Refund policy

This policy applies to all purchases made from BastionX. Every product is carefully tested, video recorded during packing, and sealed with official BastionX packaging before dispatch. Our products are checked before shipment to reduce the chances of any issue reaching the customer. By placing an order with BastionX, you agree to the terms below.

1) Returns & Replacement Policy

BastionX offers replacement only and does not offer monetary refunds under any circumstances, except where a store credit is explicitly approved at our discretion for specific upgrade-related cases.

A replacement request may be considered only if all of the following conditions are met:

  • The issue is reported within 48 hours of delivery
  • The product is within the 7-day replacement window from the date of delivery
  • Valid proof is provided
  • The claim falls under an eligible issue listed in this policy

Any issue reported after 48 hours from delivery will not be accepted, even if the request is made within 7 days. The 48-hour reporting window is mandatory because it helps us verify genuine transit or delivery-related issues quickly and prevents misuse.

2) Mandatory Unboxing Video Requirement

A complete unboxing video is mandatory for every claim. This is a strict requirement and not optional.

The video must clearly show:

  • The unopened package
  • The BastionX seal
  • The full unboxing process without cuts, edits, or pauses
  • The product and all accessories received
  • The issue clearly visible, if any

Claims without proper unboxing video proof will not be accepted. This includes, but is not limited to:

  • Missing item claims
  • Wrong product or wrong variant claims
  • Product not working claims
  • Physical damage claims

If there is no unboxing video, BastionX reserves the right to reject the claim in full.

3) Packing and Dispatch Verification

All packages are video recorded during packing. Each order is sealed with a BastionX seal before shipping.

This means every claim may be cross-checked against:

  • Packing footage
  • Dispatch records
  • Product serial and order details
  • Returned product condition

If the customer’s claim does not match our records, the claim may be rejected.

4) Eligible Claims for Replacement

A replacement may be considered only for the following issues, subject to verification and proof:

  • Product received physically damaged
  • Product not working on arrival
  • Missing item or missing accessory
  • Wrong product received
  • Wrong variant received

Even in these cases, a valid unboxing video is required. Claims must also be reported within the 48-hour reporting window.

5) Reporting Window

Any issue must be reported within 48 hours of delivery. This applies to all claims, including:

  • Damage
  • DOA / not working
  • Wrong item received
  • Missing items

After 48 hours, no claim will be entertained, even if the order is still within 7 days of delivery.

This rule is required to protect the brand from delayed or false claims and to ensure problems are reported when they are fresh and verifiable.

6) Return Shipping Policy

If a claim is approved after verification:

  • BastionX will bear the return shipping cost only if pickup is available in the customer’s area
  • If pickup is not available in the customer’s area, the customer must self-ship the product
  • In case of self-shipping, the customer will bear the cost of return shipping

If a pickup attempt fails because the customer is unavailable, unreachable, or unable to hand over the product, the customer must self-ship the item at their own cost.

7) No Refund Policy

BastionX does not offer monetary refunds.

No refund will be issued in cases such as:

  • Change of mind
  • Customer no longer wants the product
  • Compatibility-related dissatisfaction
  • Delivery refusal
  • Wrong address provided
  • Customer unreachable
  • Delayed reporting beyond the allowed time window
  • Customer abuse or misuse of the return process

Only replacement or store credit may be considered, and only where explicitly approved by BastionX.

8) Store Credit for Upgrade Requests

In special cases, if a customer wishes to upgrade to another product, BastionX may offer store credit at its discretion.

For store credit cases:

  • The product must first be returned and verified
  • The customer must bear the return shipping cost
  • The customer must pay any balance amount for the upgraded product
  • Store credit will be issued only after inspection and approval
  • Store credit processing may take up to 7 days after the product is received and verified

Store credit is not guaranteed and is only offered in approved upgrade situations.

9) Failed Delivery, Refusal of Delivery, and RTO

If an order is refused, undelivered due to incorrect details, or cannot be delivered because the customer is unreachable, BastionX will not provide any refund or replacement.

This includes cases where:

  • The customer refuses to accept the parcel
  • The address is incomplete or incorrect
  • The customer is unreachable or unavailable
  • The parcel is returned to origin due to customer-side issues

In such cases:

  • Any fees already paid will not be refunded
  • The customer will be liable for RTO charges
  • BastionX reserves the right to deduct applicable shipping and return costs where relevant

Address changes are not allowed after dispatch.

10) 6-Month Limited Warranty

BastionX provides a 6-month limited warranty covering only manufacturing defects.

This warranty is strictly limited and does not cover:

  • Physical damage
  • Water damage
  • Electrical damage caused by wrong power supply
  • Damage caused by misuse, abuse, mishandling, or tampering
  • Cosmetic issues that do not affect product function
  • Damage caused by third-party accessories or improper setup

Warranty claims are subject to inspection and verification by BastionX.

11) Warranty Void Conditions

The warranty becomes fully void if any of the following occurs:

  • The memory card is removed from the GameStick
  • Any software, system, firmware, or internal content is tampered with
  • The product is opened, modified, repaired, or altered by an unauthorized person
  • The BastionX seal is broken, removed, or tampered with
  • The serial number is missing, altered, or tampered with
  • The product shows signs of physical abuse or hardware abuse
  • The product is damaged by misuse, mishandling, or improper operation

If any of the above is found, no warranty claim will be entertained.

12) Power and Adapter Usage Policy

The GameStick must be used only with a 5V/1A or 5V/2A adapter.

Damage caused by any of the following is not covered under warranty:

  • Wrong adapter
  • Higher voltage adapter
  • Incorrect power supply
  • Voltage fluctuation
  • Improper setup
  • Use of unsafe or non-recommended accessories

Customers are responsible for using the correct power source and setup as instructed.

13) Compatibility and Usage Disclaimer

The product is designed to work with standard HDMI-supported TVs and monitors.

It will not work when connected to:

  • Laptops
  • CPUs
  • Non-HDMI devices
  • Unsupported systems

It may work on a monitor with an HDMI port, but it is not intended to be inserted into or used with a computer CPU or laptop system.

Performance may vary depending on:

  • The display device used
  • The power supply used
  • The setup conditions
  • Other external factors

No returns, refunds, replacements, or warranty claims will be accepted for compatibility expectations or user assumptions about how the product should work on unsupported devices.

14) Preloaded Content Disclaimer

The product is sold as a hardware device. Any preloaded content, if present, is included for demo or entertainment purposes only.

BastionX does not guarantee:

  • Specific game availability
  • Specific game performance
  • Long-term availability of any preloaded content
  • Any content beyond what is supplied at the time of dispatch

Any issue caused by content expectations, content changes, or user preference regarding content is not a valid reason for refund or replacement.

15) Original Packaging and Return Condition Requirement

Any item approved for return or replacement must be sent back with:

  • The original box
  • The original packaging
  • All accessories
  • All included parts and items

If any item is missing, damaged, or not returned in resaleable condition, BastionX reserves the right to reject the return.

In such cases:

  • The product may be sent back to the customer
  • The customer will bear shipping costs on both sides
  • The claim may be closed without replacement

Original packaging must remain in acceptable condition. Excessive damage to the packaging may also affect claim approval.

16) Missing Items and Accessory Claims

If a customer claims that something is missing from the box, the claim must be supported by a valid unboxing video.

BastionX will compare the claim with:

  • Packing footage
  • Dispatch records
  • Product bundle records

If the claim cannot be verified, it may be rejected.

No video proof means no missing item claim.

17) Wrong Product or Wrong Variant Claims

If a customer claims they received the wrong product or wrong variant, the customer must provide a complete unboxing video.

BastionX will verify the claim using:

  • Unboxing video
  • Packing footage
  • Dispatch records
  • Order details

If the received product matches the dispatch record, the claim will not be accepted.

18) Dead on Arrival (DOA) / Not Working Claims

If the product is not working on arrival, the claim will only be considered if:

  • The issue is reported within 48 hours of delivery
  • A complete unboxing video is provided
  • The product is otherwise in acceptable condition for inspection

If the product shows physical damage, tampering, or misuse, the claim may be rejected or moved under the warranty void conditions.

19) Cosmetic Differences and Minor Issues

Minor cosmetic differences, such as small scratches, marks, box dents, or other non-functional variations that do not affect the product’s performance, are not valid reasons for refund, replacement, or warranty claim.

BastionX does not accept claims based purely on appearance unless the issue affects actual product function and is supported by proof.

20) Usage-Based Rejection

If the product shows excessive usage, heavy wear, abusive handling, or signs that it has been used beyond normal initial testing before the claim was raised, BastionX may reject the claim.

This rule is in place to prevent misuse of the return system and to stop “rent and return” behavior.

21) One Replacement Limit

Only one replacement per order/product will be provided.

If a replacement has already been issued, repeat claims for the same issue or product may not be accepted unless required by law or explicitly approved by BastionX.

Repeated claim behavior may result in rejection of further requests.

22) Invoice and Order Proof Requirement

A valid order ID or invoice is mandatory for all claims.

No claim will be processed without:

  • Order details
  • Proof of purchase
  • Supporting evidence for the issue

Claims without matching order information may be rejected.

23) Delivery Acceptance Responsibility

The customer is responsible for checking the parcel condition at the time of delivery.

If the package appears tampered with, damaged externally, or suspicious, the customer should report it immediately. Delayed reporting may weaken the claim and may result in rejection.

24) Chargeback and Fraud Protection

Any fraudulent chargeback or payment dispute will be handled seriously.

BastionX reserves the right to contest any false or abusive chargeback using all available evidence, including:

  • Packing video
  • Unboxing proof
  • Delivery records
  • Tracking information
  • Order history
  • Internal verification records

If a chargeback is raised without a valid basis, BastionX may treat it as fraud.

25) Delivery Timeline Disclaimer

Delivery timelines shown at the time of ordering are estimates only and are not guaranteed.

Delays caused by:

  • Courier delay
  • Regional delivery issues
  • Weather
  • Operational disruptions
  • Third-party logistics issues

are not grounds for cancellation, refund, or compensation.

26) Force Majeure

BastionX is not responsible for delays, non-performance, or service interruptions caused by events outside our reasonable control, including:

  • Natural disasters
  • Government restrictions
  • Strikes
  • Transport disruptions
  • Internet or logistics failures
  • Other unforeseen external events

27) Jurisdiction

All disputes, if any, shall be subject to the exclusive jurisdiction of New Delhi, India only.

28) Support and Response Time

For any support-related query, please contact us at:

Support response time is generally 24–48 business hours, depending on query volume.

29) Final Decision Clause

BastionX reserves the full right to make the final decision on all claims, replacements, warranty cases, and store credit requests after inspection and verification.

The final decision will be based on:

  • Customer-submitted proof
  • Packing and dispatch records
  • Product condition on return
  • Claim timing
  • Warranty terms
  • Internal verification

By purchasing from BastionX, you accept that BastionX’s decision on claims is final unless otherwise required by applicable law.

30) Acceptance of Policy

By placing an order with BastionX, the customer confirms that they have read, understood, and agreed to this entire policy. This policy is created to protect genuine customers, maintain product quality standards, and safeguard BastionX from fraud, abuse, and misuse.