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Short answer: For a Canadian physical Nintendo Switch purchase, the Nintendo Store generally allows an eligible return within 30 days of delivery, while EB Games generally allows a return or exchange within 15 days of purchase or delivery. Both expect an unused, unopened product for an ordinary change-of-mind return. For a defect, EB Games can exchange most products during its initial 15-day period; after that, Nintendo’s one-year manufacturer warranty is the normal route for Switch hardware purchased from an authorized retailer.
Your receipt, order packing slip, console serial number, original box, manuals, cables and every included accessory matter. Keep them until the return or warranty case is closed.
Canada return and warranty rules at a glance
| Question | Nintendo Store | EB Games Canada |
|---|---|---|
| Ordinary return window | 30 days after delivery for eligible physical products | 15 days from an in-store purchase or from delivery of an online order for most items |
| Condition for change-of-mind return | Unopened, unsealed, unused, complete and in original condition | Unopened or sealed, in original packaging, with proof of purchase |
| Where to return | Return to Nintendo of Canada Ltd. as directed by Nintendo’s policy | Store purchases go back to a store; online orders may be taken to a local store with the packing slip |
| Defect during retailer window | Contact Nintendo for the applicable return or service route | Report the problem within the 15-day period for an exchange, bringing the complete product and proof of purchase |
| After retailer window | Nintendo support and its manufacturer warranty process | Manufacturer’s warranty terms apply |
| Nintendo hardware warranty | One year from the purchase date for Nintendo hardware, accessories and Nintendo-published games; physical damage is excluded | |
| Optional protection | EB Games Product Replacement Plan: one exchange for an eligible electronic breakdown during the purchased coverage period, subject to plan terms | |
Policies can differ for bundles, clearance products, digital codes, used goods and special editions. The purchase channel, product condition and transaction date determine which rule applies.
Nintendo Store returns in Canada
The 30-day clock starts at delivery
Nintendo’s Canadian physical-product policy gives you 30 days after delivery to request an eligible return or exchange. This is a delivery-based deadline, not a general promise that any opened console can be sent back. Save the delivery confirmation and your order information so you can show when the package arrived.
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Condition requirements are strict
For a standard change-of-mind return, Nintendo requires the product to be unopened, unsealed, unused, complete and in its original condition. A Switch that has been powered on, connected to an account or removed from its factory packaging may no longer meet those ordinary-return conditions. Put every item back exactly as received, including the console, Joy-Con controllers, dock, power adapter, HDMI cable, manuals, inserts and packaging.
Shipping is not normally refunded
Nintendo generally does not refund shipping charges. The policy makes an exception when the product was damaged, defective or incorrect. That distinction is important: a return because you changed your mind can leave the original shipping cost unreimbursed, while a fulfilment or product problem can be treated differently.
Where a Canadian return goes
Canadian returns are sent to Nintendo of Canada Ltd. Follow the current return instructions associated with the order rather than mailing a console to an unverified address. Keep the tracking number and a copy of the shipment record until Nintendo confirms receipt and resolves the return.
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EB Games Canada returns
Most items have a 15-day return or exchange period
EB Games states that most items can be returned or exchanged within 15 days from the date of an in-store purchase, or within 15 days from the date an online order is delivered. The retailer verifies each return, so having the item within the time limit does not replace the other requirements.
Change-of-mind returns must be unopened or sealed
EB Games’ published wording is direct: “Only unopened/sealed items can be returned.” For a Switch bought because you changed your mind, bring the product in its original packaging with proof of purchase. Do not assume that a lightly used console, an opened shrink-wrap seal or a missing insert will qualify as a normal return.
Store and online purchases use different routes
An in-store purchase must be returned to a store. EB Games’ online policy says an online order can be taken to a local store with its packing slip. A store purchase cannot be mailed to the online returns centre. Bring the same contents you received, because the store may need to verify the product, serial number, accessories and packaging before approving an exchange or return.
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What counts as proof
Use the original receipt for a store transaction or the online packing slip and order record for a delivery. If the receipt is digital, keep it accessible on your phone and, when possible, carry a printed copy. A payment-card statement alone may not provide all the information the store needs for verification.
What to do when the Switch is defective
During EB Games’ initial exchange period
EB Games asks customers to report defective or damaged items within 15 days for an exchange. Bring the receipt or packing slip, original box, manuals, cables, accessories and all other included contents. Describe the failure clearly and bring the complete console set; leaving out a dock, controller or power adapter can complicate the exchange.
This defect route is different from a change-of-mind return. A defective unit may be handled under the retailer’s exchange process, but the store still needs to verify the item and the purchase.
After the EB Games window
EB Games says that after its return or exchange window, the manufacturer’s warranty terms apply. In practical terms, a Canadian Switch owner normally moves from the retailer’s initial exchange route to Nintendo’s support and warranty process once that retailer period has ended.
Nintendo’s Canadian manufacturer warranty
Coverage length and eligible products
Nintendo Support states: “The warranty on hardware products, accessories, and games published by Nintendo, lasts for one year from the date of purchase.” For Switch hardware, the one-year period is measured from the purchase date, so retain the receipt even if you do not notice a problem until months later.
Proof of purchase is required
Nintendo requires proof of purchase from an authorized retailer. The document should identify the seller, purchase date and product well enough for support to validate the claim. If you bought through EB Games, retain its receipt or online packing slip; if you bought through Nintendo’s own store, retain the order confirmation and delivery record.
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Physical damage is excluded
Nintendo’s support information says, “Physical damage is not covered by the warranty, but it is possible that Nintendo or one of our Authorized Service centers can service your product.” A cracked screen, liquid exposure, crushed port or other impact should therefore be described accurately rather than presented as an unexplained electronic failure. Support may explain whether a service option is available, but the standard warranty does not cover physical damage.
Start with a Nintendo service request
Nintendo asks customers to contact support and arrange a service request before sending a product. Do not ship a console without the case instructions. The service process can identify the correct destination, required information and any preparation steps, such as removing account information or backing up what the service instructions allow.
EB Games vendor-warranty information
EB Games publishes a separate vendor-warranty summary. It says, “We offer a 15 day limited* warranty in-store for most new and used products.” The same page lists typical periods as follows:
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|---|---|
| Games | 90-day limited warranty |
| Accessories | 90 days to five years, limited warranty |
| Hardware | One to three years, limited warranty |
These are retailer summaries, not a replacement for the manufacturer’s documentation. The exact term, exclusions and remedy depend on the product and manufacturer. For a Nintendo Switch, use Nintendo’s Canadian warranty information to confirm the applicable coverage rather than assuming that the broad hardware range on a retailer page automatically applies to your particular console.
EB Games Product Replacement Plan
What the plan promises
EB Games describes its Product Replacement Plan as an exchange benefit for an eligible console or accessory that suffers an electronic breakdown during the purchased coverage period. Its wording says that you can bring the unit, proof of purchase and the original contents to any EB Games location, and the store will exchange it.
The plan is an exchange program, not a repair service. If the failure qualifies, the remedy is a replacement handled through EB Games; it is not a promise that your original unit will be repaired and returned.
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- Detachable Joy-Con controllers
What you must bring
- The product covered by the plan.
- Proof of purchase for the console, accessory and plan.
- The original contents, including required cables, controllers, adapters, manuals and other included parts.
- Any plan documentation or order record that identifies the coverage.
Is it worth buying?
The answer depends on how much you value a local exchange and how long you expect to keep the device. The plan can be useful when a qualifying electronic failure would otherwise require a Nintendo service request and shipment. A customer who wants a one-time exchange at an EB Games location may value that convenience.
Do not treat the plan as accidental-damage insurance. The published description focuses on electronic breakdowns and requires the original contents. It does not say that every kind of damage, loss, theft or cosmetic wear qualifies. Eligibility, price and coverage length vary by item and plan term, so read the live checkout terms for the exact Switch model or accessory before paying.
Which purchase route fits your situation?
| Your situation | Most appropriate first step | Why |
|---|---|---|
| You changed your mind before opening the box | Use the seller’s ordinary return process within its stated deadline | Both channels limit change-of-mind returns to unopened or sealed, complete products |
| An EB Games purchase fails soon after purchase | Take it to EB Games with the receipt, packaging and complete contents | The retailer asks for defective items to be reported during its initial exchange period |
| A Nintendo Store purchase arrives damaged, defective or incorrect | Contact Nintendo using the order’s return or support instructions | Nintendo’s policy treats damaged, defective or incorrect products differently for shipping refunds and service |
| A Switch fails after the retailer’s return period | Open a Nintendo support service request | Nintendo’s one-year manufacturer warranty is the relevant route when its conditions are met |
| You purchased an EB Games replacement plan and the console has an electronic breakdown | Visit any EB Games location with proof of purchase and original contents | The plan provides a one-time exchange during its coverage period, subject to eligibility |
| The console has visible physical damage | Contact Nintendo or an authorized service centre and describe the damage | Physical damage is excluded from Nintendo’s standard warranty, although service may still be available |
Step-by-step checklist before returning or claiming warranty
1. Identify the seller and transaction type
- Check whether the purchase was made through Nintendo’s Canadian Store, at an EB Games location or through EB Games online.
- Record the purchase date and, for an online order, the delivery date.
- Locate the receipt, order confirmation or packing slip before contacting support or visiting a store.
2. Preserve the product exactly as received
- Stop using the console if continued use could worsen a fault.
- Gather the console, Joy-Con controllers, dock, power adapter, HDMI cable, manuals, inserts and every other included item.
- Keep the original box and protective packaging. Do not discard them during the return or warranty period.
- Photograph the serial-number label and the package condition if the product arrived damaged.
3. Choose the correct route
- For an unopened change-of-mind return, contact the seller before the applicable deadline.
- For an EB Games defect during its initial period, take the complete set to a store with proof of purchase.
- For a post-window Nintendo hardware failure, contact Nintendo Support and arrange the service request before shipping.
- For a replacement-plan claim, take the eligible item, proof of purchase and original contents to an EB Games location.
4. Record what you hand over
- Write down the console serial number and list the accessories in the package.
- Keep shipping tracking, store paperwork, case numbers and email confirmations.
- Do not erase or alter records until the refund, exchange or service outcome is confirmed.
Common mistakes and how to avoid them
Opening the box before deciding
Both retailers restrict ordinary change-of-mind returns to unused, unopened or sealed products. If you are uncertain about the model, colour or bundle, inspect the order details before breaking the seal.
Mailing an EB Games store purchase
Store purchases must go back to a store; they cannot be mailed to the online returns centre. Take the receipt and the complete item to a local location instead.
Taking an online order to EB Games without the packing slip
EB Games’ online policy identifies the packing slip as the document to bring when returning an online order to a local store. Keep it with the product until the case is finished.
Assuming the retailer’s warranty replaces Nintendo’s
EB Games’ vendor page gives typical limited periods, but the manufacturer’s documentation controls the exact warranty terms and exclusions. For Nintendo hardware, verify the claim with Nintendo Support and provide authorized-retailer proof of purchase.
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- One player can use a Joy-Con in each hand
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- Slip a set of Joy-Con into a Joy-Con grip accessory, mirroring a more traditional controller. Or, select an optional Nintendo Switch Pro Controller.
Sending a Nintendo product without a service request
Nintendo asks customers to arrange a service request before sending a product. Shipping first can create avoidable delays or send the unit to the wrong destination.
Leaving accessories behind
Retail exchanges and replacement-plan claims can require the original contents. Missing a dock, cable, controller or manual may prevent an immediate exchange or require additional verification.
Confusing electronic failure with physical damage
Nintendo’s standard warranty excludes physical damage. State whether the problem is an electronic malfunction, accidental impact, liquid exposure or another condition so support can direct you to the correct service option.
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How policy timing and product type affect the result
These rules are current policy statements, not a guarantee that every Switch transaction is identical. Bundles, clearance items, used products, digital codes and special editions can have separate terms. An item bought in one channel cannot automatically be returned through another channel simply because the brands sell similar products.
Before travelling to a store or shipping a console, read the live policy for the exact product and transaction. Confirm whether the item is new or used, whether it was part of a bundle, whether the packaging is sealed, and whether the date falls inside the relevant return, exchange, warranty or replacement-plan period.
Bottom line for Canadian Switch buyers
Choose Nintendo Store when its longer post-delivery return period matters and you are comfortable using Nintendo’s support and shipping process. Choose EB Games when an in-person purchase and possible local exchange are more important, while remembering that ordinary returns require a sealed product and that the retailer’s initial exchange period is shorter. For either route, preserve the receipt, serial number and complete packaging; those records determine how smoothly a return, defect exchange or Nintendo warranty claim proceeds.
Quick Recap
Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
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