Refund policy

Return and Refund Policy

At DS Dreams, we pride ourselves on providing quality products and excellent service. Please review our updated policy below:

14-Day Return Policy

  1. Eligibility for Returns
    We accept returns only if:

  • The item is defective, damaged, or faulty.

  • An incorrect item was sent.

We do not accept returns or cancellations for change of mind, finding a cheaper price elsewhere, or shipping time concerns.

All items must be unused, in their original condition, and include all original packaging.

  1. Initiating a Return
    To request a return, please email us at respawnds1@gmail.com within 14 days of receiving your order.

Include your order number, a detailed description of the issue, and supporting photos or videos.

  1. Shipping Responsibility
    Customers are responsible for the cost of return shipping, unless the return is due to an error on our part.
    A valid tracking number must be provided for all returns.

  2. Return Approval
    Once your request is reviewed and approved, we will provide instructions on how and where to return the item.
    Unapproved returns or items sent to the wrong address will not be accepted.

  3. Refunds
    Refunds are only issued after we receive and inspect the returned item. If approved, refunds will be processed for the item’s cost (excluding original shipping fees).

Refunds typically take up to 10 business days to appear on your original payment method.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect. We will work with you to resolve the issue promptly.

Exchanges

If you wish to exchange an item due to defect or incorrect product, the fastest way is to return the original item (once approved) and then place a new order.

Note on Consumer Rights (Australia)

This policy is in line with the Australian Consumer Law (ACL). Customers are entitled to a replacement, repair, or refund if an item is faulty or not as described. However, refunds are not required for change of mind or finding cheaper alternatives.

🎮 DS Dreams – Product Nature & Warranty Information

Overview

Every DS Dreams console is a refurbished and enhanced system that has been carefully restored, tested, and customised by hand.
These consoles are not brand new, but are fully functional and come pre-installed with modern software enhancements to bring your favourite nostalgic games back to life — no cartridges required.

Our mission is to make classic handheld gaming accessible, reliable, and beautiful again — while being transparent about what “refurbished” truly means.

🔧 What “Refurbished” Means

Each console is sourced from previously owned, authentic Nintendo DS or 3DS systems. Before being resold, every unit undergoes an extensive quality restoration process:

  1. Full hardware inspection – internal components are tested for stability and performance.

  2. Firmware restoration & custom setup – all systems are reformatted, updated, and equipped with the latest custom firmware for optimal performance.

  3. Battery & button testing – buttons, triggers, and battery health are verified to ensure smooth gameplay.

  4. Screen calibration & visual check – display quality is checked for brightness, clarity, and colour consistency.

  5. Final functionality test – every console is powered on, navigated through menus, and tested for several minutes of gameplay before shipping.

✨ Cosmetic Expectations

Because our consoles are refurbished, minor cosmetic imperfections are expected and do not indicate a fault.
These may include:

  • Small scratches or scuffs on the shell or housing

  • Slight discolouration or wear on casing edges

  • Tiny irregularities on the display such as minor pixel variations or light bleeding that do not affect gameplay

These normal signs of previous ownership are purely aesthetic and have no impact on performance or usability.

Our team selects only the best-condition units available and ensures every system is fully functional before shipment.

🧾 Performance & Functionality Guarantee

All DS Dreams consoles are tested to be 100% functional before dispatch.
This means:

  • The device powers on correctly

  • The touch screen, buttons, speakers, and cameras operate normally

  • The system connects to Wi-Fi and runs preloaded software as intended

You can expect your DS Dreams console to perform just like an original Nintendo handheld in full working condition.

🚫 Refunds & Returns

Because every DS Dreams console is a refurbished electronic device, we operate under a strict no-refund and no-return policy for:

  • Cosmetic imperfections

  • Minor pixel irregularities or light spots that do not hinder gameplay

  • Differences in screen brightness between the top and bottom display

  • Normal signs of use consistent with refurbished electronics

Refunds or replacements are only provided if a functional issue occurs — for example:

  • The console fails to power on

  • The screen or speakers stop working entirely

  • Buttons or touch input fail during use

This policy ensures fairness and allows us to keep prices accessible for our customers.

⚖️ Compliance with Australian Consumer Law (ACL)

Under Australian Consumer Law, refurbished goods are legally required to perform as described and be fit for purpose.
Our consoles meet this standard — they are tested, operational, and match the description on our website.

A refund or replacement is only required by law if a major fault is present (for instance, if the console is unusable or fundamentally defective).
Minor, non-functional cosmetic issues do not constitute a major fault under the ACL.

We are committed to complying with these laws fully and ensuring all customers receive a product that performs as advertised.

💝 Warranty Coverage

We provide a 30-day functional warranty from the date of delivery covering:

  • Power failures

  • Screen malfunctions

  • Button or touch input failure

  • Software corruption preventing startup

If any of the above issues occur, please contact our support team with video evidence and your order number.
We’ll assist with troubleshooting and, if necessary, provide a replacement or repair under warranty.

This warranty does not cover:

  • Cosmetic wear, scratches, or minor pixel issues

  • Damage caused by misuse, water exposure, drops, or modifications after delivery

  • Software alterations performed by the customer

🛠️ Support & Assistance

If you experience any difficulties with your console, our support team is happy to assist.
Please email support@dsdreams.com with your order number and a short description (or video) of the issue, and we’ll get back to you as quickly as possible.

We’re a small Australian business passionate about gaming nostalgia — and we take pride in every console we restore.

❤️ Our Promise

We want every customer to enjoy a console that works beautifully and feels special.
Our products are refurbished with care, tested for functionality, and supported under fair warranty terms — giving you confidence that your purchase is backed by both craftsmanship and compliance.

Thank you for supporting DS Dreams and keeping the handheld era alive 🎀