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Customer Service

  • Shipping, Delivery and Title

    Your shipping cost will vary depending on what you purchase on brainsandgames.com.au and where it needs to be delivered. Brainsandgames.com.au will price the delivery based on the size and weight of the item. We will normally despatch goods within two working days of receiving an order subject to stock availability. Delivery is by a Courier of our choice. Our couriers deliver week days only.The courier will only attempt delivery once after which the goods will be taken to the couriers home depot. You will need to contact the courier to arrange a suitable time to pick up the delivery. If after a reasonable period of time you have not contacted the courier the goods will be returned to ourselves and any further costs for delivery must be paid by the customer named on the order form. After payment has been received then immediately prior to despatch of the goods the title of the goods will pass to you.

  • Privacy & Security

    This Privacy Policy governs the manner in which Brains and Games collects, uses, maintains and discloses information collected from users of the http://www.brainsandgames.com.au website. This privacy policy applies to the website and all products and services offered by Brains and Games. Read the full Privacy Policy here.

  • Cancellations, Returns & Replacements

    If at any time you would like to remove an item from your order, or if you would like to cancel your order, please contact our Customer Service Team on 0450 803 904, or email the team at: sales@brainsandgames.com.au. When communicating with our Customer Service Team please ensure you quote your order reference number.

    There may be times when you will need to return a product purchased from us. Our Returns Policy is designed to assist you with your return. The benefits given by our Returns Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL). You are entitled to a replacement, credit or refund where products have a major failure, such as:

  • When they are faulty;
  • Wrongly described;
  • Do not do what they are supposed to do.

We are not required to replace your product if you simply change your mind.

However, if you are not happy with your product, Management may, at their discretion, decide to exchange it or provide you with a refund, providing the product is returned to us in its original condition and with proof of purchase. Please talk to us if you are unsatisfied with a product or the service you have received from us.

To complete your refund/return/replacement request you must:

  • Show your receipt or other proof of purchase (e.g. bank statement / transaction history).
  • State the reasons you want a refund/return/replacement.
  • Return the product in the same condition as it was purchased (including manuals, accessories and packaging); and
  • Provide us with any extra information we may need to process your return.

If we accept your reasons for a refund/return/replacement, you must deliver to us, at your expense, any products that were purchased. We will not issue your refund/return/replacement without receiving any outstanding monies/products. To reduce the risk of fraud and to keep our prices low for all our customers, our preference is for all purchases made on a debit/credit card to be credited back to the original card used, so please have your card details to hand.

Any claims for shortages, damaged goods or incorrect supplied goods must be notified within 3 days of receipt by email or post receipt of which must be acknowledged by us. No responsibility will be accepted after 3 days. If an item has been incorrectly supplied, received damaged or is faulty then follow the Returns Procedures as follows:

  • Contact us within 3 days of receipt as above.

  • We will work out if the product needs to be returned to us or to the manufacturer.
  • We will advise whether we will arrange collection or have you return the goods.
  • In either case the cost of returning the goods will be paid by us.

In some cases a refund, replacement or repair may not be offered if you:

  • Substantially modify the product;
  • Misuse the product contrary to user instructions or packaging labels; or
  • Simply change your mind.

 

  • Orders

How can I order from Brains and Games?

  • Place your order online or over the phone.
  • We accept PayPal and EFT Bank Deposit.

What does the availability status mean?

  • In-stock- The item is available and is ready to ship.
    • Backorder - The item is not on hand but can be ordered and paid for in advance. Timeframe for backorders will be stipulated in the items description.
    • Preorder - The item has not been released yet is not available until a specified date. These items can be paid for in full and dispatched once released to the market. Release dates will be specified in the items description.
  • Out of stock- The item is currently unavailable. For out of stock items you can request a notification be sent to you when the item is back in stock. The link is on the product page.

If you are experiencing delays it may be because:

  • Incorrect address has been entered against the order.
  • Incorrect Credit Card information was entered against the order. Please double check all details at time of order as you will only be charged once your details have been validated by our payment gateway.
  • Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination. Sometimes we will require personal detail verification before dispatching orders to protect the card holder, and this may delay shipping.

Occasionally if a particular product is in high demand we may need to re-order the product from our suppliers.

Should the items you ordered be marked “In-Stock” and it fails to reach you within the times quoted above please contact us on 0450 803 904 or via email: sales@brainsandgames.com.au

Product Colours

Whilst we have made every effort to make the colours and finishes of the products on this site reflect the product you will recieve, variances on colour monitors, printers and operating systems, can make the colour and/or finish, you choose appear to be different from the colour and/or finish of the product you recieve. We have made every effort to make the colours and finishes on screen as close as possible to the colours and finishes of the products you'll recieve. However, we cannot guarantee an exact match of the colours and finishes of the images used on this website to the physical product you will recieve.

Product Images

Whilst we have made every effort to make the images of the products on this site reflect the product you will recieve, variances on colour monitors, printers and operating systems, can make the image you see not totally represent the product you recieve. For instance some images used maybe the same t-shirt you order but of a different size. We have made every effort to make the sizes, colours and finishes on screen as close as possible to the sizes, colours and finishes of the products you'll recieve. However, we cannot guarantee an exact match of the sizes, colours and finishes of the images used on this website to the physical product you will recieve.

  • Payment, Pricing & Promotions

    All prices on the website are in Australian Dollars and are exclusive of GST (Goods & Services Tax) as our products are not currently subject to GST. Payment can be made by credit/debit card via Paypal's secure server or via EFT. Orders with EFT bank deposits, will be be processed and delivered when funds have been cleared. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. All orders have a delivery/handling charge, this charge changes depending on the size and weight of the consignment. The shopping cart will let you know exactly the price of your shipping and handling fees.

When redeeming Promotion, Discount, or Coupon Codes during checkout, please note that only one promotion code can be used per order

You can sign up for Price Alert on individual products so you are notified when a price change ocurs. The link is on the product page. 

  • Viewing Orders

    We provide you the ability to view all your orders either by logging into your account, if you created one, or by entering details of the order on this page.

  • Updating Account Information

    All account details are accessible by the account owner after logging in. Details can be edited/updated as needed to ensure contact and shipping by Brains and Games to you will not be interupted.

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