Refund Policy

Effective date: 8 July 2026 · Last updated: 8 July 2026

This Refund Policy applies to physical goods sold by GNRA Arcade Inc. ("GNRA Arcade", "we", "us", "our"), a corporation registered in Ontario, Canada (BN 824961730 RC0001), with offices at 220 Yonge Street, Suite 1802, Toronto, ON M5B 2H1.

It covers studio merchandise, printed materials, promotional items, hardware peripherals and other tangible products shipped to you. Custom software development, licensing fees and digital deliverables are governed by separate written agreements and are not covered by this policy unless explicitly stated in your contract.

In-app purchases within Jackpot Crush or other mobile applications are processed by Google Play or the relevant app store and must be refunded through those platforms under their policies.

1. Scope

This policy applies to:

• Branded merchandise ( apparel, accessories, collectibles ) ordered through GNRA Arcade Inc.
• Printed portfolio books, posters and event materials sold directly by us.
• Physical promotional kits shipped to clients and partners.
• Other tangible products where GNRA Arcade Inc. is listed as the merchant of record.

It does not apply to free digital content on cri-vie.com, browser demos, newsletter subscriptions or B2B development services invoiced under project contracts.

2. Order confirmation

After you place an order you will receive an email confirmation with item details, price including applicable GST/HST, shipping address and estimated delivery window. Review the confirmation promptly and contact us within 48 hours if any detail is incorrect.

3. Shipping and delivery

We ship physical goods from Toronto, Ontario to addresses within Canada and, where offered, internationally. Delivery times vary by carrier and destination. Risk of loss passes to you upon delivery to the address provided, except where provincial consumer law provides otherwise.

Shipping fees are displayed at checkout and are non-refundable unless the return is due to our error or a defective product.

4. Returns — change of mind

If you change your mind about a purchase, you may return eligible unused items within 30 days of delivery for a refund of the product price. To qualify:

• Items must be unused, in original packaging and in resalable condition.
• Proof of purchase (order number or receipt) is required.
• Custom-printed or personalised items cannot be returned unless defective.
• You are responsible for return shipping costs unless we shipped the wrong item.

Contact hello@cri-vie.com to obtain a return authorization before sending goods back. Unauthorized returns may be refused.

5. Defective or incorrect items

If you receive a damaged, defective or incorrect product, notify us within 14 days of delivery with photos and your order number. GNRA Arcade Inc. will, at our discretion:

• Replace the item at no additional charge, or
• Issue a full refund including original standard shipping costs.

We may request return of the defective item and will provide a prepaid label for Canadian returns when appropriate.

6. Refund processing

Approved refunds are issued to the original payment method within 10 business days of receiving and inspecting returned goods. Depending on your bank or card issuer, it may take an additional 5–10 business days for the credit to appear on your statement.

Refunds include the product price and applicable taxes. Original shipping charges are refunded only when the return is due to our error or a confirmed defect.

7. Exchanges

We do not offer direct exchanges. If you need a different size or variant, return the original item per this policy and place a new order. This ensures accurate inventory and faster processing.

8. Non-returnable items

The following cannot be returned except when defective or required by law:

• Custom or made-to-order merchandise.
• Items marked final sale at the time of purchase.
• Products that have been used, washed or altered.
• Gift cards or vouchers.

9. Cancellations before shipment

Orders may be cancelled at no charge if production or shipment has not begun. Contact us immediately with your order number. If the order has already shipped, treat it as a return under Section 4.

10. Provincial consumer rights

Nothing in this policy limits mandatory rights under Ontario's Consumer Protection Act or equivalent laws in other Canadian provinces. Where local law provides greater protection — for example regarding misrepresentation or unfair practices — those provisions prevail.

11. Chargebacks

If you dispute a charge with your payment provider before contacting us, we may pause refund processing until the dispute is resolved. We encourage you to email hello@cri-vie.com first so we can resolve issues quickly.

12. Contact for returns and refunds

GNRA Arcade Inc.
220 Yonge Street, Suite 1802
Toronto, ON M5B 2H1, Canada
Email: hello@cri-vie.com
Phone: +1 647 812 5403
Hours: Mon–Fri 09:00–17:00 EST

Include your order number, item description and reason for the request. We aim to respond within two business days.