Shipping Information

Shipping Delivery

RGB shall strive on a best-effort basis to deliver orders within the notified delivery period. Order deliveries can usually be completed within 6 to 8 weeks after order processing. However, please note that the expected delivery leadtime is only our best estimate and is dependent upon (but not limited to) customs clearance, shipping approvals by the gaming regulators of the respective jurisdictions, delivery restrictions, payment terms and stock availability.

The actual time of delivery will also be subject to the delivery schedule of our logistics partners which may be changed from time to time without any prior notice.

Title and Risk

Risk in the Products shall pass to the Customer upon delivery to the Customer. Title to the Products passes on to the Customer Ex-Work (Incoterm 2010) Macau, subject to Seller’s lien until full payment has been made. 

Shipment Enquiries After Placing Orders

If your order has not arrived by the estimated delivery date, please email us at store@rgbgames.com and kindly includes: –

  • Contact details
  • Company name
  • Casino name 
  • Order ID


Return Merchandise Authorization (RMA)

Hardware Warranty

RGB warrants that the products shall be free from defects in materials and workmanship for a period of:-

  1. Brand New Item
    One hundred and eighty days (180) upon receipt by Buyer.
  2. Refurbished Item
    Thirty days (30) upon receipt by Buyer.

Facing Issues With Our Products?

Buyer can request for warranty claim or return a product with the following issues:

  1. Received an incomplete product (missing quantity or accessories)
  2. Received the wrong product (e.g. wrong size, wrong colour, different product than the one ordered, etc.)
  3. Received a product with physical damage (e.g. dented, scratched, broken, etc)
  4. Received a faulty or defective product (e.g. malfunction, not operating as intended)


How Do I Return Defective Products or Make Warranty Claims?

To return defective products or claim for warranty, you must first complete the details required at Customer Service > Return Merchandise Authorization (RMA).

Upon receiving the details, we shall contact you within 3 to 5 business days with further instructions on how to proceed, subject to the following Terms and Conditions:

  1. For incomplete or wrong product receipts, the Return Merchandise Authorization (RMA) Information form should be submitted within seven (7) days from the date that the product was received by the Buyer.
  2. Buyer shall ship the damaged / defective / faulty product to RGB at the Buyer’s expense for inspection and testing by RGB, ONLY after receiving a return goods authorization / instruction as issued by RGB (RGB reserves the right to refuse delivery of products returned without its authorization / instruction).
  3. Buyer must return all items in their original purchase condition, including the original product packaging, proof of purchase, manuals, and all accessories.
  4. All packaging must be unmarked and not defaced/tampered in any manner. Any item that you received with labels must be returned with these labels intact.
  5. Products purchased as part of packs have to be returned as a whole set.
  6. If the products are not packed properly and causes damages during the return, we reserve the rights to recall your return, exchange or refund request.
  7. Once the product is received by us, inspection will be carried out on the item and investigate the defect as claimed by the Buyer. If the defect is found to be caused by unauthorised modification or alteration; illegal tampering, mishandling or short circuited; or we believe the defect is not a manufacturing defect (e.g. where we believe the items have been misused or wrongly installed; or the defect or damage is not covered by the warranty), we will reject the claim and the product shall be returned to the Buyer at his own costs.
  8. If RGB’s inspection and testing reveal that the defect has not been caused or contributed to by any of the factors described above, RGB shall at its discretion repair or replace the defective product and deliver the replacement to the Buyer at our own costs.
  9. All items sold are final and not entitled for exchange, return or refund due to the Buyer’s change of mind or wrong order.


Refunds Due to Product Unavailability

While RGB shall endeavour to source and deliver all items in your confirmed order, it may happen that an item ordered is unavailable during order processing. If the order consisted only of the item that is unavailable, then the order shall be cancelled and the funds refunded to the customer. If it is  possible to fulfill part of the order without the unavailable item, RGB shall fulfill the order to the extent that it is possible and refund the customer for the item that is unavailable. Refunds due to product unavailability shall only be made electronically into the account or card that was used to pay for the product.