FAQs about Refunds, Returns & Cancellations

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  Q: Show answer

  The item I received is not the item I ordered, what do I do?

  A:

  Chaos.com will

  • Replace the item at no cost to you OR
  • Provide a full refund (including the cost of shipping) OR
  • Issue you with a Chaos.com voucher (including the cost of shipping)

  You Must

  • Email us with your order number and which item/s you received within 14 days to be considered for an authorisation for returns (RA)
  • Have an RA in order to claim for a refund/replacement item

  Once we have received the returned item back into our warehouse, please allow at least 14 days for a replacement item to be sent to you (please allow extra time if you are returning an item from an international destination). If you have not received your replacement item within 14 days of returning it to us, or your refund within 7 days, please contact our customer service team at info@chaos.com.
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  Q: Show answer

  I did not receive my order, what happens now?

  A:

  Chaos.com will

  • Email you an estimated date for delivery once the item is despatched from our warehouse.

  If you do not receive your order as advised, please contact our customer service team at info@chaos.com and include your order number. A member of our customer service team will then investigate into your missing order.
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  Q: Show answer

  Why was my order delivered late?

  A:

  We will provide you with an estimated date for delivery of all parcels. While we make every effort to deliver by this time, all dates specified are estimates only.

  We have aligned ourselves with Australia Post who we believe will always do their best to deliver products by the estimated delivery date.
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  Q: Show answer

  My order was damaged in transit what should I do?

  A:

  If your item was damaged between leaving our warehouse and arriving at your delivery address,

  Chaos.com will

  • Replace the item at no cost to you OR
  • Provide a full refund (including the cost of shipping) OR
  • Issue you with a Chaos.com voucher (including the cost of shipping)

  You Must

  • Email us with your order number and the condition of your item/s within 14 days to be considered for an authorisation for returns (RA)
  • Have an RA in order to claim for a refund/replacement item

  We will then

  • Assess your application – we may ask for a photo of the item
  • If we authorise a return, we will email you an RA number and instructions for returning the item/s to us.

  Please allow at least 14 days for a replacement item to be sent to you (please allow extra time if you are returning an item from an international destination). If you have not received your replacement item within 14 days of returning it to us, or your refund within 7 days, please contact our customer service team at info@chaos.com.
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  Q: Show answer

  My Jewel Case was damaged when it arrived, can I get a new case?

  A:

  Should you receive a cracked or damaged jewel case, we will be happy to mail you a replacement. Simply go to our Customer Service Centre and request a replacement.
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  Q: Show answer

  My item I ordered arrived faulty or didn’t work as intended can I get a replacement or refund?

  A:

  If your item is found to be faulty,

  Chaos.com will

  • Replace the item at no cost to you
  • OR Provide a full refund (including the cost of shipping)
  • OR Issue you with a Chaos.com voucher (including the cost of shipping)

  You Must

  • Email us with your order number and the fault or problem with the item/s within 14 days to apply for an authorisation for returns (RA)
  • Have an RA in order to claim for a refund/replacement item

  We will then

  • If we authorise a return, we will email you an RA number and instructions for returning the item/s to us.
  • Examine and test the faulty item/s

  Please allow at least 14 days for a replacement item to be sent to you (please allow extra time if you are returning an item from an international destination). If you have not received your replacement item within 14 days of returning it to us, or your refund within 7 days, please contact our customer service team at info@chaos.com.

  Please note that Computer and Console Games and Accessories attract strict manufacturer guidelines and are non-returnable unless defective or unopened.
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  Q: Show answer

  I've changed my mind and no longer want the item I ordered and received can I return the item?

  A:

  Unfortunately we are unable to accept a return if you have simply changed your mind or no longer want the item.
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  Q: Show answer

  I haven’t received my order yet, can I still cancel the order?

  A:

  Unfortunately we cannot cancel orders for items that have already been shipped by our suppliers or that are in stock at the time of ordering.
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  Q: Show answer

  My item still has not shipped, why is there a delay?

  A:

  While we try to ensure that our availability timeframes are as accurate as possible, on some occasions individual items may incur supplier delays.

  If this happens we will notify you of these delays via email. If the supplier is unable to provide us with your order after three months, we will cancel and refund your order, including any shipping charges, according to your original method of payment.

  The item may still be listed as available by the supplier in which case it will continue to be displayed on our website.
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  Q: Show answer

  I’ve had my item for a while, but it no longer works as described can I return it for a replacement?

  A:

  We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.

  If a product is later deemed to be faulty, normal warranty conditions for that product apply as set by the manufacturer. We recommend you review the warranty prior to contacting Chaos.com.

Browse other FAQ categories

• Questions
  about
  Delivery
  • Where do you deliver to?
  • What delivery options do you offer?
  • How much is Postage?
  • How long does Delivery take?
• Questions
  about
  Orders
  • How are international orders charged?
  • Will I be charged Custom Duties?
  • What do the different Product Statuses mean?
• Questions
  about Refunds,
  Returns &
  Cancellations
  • The item I received is not the item I ordered, what do I do?
  • I did not receive my order, what happens now?
  • Why was my order delivered late?
  • My order was damaged in transit what should I do?
  • My Jewel Case was damaged when it arrived, can I get a new case?
  • My item I ordered arrived faulty or didn't work as intended can I get a replacement or refund?
  • I've changed my mind and no longer want the item I ordered and received can I return the item?
  • I haven't received my order yet, can I still cancel the order?
  • My item still has not shipped, why is there a delay?
  • I’ve had my item for a while, but it no longer works as described can I return it for a replacement?
• Questions
  about
  Payment
  Options
  • How do I pay by...
  • Credit Card?
  • BPay?
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  • Gift Voucher?
  • Chaos.com Online Voucher?
  • Offline Payment?
• Questions
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  • How do I find a product?
  • Which DVD region and format is right for me?
  • Which Games format do I need?
• Questions
  about
  your
  account
  • How do I log in?
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  • Where’s my Purchase History?
• Questions
  about
  Chaos.com
  Features
  • What’s an account?
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  • What’s your Newsletter about?
  • How do Gift Vouchers work?
• Questions
  for
  new
  customers
  • How do I set up an Account?
  • How do I shop with Chaos.com?

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