Refund & Returns Policy

Last updated: April 24, 2026

This Refund & Returns Policy applies to purchases made from First Game Limited through firstgameltd.com or through any direct business communication with our company.

First Game Limited sells customized and in-stock product shells from China to business customers worldwide, mainly in the USA and Europe.

1. B2B Sales Only

First Game Limited sells to business customers only.

By placing an order, the buyer confirms that they are purchasing for business, resale, distribution, repair, modification, customization, or other commercial purposes, and not as a consumer.

This policy is intended for B2B commercial transactions.

2. Accepted Payment Methods

We do not accept credit cards.

Our accepted payment methods may include:

Bank transfer Cryptocurrency WeChat Pay Alipay Other payment methods agreed by First Game Limited in writing

Orders will only be processed after full payment has been received and cleared.

For cryptocurrency payments, the order value is based on the agreed invoice amount at the time of payment. First Game Limited is not responsible for cryptocurrency price fluctuations, blockchain delays, network fees, exchange-rate changes, or third-party payment costs.

3. General Return Policy

Due to the nature of international B2B transactions and the high cost of international shipping, we generally do not accept returns.

Returns are only accepted if First Game Limited has approved the return in writing before the goods are sent back.

Any goods returned without our prior written approval may be rejected and will not be eligible for refund, replacement, or credit.

4. In-Stock Products

In-stock products are standard products that may be sold to multiple business customers.

Return requests for in-stock products are generally not accepted unless approved by First Game Limited in writing.

If a return is approved, the product must be:

Unused Uninstalled Undamaged Unmodified Complete with all parts and accessories In resalable condition Returned according to our written instructions

Change-of-mind returns are generally not accepted.

5. Customized Products

Customized products include, but are not limited to:

Made-to-order shells Customer-specific designs Custom colors Logo-printed products Private-label products Modified shells Special production requests Products made according to customer-provided specifications

Customized products are final sale once the order details, specifications, design, sample, quotation, or production arrangement have been confirmed.

Customized products cannot be returned, cancelled, or refunded due to change of mind, incorrect customer selection, design preference, market changes, customer-side resale issues, or customer-provided specification errors.

6. Pre-Dispatch Confirmation

Before dispatch, First Game Limited may provide photos and/or videos of the goods for customer confirmation.

Once the buyer confirms the goods for dispatch, the order will be considered accepted for the visible details shown in the confirmation materials, including but not limited to:

Product model Product color Appearance Quantity Packaging condition Visible customization details

This does not exclude valid claims for hidden defects, wrong shipment, or issues that could not reasonably be identified from the pre-dispatch confirmation materials.

7. Damaged, Defective, Wrong, or Missing Items

If the buyer believes the goods are defective, damaged, incorrect, or incomplete, the buyer must contact First Game Limited within 3 calendar days after delivery.

The buyer must provide sufficient evidence, including:

Order number or invoice number Clear photos of the issue A clear and continuous open-box video Photos of the shipping label Photos of the outer packaging Photos of the inner packaging Description of the issue

For any claim involving damage, missing items, wrong items, packaging issues, or visible defects, a clear open-box video is required. The video should show the unopened package, shipping label, outer packaging, inner packaging, and the product issue.

If the buyer cannot provide sufficient evidence, especially an open-box video where reasonably required, First Game Limited may reject or limit the claim.

8. After-Sales Solutions

After receiving sufficient evidence, First Game Limited will review the case and negotiate a reasonable after-sales solution with the buyer.

Possible solutions may include:

Replacement parts Replacement goods in a future shipment Repair support Technical guidance Discount on a future order Store credit Partial refund Full refund, only where appropriate and agreed by First Game Limited Other commercially reasonable solutions agreed by both parties

After-sales solutions are handled case by case and must be confirmed in writing.

9. Refunds

Approved refunds, if any, may be made through bank transfer, cryptocurrency, WeChat Pay, Alipay, or another method agreed by both parties.

Any bank fees, blockchain network fees, exchange-rate costs, intermediary fees, or payment processing fees may be deducted from the refund amount unless the issue was caused by First Game Limited.

For cryptocurrency refunds, if approved, the refund amount will be calculated based on the original agreed invoice currency amount, not the cryptocurrency market value at the time of refund.

Refunds will only be processed after the issue has been reviewed and a refund solution has been agreed in writing.

10. Return Shipping Costs

If a return is approved, the buyer must follow the return instructions provided by First Game Limited.

Unless otherwise agreed in writing, the buyer is responsible for return shipping costs.

If the issue is verified to have been caused by First Game Limited, the return shipping cost or alternative solution will be discussed and agreed case by case.

First Game Limited is not responsible for returns lost, damaged, delayed, or held by customs during return shipping unless otherwise agreed in writing.

11. Shipping, Customs Clearance, Import Duties, and Taxes

The buyer is responsible for all customs clearance matters in the destination country or region unless otherwise agreed in writing.

This includes, but is not limited to:

Providing accurate shipping and import information Ensuring the goods can be legally imported into the destination country or region Handling customs clearance procedures Providing required import documents if requested by customs Paying any applicable import duties, import VAT, tariffs, customs fees, brokerage fees, taxes, storage fees, or other local charges Communicating with the carrier, customs broker, or local customs authority when required

First Game Limited is not responsible if the goods are delayed, rejected, returned, confiscated, seized, destroyed, or otherwise unable to pass customs clearance due to destination-country regulations, buyer-side import restrictions, missing buyer documents, unpaid import charges, or any other customs-related issue outside our control.

If the buyer refuses delivery, fails to complete customs clearance, provides incorrect shipping information, fails to provide required documents, or fails to pay required import charges, any resulting loss, delay, return shipping cost, storage fee, customs charge, handling fee, or product loss shall be the buyer’s responsibility.

Shipping fees, import duties, VAT, tariffs, customs fees, brokerage fees, taxes, and other local charges are non-refundable unless otherwise agreed in writing.

12. Force Majeure and Events Beyond Our Control

First Game Limited shall not be liable for any delay, loss, damage, failure of delivery, non-performance, or partial performance caused by events beyond our reasonable control.

Such events may include, but are not limited to:

War, conflict, military action, terrorism, or civil unrest Natural disasters, extreme weather, earthquake, flood, fire, epidemic, or pandemic Government orders, sanctions, import/export restrictions, customs policy changes, or regulatory actions Port congestion, carrier suspension, shipping route disruption, logistics interruption, or transportation accidents Labor strikes, shortage of transportation capacity, power failure, or other events beyond our control

If any such event affects the shipment, delivery, customs clearance, or performance of an order, First Game Limited will try to communicate with the buyer and assist where commercially reasonable. However, any delay, additional cost, loss, seizure, destruction, or failure of delivery caused by such events shall not be the responsibility of First Game Limited unless otherwise agreed in writing.

13. Installation, Modification, and Handling Damage

First Game Limited is not responsible for damage caused after delivery by:

Incorrect installation Disassembly Repair attempts Modification Misuse Improper storage Improper handling Third-party installation or service Customer-side assembly mistakes

Product shells may require professional handling. The buyer is responsible for ensuring that installation or modification is performed correctly.

14. Order Cancellation

For in-stock products, cancellation may be accepted only before shipment.

For customized products, cancellation may only be accepted before order confirmation, design confirmation, sample confirmation, or production arrangement.

Once a customized product has been confirmed or production has started, the order cannot be cancelled unless First Game Limited agrees in writing.

15. Contact Us

For return requests, after-sales issues, or refund-related questions, please contact us before taking any action.

First Game Limited Website: firstgameltd.com Email: info@firstgameltd.com

Please do not return any goods without receiving written approval and return instructions from First Game Limited.