidence may also be requested where reasonably necessary.
Reporting A Fault
Contact Ascension Gaming when you become aware of a product fault. Please do not send or deliver a product for warranty assessment until our support team has reviewed the request and provided the applicable return or assessment instructions.
Warranty Resolution
Where a qualifying defect or warranty issue is confirmed, the appropriate remedy may include repair, replacement, refund, exchange, or another resolution depending on the circumstances, applicable warranty terms, and rights available under consumer protection law.
Warranty Exclusions
Warranty protection may not apply to faults or damage caused by misuse, negligence, accidental or physical damage, liquid exposure, power surges, incorrect installation, unauthorised modification or repair, tampering, or normal wear and tear where those circumstances are not covered.
Important Warranty Information
Manufacturer, supplier, or distributor warranty procedures do not automatically replace or limit rights that may be available to customers under applicable consumer protection law. Ascension Gaming will assist with the assessment and resolution process where applicable.
Some products may need to be sent to a supplier, distributor, manufacturer, or authorised service centre for technical assessment. Where this is necessary, the time required to complete the assessment may depend on the nature of the fault, testing requirements, parts availability, and the relevant service provider.
Customers should retain their invoice, packaging where reasonably possible, serial-number information, accessories, and any supporting evidence relating to the reported fault until the warranty matter has been resolved.
Need Help With A Return Or Warranty Claim?
Contact Ascension Gaming if you need assistance with a return request, faulty product, damaged delivery, refund query, or warranty-related support.