It depends on whether the item was purchased as New or Pre-Owned.
✅ Opening the item is the deciding factor—this policy applies automatically and can’t be overridden.
New Items (Opened)
If your game or item was purchased New and has been opened:
- ❌ Refunds are not allowed
- ✅ Exchanges are allowed only if the item is defective
This includes opened video games and other new items.
♻️ Pre-Owned Items (Opened)
If your game or item was purchased as Pre-Owned, opening it does not prevent a return, as long as it’s within the return window:
- Refund: Within 7 days
- Exchange: Within 15 days
Want More Details?
You can review the full return guidelines in the Return Policy article for additional eligibility details.
When You Don’t Need to Contact GameStop
You generally don’t need support assistance if:
- A new, opened game was denied a refund
- You were offered an exchange only for a defective new item
- Your pre-owned return was denied due to being outside the return window
These outcomes follow standard return policy rules.
⏱️ When Should I Contact GameStop?
Contact GameStop only if:
- Your item was pre-owned and within the return window but return options aren’t available
- A new item is defective and you’re unable to process an exchange
- You believe the item was incorrectly labeled as New vs. Pre-Owned
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