How can we help you?

We are currently seeing a high volume of customer orders being placed, this is introducing a slight delay with the order appearing on our systems.

If you've placed an order; but wondering why you can't see it in your account yet (or haven't had your confirmation email) - please don't worry, It'll just take a bit longer for your order to appear. It could take a couple of hours. 

Please also note, our Customer Service team will also not be able to see/check your order in the first couple of hours due to the same delay.

If you have a login to the website; we'd recommend you allow a couple of hours and after then you will be able to see your orders in your order history.

In August 2024 our website was upgraded. This means there are some changes to what you can see in My Account. 

Orders placed from the 20th August 2024 will be shown in your Order History where you will see what was ordered, and you will also be able to track each order. 

For orders placed prior on or before 19th August 2024, these were processed on our old website and those orders will not yet appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the courier.

1 - Check your estimated delivery date

You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods – Why is my order late?

2 – My order is shipped, but I haven’t had it yet

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this-

• In your Order History in My Account by clicking Track Your Order.
• In your emails we send to you confirming your order is shipped.

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this:

• In your emails we send to you confirming your order is shipped.
• In your order history, in My Account by clicking Track Your Order

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

If you selected Click and Collect we'll let you know your order is ready for collection by sending you a 'Collection ready' email once your order has arrived at your chosen store.

Please note If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as-

• During busy periods - when a sudden high volume of products needs to be shipped.
• Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
• Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.

If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

Please note: If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address.

If you order from us from outside the EU, there might be import duties and taxes to pay to get your parcel. These charges are usually levied when the order reaches the delivery address and you will be responsible for the payment of those.

We have no control over these charges and can't predict their amount. For further information please contact your local customs office before placing your order.

Our delivery partners will attempt to deliver your order three times. 

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us. 

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it. 

If you require the items, we would ask you to place a new order.

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Service as we'll be happy to help you.

Click and Collect is available for most orders but not for all, and this can be for a number of reasons;

• the item ordered is a pre-order item
• one of the selected items is not eligible
• the size or volume of the item is too large

Please select another delivery option for your order.  

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

For most deliveries the carrier will give you advanced notice by sending you email or text messages, keeping you updated as your parcel makes it's way to you. This also includes sending you an estimated delivery timeslot in many cases so you can arrange for someone to be home.

When delivering any of our standard items, if you're not in the courier will usually attempt to leave the parcel with a neighbour or in a secure location and they'll let you know (by email or leaving a card through your post box). 

If there is nowhere safe to leave your parcel, they'll let you know they've attempted delivery & will try again, usually on the next day.

If your order is for heavy or large items (think large furniture or appliances) the courier will send you a message in advance to schedule the delivery.

To enquire about cancelling your pre-order, please contact our Customer Service team.

It is not possible to amend or make changes to a preorder. This includes changing details such as the payment or delivery information. 

Preorders will be processed using the details you provided previously.

If your order details are no longer accurate, we would recommend you cancel the preorder and place a new order where possible using your updated details.

Here are the steps to apply your promotional code or discount code to your order.

1. Add your item(s) for the discount to your bag.
2. Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
3. Continue through the checkout process until you reach the payment page.
4. Under the list of payment options you will see an option to "Apply Promotional/Discount Code":

Select this option, input your code and then select "Apply.”

If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”

Please note that terms and conditions apply to all of our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

We accept most well known payment methods:

• Apple Pay
• Gift Cards
• Maestro
• Mastercard
• PayPal
• VISA
• VISA Debit
• Frasers+

The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.

There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.

If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.

If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.

You can't buy gift cards using gift cards as a payment option.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

• The error message you are seeing
• A description of the problem
• What payment method you are trying to use
• What the products are you’re trying to purchase
• What internet browser you are using or if you are using our app
• Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.

If you are using PayPal, please contact them directly.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Yes, Gift cards and eVouchers can be used in UK branches of our stores as well as online, but only for the retailer where your gift card or eVoucher was purchased unless otherwise stated. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.

You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.

Here are some further terms and conditions around our gift cards;

• Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards cannot be used to buy further gift cards.
• Gift cards cannot be used by customers outside of the United Kingdom.

Yes, credit notes can be used in UK branches of our stores as well as online, but only for the retailer where your credit note was issued.

You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.

Here are some further terms and conditions around our credit notes;

• Credit notes may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
• Credit notes should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
• Credit notes are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Credit notes cannot be used to buy further gift cards.

I need to cancel my order

Once you've placed your order, it immediately begins processing through the system so that we can get it to you as fast as possible.

Depending on the status of your order, we may be able to cancel it for you. Please contact Customer Service so we can check this further for you.

If your order has already been shipped or started going through our automated fulfilment process, we will not be able to cancel it for you. Please refer to our returns policy for details on how to return your order once received.

I need to change the address

We cannot change your delivery address once your order is placed. If you're concerned about being unavailable, some delivery partners may leave your parcel with a neighbour or in a safe location. Use the ‘Click to track order’ button in your ‘Order shipped’ email to check if these options are available.

If you can no longer access the address you chose, please contact Customer Service and we will ask our delivery partner to return your order back to us for a full refund. Please note, if this is possible, it can take up to 14 days. If you still want your order, you will need to place it again as we can only ship to the address entered at checkout.

I need to change my order

Once an order has been submitted, we cannot make any changes to it, this includes:

• Adding or removing items
• Changing colours or sizes
• Changing the delivery options
• Applying promotional discounts
• Changing the email address entered for this order

Select the items you wish to purchase and proceed to the checkout as normal.  

When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions. 

If you wish to apply another voucher to the same order please follow the above steps again.

eVoucher

If you are using an eVoucher the code and pin can be found in the grey box in the email received. It will looks something like this:

If you are using a Contactless Gift Card from a 3rd party retailer, these work like a bank/credit card. If you are struggling to use this please check: Apply Gift Card, eVoucher or Credit Note.

Gift Card

If you are using a Gift card purchased in store then the code and pin can be found on the back of your gift card under the bar code. To reveal the pin number you will need to scratch off the silver box.

Store Credit Note

If you have previously returned an item to store and received a credit note these can only be used online if there is a 4 digit pin included on your credit note. This can be located on the credit note supplied with your refund receipt by the store.

To view your balance on a Gift card or eVoucher you will need to add your items to the basket first and then once you've selected your delivery option you will be taken to the payment section. 

You will be presented with all the payment options available for your order. Select ‘Use Gift Card or eVoucher’ and enter your eVoucher/credit note code and pin number and then select ‘Check remaining balance’, you will then be able to see your balance.

If you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:

• Gift cards and eVouchers are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
• Gift cards and eVouchers cannot be used by customers outside of the United Kingdom.
• The website crashing on a previous checkout attempt.
• If you were paying for part of the order with a different payment method (such as a credit or debit card) and then encountered an issue at your banks side relating to that payment attempt.

Sadly this means the Gift card/eVoucher will be temporarily frozen, please allow 48 hours for it to reset and then try again. Please note: Our customer service team are unable to speed this along.

We don't directly offer these services, but sometimes they are available via third party companies such as Unidays or Blue Light. We would recommend you search for us directly on those platforms for further clarity and support as these codes are managed externally, and their terms and conditions can be found on the respective discount provider’s website.

For any issues related to third-party discount codes, we recommend reaching out directly to the discount provider for further support. To ensure you have the most accurate information, we also suggest searching for our offers directly on these platforms.

We're aware there are delays with some customer orders not yet showing on our returns portal. The error may look similar to this:

If your order was shipped in the last few days and you’re seeing this error – we would recommend you check back in a couple of days and try again. Your order will appear, it’s just taking a few days longer than normal.

Our Customer Service teams are also impacted by the same delay so are also unable to schedule a return which is experiencing this problem.

Please be assured our technical teams are working on fixing this issue. Sorry for any inconvenience.

We have been aware that some customers may have received an email incorrectly advising them that their pre-order has been cancelled. 

This email was sent on 5th September 2024. 

Please be advised that this is not the case, and your order will processed as normal nearer the release date. 

We'll keep you updated by email once your order has been processed and is on the way to you. 

We apologise for any inconvenience caused.

If the item you received differs to what you ordered or expected

For orders placed online - Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received, and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code so we can better help you.

Please note that some items may be received in a slightly different colour or style to what is pictured online. These products will mention this on the product description, so we would recommend you check this before contacting to avoid disappointment.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

If you've identified a fault with an item you ordered:

For orders placed online - please contact our Customer Service team with full details of the item and fault and we will investigate this for you.

When contacting us, please also provide clear images showing the fault so we can better help you.

Please note, all products will be inspected when returned and during cases where the item has been damaged, or caused by wear and tear, the products will be returned to you.

For orders bought in stores - please visit the store with the product and proof of purchase so they can try to help you.

We’re sorry there’s items missing in your order.

Before contacting our Customer Service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing. 

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not  have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days. 

The time might depend on your banks processes. 

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

If your item has not arrived in a complete condition:

For orders placed online - Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

For orders bought in stores - Please visit the store with the product and proof of purchase so they can try to help you.

Your estimated delivery date can be found on your Email 'Order Confirmation'. Sometimes the stock due date can change, please see the item product description on our website to check the latest pre-order date. 

Once your order has been dispatched you will be sent an 'Order Shipped' email to let you know your order is on the way.

VAT invoices are sent to you when your order has been processed, this will be an attachment on your 'Order Processed' email.

If you haven't received this email, please check your junk folder.

How do I view my previous invoices online?

If you placed your order whilst logged in to your online account, all your orders will be saved in your 'Order history summary'. If your order is older than 6 months, please press 'Complete History' to view these orders. 

If you placed your order on our old website pre-September 2024, you may not be able to view these invoices, in which case please contact Customer Service.

We keep our website as up to date as possible with our latest stock. If you can’t find the item you’re looking for we encourage you to check back on the website at a later date.

Our stores also sell a wide range of stock which will vary by store. Please pop in to your local store to see what we have available.

Unfortunately, our Customer Service team are unable to see stock availability for individual stores.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, you will see the following message:

You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.

If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.

Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. Please pop in to your local store to see what we have available.

Unfortunately, our Customer Service team are unable to see stock availability for individual stores.

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

Our store stock and pricing is managed independently from online stock and pricing.

This means that a sale might apply exclusively online to certain products, or the store might have a clearance sale that does not apply online.

As a result, you will occasionally see different pricing in store if comparing to online.

Online and stores are governed by separate Terms and Conditions and as such, we do not offer price matching or negotiate item prices.

You may be looking at a promotion price that has since expired.

For online orders, we may occasionally adjust the pricing of items for short term promotions such as daily deals. Such pricing is only available for a brief period of time. To understand when the promotion ends, you can usually see this in the promotion banner on our website or on any promotional emails that you may have received..

Additionally, please note that some products feature different pricing per size / colour / style etc.

Please be aware that we cannot retrospectively change or negotiate the pricing of items within your order. We will also not be able to honour promotions that have since expired.

We make every effort to keep your shopping experience as easy and accurate as possible for you, but if you do experience a problem with item pricing from how a price is displayed on the website compared to what you are seeing during checkout. Please contact us so we can investigate this further.

For store orders, Our store stock and pricing is managed independently from online stock and pricing. As a result, you will occasionally see different pricing in store if comparing to online. Online and stores are governed by separate Terms and Conditions and as such, we do not offer price matching or negotiate item prices.

You have 28 days to return your item	You pay from £4.99 per return	Once returned, allow 14 days to be refunded

Returning an item shipped by a Brand Partner?  Please visit our Brand Partner Returns article as different instructions for return may be required. Items shipped by a Brand Partner will look like this on your emails:

https://game.returns.international/pro 

How to return an online order

1	Securely repack your items so they are safe for shipping. Items must have not been used, worn, or washed & must be in a resalable condition, in their original packaging with all tags attached.
2	Press the 'START A RETURN' button & login to the returns portal with your order number and email address.
3	Follow the steps on the returns portal to schedule your return and generate your returns label. This will also provide instructions on what to do next.
4	Return your parcel & allow 14 days for your return to be processed. We'll automatically keep you updated via email.

Other important information related to returns

• If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
  
  
• For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.
  
  
• Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.
  
  
• Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.
  
  
• All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.
  
  
• Personalised items will not be accepted unless the text is incorrect, or the item is faulty.
  
  
• Underwear, swimwear, and pierced jewellery cannot be returned for hygiene reasons.
  
  
• Items with deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned. 

You have 28 days to return your item	You will need to pay for the returns postage	Once returned, allow 14 days to be refunded

Items shipped by a Brand Partner will look like this on your emails:

What is a Brand Partner?

Some items sold on our website are shipped directly from one of our Brand Partners. In case of returns, it's important you send Brand Partner items to the correct address, so that they can be checked and refunded for you.

How to return a Brand Partner order

1	Identify the name of the Brand Partner by checking your emails to identify who shipped that item (if it doesn’t name a brand partner alongside the product, it was likely shipped directly from us)
2	Find your specific Brand Partner from the list below. This will give you an overview of how returns work, for that supplier.
3	Follow the instructions to arrange your return where this is possible.

Other important information related to returns 

• If there is an issue or imperfection with the item received, please contact the Customer Service team for help, providing full and clear details of the issue.
  
  
• For items that do not fit, or other 'change of mind' scenarios, you will need to cover the return cost. Our Customer Service team will not be able to offer a free return service for you.
  
  
• Orders placed online cannot be returned to stores. This also applies to orders where you chose a 'click and collect' delivery option.
  
  
• Returns are processed on a per-order basis, so if you are trying to return multiple orders, please return them separately to avoid issues or delays with processing.
  
  
• All returns are inspected upon receipt. Our team can reject and return a product if it is identified that the product has been abused.
  
  
• Personalised items will not be accepted unless the text is incorrect, or the item is faulty.
  
  
• Underwear, swimwear, and pierced jewellery cannot be returned for hygiene reasons.
  
  
• Items with deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned. 

Select a Brand Partner:

 Character World 

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Character World Brands,
Unit 1 Oak Green,
Stanley Green Business Estate,
Cheadle, SK8 6QL

 Digitek Trading  

Important Information
Please ensure to complete and include the returns form in your parcel

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Digitek Trading Ltd,
S001 Returns,
Unit 3 Rinus Business Park,
Darwen,
Lancashire, BB3 2QX

 IGSM

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
1 Dewar Court,
Astmoor,
Runcorn, WA7 1PT

 Luceco  

Important Information
Items must be re-packed in the original packaging

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Luceco UK Ltd,
Stafford Park 1,
Telford,
Shropshire, TF3 3BD

 Meroncourt 

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Meron Court Europe,
Unit 2A,
Portland Industrial Estate,
Arlesey,
Bedfordshire, SG15 6SG

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken,  or any items that have been inseparably mixed after delivery.

GAME Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Customer Services team.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

When does the GAME returns policy apply Online? 
We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:

• The product is returned within 28 days of delivery;
• You have a valid proof of purchase (which can include any of the following documents):
  1. Online Dispatch note.
  2. Reward card record.
• The product is returned in its original condition (unopened and unused). Please note hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
• The product is in its original packaging and is sealed;
• If you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
• The product and/or digital content has not become mixed inseparably with other items after their purchase;
• The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
• The product is re-sellable;
• If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
• The customer is the original purchaser of the product;
• In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
• All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).

When does the GAME returns policy apply In-store? 
We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:

• The product is returned within 28 days of purchase;
• You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
  1. Receipt.
  2. Reward card record.
  3. Bank statement or credit card statement.
• The product is returned in its original condition (unopened and unused). 
• If you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
• The product and/or digital content has not become mixed inseparably with other items after their purchase;
• The product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware and games product) can only be returned if all items in the combined product are returned together;
• The product is re-sellable;
• Products bought in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable exchange value or credit note value will be adjusted accordingly. This includes digital and download copies of games and movies;
• If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
• The customer is the original purchaser of the product;
• In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
• All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).

GAME Gift Cards.
You cannot rely on the GAME returns policy for a refund or exchange of gift cards. This will not affect your statutory rights (for example in the event the gift card is faulty).

The GAME returns policy will not effect your legal rights. 
Please note that for the purposes of orders placed online, over the telephone, via email or mail order, our return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights 

How to return your product under the GAME returns policy? 
Items purchased in store must be returned to a store.
Items purchased online must be posted back to us by using our returns portal for orders placed on or after 20th August 2024, otherwise for any orders placed before this date to the address below.
Please remember to obtain Proof of postage from the Post Office.
For specialist items, please contact Customer Services before returning your item.

Returns Department - Game Retail Limited
Unity House, Telford Road
Basingstoke
Hampshire
RG21 6YJ

Please complete a covering letter which states the following:

1. Your order number
2. Reason for return
3. Whether you would like a refund or exchange

Please note;

No orders can be accepted by hand at the GAME Head Office all orders must be posted back.

Collection of personal data for fraud prevention. 
When returning your product to a store we require certain personal information in order to process your return in accordance with the GAME returns policy. All information is collected and processed in accordance with our Privacy Policy.

Who will pay the costs of return? We will pay the costs of return:

• If the products, and/or digital content are faulty or misdescribed; or
• If you are ending the contract because we have told you of an upcoming change to the products, and/or digital content or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
• In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

How we will refund your Online purchase.
We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below. Please note that payments made using a physical gift card at GAME.co.uk will be refunded as an eVoucher, which will be emailed to you. This is for Online purchases only.

Deductions from refunds from Online purchases if you are relying on our GAME returns policy:

• We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
• We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
• We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer.
• If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
• The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
• For oversized items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded.

When will your refund for an Online purchase be made? 
Your refund will be made

• Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)

The 14 day right to change your mind, under the Consumer Contracts Regulations 2013, only applies to products purchased online.

How long do I have to change my mind?
How long you have depends on what you have ordered and how it is delivered.

Have you bought digital content for download?
If so, you have 14 calendar days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we deliver the digital content to you immediately, and you agree to this when ordering, you will not have a right to change your mind.

Have you bought products online? 
If so you have 14 calendar days after the day you (or someone you nominate) receives the products, unless Your products are split into several deliveries over different days. In this case, you have until 14 calendar days after the day you (or someone you nominate) receives the last delivery to change your mind about the products. Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

When you don't have the right to change your mind.
You do not have a right to change your mind in respect of:

• Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
• digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
  1. you have a valid proof of purchase and the receipt displaying the code; and
  2. the code has not been redeemed via Xbox Live)
• sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
• any products and/or digital content which become mixed inseparably with other items after their delivery.
• Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;

How to tell us you want to cancel. 
If you are exercising your 14 day right to change your mind, tell us you want to end the contract by doing one of the following:

• Email. Notifying us by email via the Contact Us section to inform us that you wish to cancel your order. Please provide your name, home address, details of the order and, where available, your phone number and email address.
• Online. Complete the cancellation form, and attach it to your query to Customer Services.

Returning the products.
If you end the contract where you are exercising your 14 day right to cancel, you must post them back within 14 days of telling us you wish to end the contract, by using our returns portal if you placed your order on or after 20th August 2024, otherwise please use the address below;
Please remember to obtain Proof of postage from the Post Office.

Returns Department
Game Retail Limited
Unity House
Telford Road
Basingstoke
Hampshire
RG21 6YJ

You will need to include a cover note with the following information:

1. Your order number
2. Reason for return
3. Whether you would like a refund or exchange

Note: Please do not return any original shipping paperwork with your return order. 

Who pays the cost of return. 
Where you are exercising your right to change your mind, you must pay the costs of return.

How we will refund you.
We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below. Please note that payments made using a physical gift card at GAME.co.uk will be refunded as an eVoucher, which will be emailed to you.

Deductions from refunds.
If you are exercising your right to change your mind:

• We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
• We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
• We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer. 
• If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
• Any collection costs we incur as a result of scheduling a courier pick up on your behalf.
• The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

When your refund will be made.
We will make any refunds due to you as soon as possible.
If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.

In the event you change your mind, you can return an online item for a full refund only.
We cannot exchange goods purchased online.

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

All returns are inspected once received, this includes if you believe one of your items may have a manufacturing fault.

When returning a store purchase to store, a staff member will assess the item to determine whether the issue is a manufacturing defect or the result of normal wear and tear.

If the staff conclude that the fault is due to wear & tear, and you wish to challenge this further, you would need to arrange for the item to be inspected by a reputable third party. Upon providing a headed letter or email from the third party confirming a manufacturing fault, you can return to the store for further support.

If you no longer have your receipt or credit note for any reason, the store team may be able to reissue it for you.

To check this, you will need to:- 

1. Return to the store where you originally purchased the item within 6 months of the purchase date.
2. Show the cashier your bank statement with the transaction on (amount, date & time).

If it is over 6 months, or you do not have proof of the payment details, sadly we will not be able to help you further.

Stores are only able to accept and process returns for items that were bought from stores.

For returning items ordered online, you will need to arrange to send them to the appropriate returns address.

Please note: additional policies apply.

For orders placed online - We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

If your order was paid part or in full by a gift card or eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods you used when placing that order.

For orders bought in stores - If you're returning an unwanted item within 28 days for a refund, this will be refunded as a credit note to spend in store (pending inspection). This does not infringe upon your statutory rights. The policy is signposted in stores and on your purchase receipt.

We try and process all returns as quickly as possible for you to get your refund. If you arranged your return on our returns portal you should receive a ‘Your return has been received’ email within a week of having returned the item but it takes longer sometimes.

Please allow up to 14 days for your items to be inspected and any refunds to be issued. You'll usually be able track the progress of your return, if you have tracking details from the carrier.

You will be sent an ‘Order cancelled’ email once the refund has been processed, this can take between 2-5 working days to show in your account. Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card or a eVoucher, the refund will be issued as a gift card or eVoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used. If you haven't received your eVoucher please check your junk folder for an 'Order refunded' email.

Please allow 7 days for the refund to appear in your bank account.

We have different terms and policies for shopping in store compared to shopping online.

Unwanted items can be returned to the store within 28 days of purchase for an exchange or a refund issued as a credit note (pending inspection).

As stated under consumer law, a credit note does not infringe upon your statutory rights.

This policy is signposted in stores and on your purchase receipt.

Devices we sell are graded according to their cosmetic condition and whether any additional accessories are included.

• Grade A - "Nearly New"
  • Item is in brand new/unused condition
  • Original box and packaging in excellent condition (including all accessories and instructions)
  • Please note: The plastic seal will not be present as this will need to be removed for testing purposes.
• Grade B - "Good"
  • Item is in a good general condition, nothing more than slight cosmetic marks or scratches.
• Grace C - "Reasonable"
  • Item is in a reasonable condition, with some cosmetic marks or scratches.

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

GAME REWARD and GAME ELITE shall be closing on 31 July 2024

As of 31 July 2024 (“Closure Date”) the GAME ‘Reward’ Programme (“GAME Reward”) and the GAME Elite Membership Scheme (“GAME Elite”) shall come to an end, after which GAME Reward customers and GAME Elite Members (“Elite Members”) will no longer be able to earn GAME Reward points on purchases made in GAME stores or online at game.co.uk or redeem any GAME Reward or GAME Elite points (please see the GAME Reward and Elite closure FAQs here for further information) remaining on your GAME Reward account.

YOU WILL STILL BE ENTITLED TO RECEIVE GAME REWARD POINTS AS PER THE TERMS AND CONDITIONS ON ELIGIBLE PURCHASES IN GAME STORE AND ONLINE AT GAME.CO.UK BUT ONLY UNTIL 23.59 ON 15 JULY 2024. AFTER WHICH DATE PURCHASES WILL NOT EARN YOU ANY GAME REWARD POINTS BUT YOU CAN REDEEM ANY GAME REWARD POINTS UNTIL THE CLOSURE DATE.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

AFTER THE CLOSURE DATE THE GAME REWARD POINTS WILL BE RESET TO ZERO AND THE GAME REWARD ACCOUNT WILL BE CLOSED, YOU WILL NO LONGER BE ABLE TO ACCESS IT AND YOU WILL NO LONGER BE ABLE TO REDEEM YOUR GAME REWARD POINTS.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Reward close?

GAME Reward, the loyalty scheme which enables GAME customers to earn points on purchases made in GAME stores or at www.game.co.uk will officially end at 23:59 on on Wednesday 31 July 2024.

Can I still earn GAME Reward points prior to the Closure Date?

Prior to the Closure Date any GAME Reward points earnt shall remain in your GAME Reward account.

You will still be entitled to receive GAME Reward points as per the terms and conditions on eligible purchases in GAME store and online at www.game.co.uk but only until 23.59 on 15 July 2024 after which date purchases will not earn you any GAME Reward points.

All GAME Reward members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online. 

The email will be sent to the email address provided in your GAME Reward account. 

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

Yes, at any point prior to the Closure Date you will be entitled to redeem GAME Reward points remaining on your GAME Reward account (with a minimum redemption amount required of 400 GAME Reward points) in GAME stores or online at www.game.co.uk in accordance with the terms and conditions.  

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following 23:59 on 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed. You will no longer be able to access it and you will no longer be able to redeem your GAME Reward points. 

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions  GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis.  Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

What do I do with my GAME Reward card?

They can be destroyed as they will no longer be in use. 

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date where you have used GAME Reward points in whole or in part in order to purchase the product will not be affected by the closure of GAME Reward. You will still receive your order.

What will happen if I wish to return or obtain a refund or exchange a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy. For enquiries in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

GAME shall provide customers that are entitled to a refund an e-voucher to the value of the GAME Reward points they have used to purchase or part purchase the product being refunded. The e-voucher shall be sent to the email address provided when you registered for a GAME account. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

If you purchased the product in-store:

GAME shall provide customers that are entitled to a refund a physical gift card to the value of the GAME Reward points they have used to purchase or part purchase the product. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

What will GAME do with my personal data ?

Although GAME Reward is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

Yes, at any point prior to the Closure Date you will be entitled to redeem GAME Reward points remaining on your GAME Reward account (with a minimum redemption amount required of 400 GAME Reward points) in GAME stores or online at www.game.co.uk in accordance with the terms and conditions.

You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed,  and you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis.  Exclusions as set out at the terms and conditions shall apply.

HOW DO I CHECK THAT I AM AN ACTIVE ELITE MEMBER?

To check the status of your Elite membership login here and select 'Home' from the top navigation. This will display details of your membership start and end date, and the current status.

WHERE CAN I SEE THE POINTS EARNED FROM MY ELITE MEMBERSHIP? 

Elite members can view any Elite points earned by logging in here and selecting benefits from the top menu. This page displays the additional points earned from a membership above the base level of points available to a standard Reward customer.

Expecting to see something but are not? Read more on which products are eligible to receive points here.

WHY DO MY EXTRA POINTS NOT DISPLAY ON MY RECEIPT? 

Points are always awarded within 48 hours of the purchase so that you can use them next time you come into the store or shop online.

You can always login to membership.game.co.uk to see all the points and benefits you have earned as a Game Elite Member and they will display within 48 hours. You will see your full credit balance also if you have the GAME app (no breakdown/transaction info).

WHEN WILL I RECEIVE MY BIRTHDAY GIFT?

You will receive your birthday treat on or around the time of your birthday, (as long as you provide your date of birth when setting up your Game Reward Account!)

WHEN DO I GET MY POINTS FOR A PRE-ORDER?

Both Reward and Elite customers will earn points on the full value paid for the pre-order 24h after receiving the pre-ordered product (this is for the full price paid for the pre-ordered product)

CAN I GET EXTRA POINTS ON STUFF I BOUGHT BEFORE I JOINED

When you redeem your GAME Elite membership code, we credit your account with the points on your purchases for the last 5 days. This means you won’t lose any points on recent purchases, as long as you activate right away!

ARE THERE ANY BENEFITS IN THE GAME APP TO HAVING A GAME ELITE MEMBERSHIP?

Yes. Download the GAME mobile app to claim your discounts in store, enter prize draws, view offers and see exclusive content and Elite benefits!

ARE THE SAVINGS INSTANT FOR GAME ELITE?

The extra points are awarded within 48 hours so that you can use them next time you come into the store or shop online.

Exclusive discounts to products and services are applied immediately.

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED FROM MY ONLINE PURCHASE?

Always make sure you are logged in to your account before you make a purchase online. You have to log in to make sure you don’t miss out on points!

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED IN STORE?

When you are at the till make sure that you scan your reward card with every purchase. This can either be the physical reward card or by logging into the mobile app and presenting the QR code. This will mean you can take advantage of all the exclusive offers and deals!

HOW DO I CHANGE MY ACCOUNT DETAILS ON MY GAME ELITE?

If you want to change the account details from which your direct debit is paid, you must do this via the Membership portal at membership.game.co.uk at least 14 days’ notice prior to your next payment date.

HOW MUCH NOTICE DO I HAVE TO KEEP TO CANCEL MY DIRECT DEBIT

You must give us notice to cancel at least 5 working days before the due date of your next payment, in which case your Membership will end at the end of the current month. If you give us less than 5 working days’ notice, your next payment will be taken and your Membership will not end until the following month

HOW DO I CANCEL MY DIRECT DEBIT

Login to the membership portal at membership.game.co.uk and select the cancel option.

GAME REWARD and GAME ELITE shall be closing on 31 July 2024

As of 31 July 2024 (“Closure Date”) the GAME ‘Reward’ Programme (“GAME Reward”) and the GAME Elite Membership Scheme (“GAME Elite”) shall come to an end, after which GAME Reward customers and GAME Elite Members (“Elite Members”) will no longer be able to earn GAME Reward points on purchases made in GAME stores or online at game.co.uk or redeem any GAME Reward or GAME Elite points (please see the GAME Reward and Elite closure FAQs here for further information) remaining on your GAME Reward account.

YOU WILL STILL BE ENTITLED TO RECEIVE GAME REWARD POINTS AS PER THE TERMS AND CONDITIONS ON ELIGIBLE PURCHASES IN GAME STORE AND ONLINE AT GAME.CO.UK BUT ONLY UNTIL 23.59 ON 15 JULY 2024. AFTER WHICH DATE PURCHASES WILL NOT EARN YOU ANY GAME REWARD POINTS BUT YOU CAN REDEEM ANY GAME REWARD POINTS UNTIL THE CLOSURE DATE.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

AFTER THE CLOSURE DATE THE GAME REWARD POINTS WILL BE RESET TO ZERO AND THE GAME REWARD ACCOUNT WILL BE CLOSED, YOU WILL NO LONGER BE ABLE TO ACCESS IT AND YOU WILL NO LONGER BE ABLE TO REDEEM YOUR GAME REWARD POINTS.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Elite close? 

GAME Elite, the premium loyalty scheme which enables GAME customers to earn extra GAME Reward points on purchases in GAME stores or at www.game.co.uk as well as be eligible for special monthly offers and entry into prize draws and promotions will officially end at 23:59 on Wednesday 31 July 2024.

If I pay for my Membership monthly, when will my Membership end?

If you purchased your GAME Elite Membership (“Membership”) on a monthly basis we will request that our provider cancel direct debit payments from 3 June 2024 so you may or may not have a direct debit payment taken in the month of June 2024 (as it can take our provider up to 14 days in which to action the cancellation request) but from the month of July 2024 and onwards no further payments will be taken and your direct debits will be cancelled. 

Your Membership will expire on the day your next monthly direct debit payment would have been taken out. If a payment is taken in June because your direct debit has not been cancelled before the June payment date as it can take our direct debit provider up to 14 days in which to action the cancellation request, your Membership will expire on the earlier date of either (i) the date your direct debit payment in July 2024 would have been taken out or (ii) 23.59 on 15 July 2024. 

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024. 

If I pay for my Membership on a fixed period of 12 months when will my Membership end?

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.  

If I pay for my Membership on a fixed period of 12 months and it has not expired prior to the Closure Date will I get a pro rata refund on the months I have paid for but will not received the service?

We will be in contact with you shortly on the process of how we will refund Members that have paid for their Membership on a fixed period of 12 months and are entitled to a pro rata refund of the months paid but will not receive the service for as GAME Elite is closing. Please check the GAME App and website for further details.  

Can I still earn extra GAME Reward points being a Member prior to the Closure Date?                                           

Prior to the Closure Date any extra GAME Reward points earnt and accumulated through being an Elite Member shall remain in your GAME Reward account.

All Elite Members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online and also the GAME Reward points awarded in accordance with the value guarantee policy as set out at Clause 5 of the GAME Elite Terms and Conditions.

More details are set out below in ‘What will happen with Value Guarantee?’

The email will be sent to the email address provided in your GAME Reward account. You can view your always view your current balance on your GAME Reward account online at www.mygame.game.co.uk or via the GAME App.

What will happen with my GAME Reward points if I have purchased my Membership on a monthly basis?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk  until the earlier date of either (i) until the date your direct debit payment in July 2024 would have been taken out (unless your direct debit was cancelled in June 2024 in which case the date the direct debit was meant to be taken e.g. if your direct debit payment was scheduled to be taken on 13 June 2024 and it was cancelled prior to this date, then your Membership will end on 12 June 2024 at 23:59 and no further direct debit payments will be taken.) or (ii) 23.59 on 15 July 2024. After which date purchases will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

What will happen with my GAME Reward points if I have purchased my Membership on a fixed period of 12 months?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk until the earlier date of either (i) the date on which the Membership automatically expires or; (ii) 23.59 on 15 July 2024. After which date purchases in GAME store and online will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

Yes, at any point prior to the Closure Date you will be entitled to redeem GAME Reward points remaining on your GAME Reward account (with a minimum redemption amount required of 400 GAME Reward points) in GAME stores or online at www.game.co.uk in accordance with the terms and conditions .

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024. 

Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed, you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points. 

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions - GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis.  Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date using GAME Reward points in whole or in part will not be affected. You will still receive your order. 

What will happen with my GAME Elite benefits?

As an Elite Member will still be eligible to the GAME monthly product offers to receive additional GAME Reward points as well as the birthday bonus GAME Reward points up to and including the 15 July 2024. 

What will happen with Value Guarantee?

Any Elite Members that have held a Membership for 12 consecutive months (either by paying monthly or for a fixed period of 12 consecutive months) will receive a pro-rated number of GAME Reward points based on how long they have held the Membership for. You will receive a final balance of additional GAME Reward points that you have been awarded through Value Guarantee in a separate email.

If you have paid for your Membership for a fixed period of 12 consecutive months:

Example: If you have paid £36.00 for your Membership for 12 months but only used your Membership for a period of 5 months prior to the Membership ending, you would have paid a pro-rated amount of £15.00 for your Membership. If during these 5 months you only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £8.00 worth of GAME Reward points into your GAME Reward account.

If you have paid for your Membership monthly by direct debit:

Example: If you have paid for your Membership monthly by direct debit for a period of 3 months from the month after the last Value Guarantee was paid made (if applicable) and prior to the Membership ending, which amounted to £9.00, but you have only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £2.00 worth of GAME Reward points into your GAME Reward account.

The Value Guarantee amount will be calculated from the date of the last Value Guarantee payment for the previous 12 consecutive months if Value Guarantee will apply based on your GAME Reward points accrued in that period (if applicable). 

Will I receive a refund if I purchased a Membership for a fixed period of 12 months?

Any Elite Member who had purchased a fixed term Membership which was to expire following the Closure Date will receive a refund for any remaining months of their Membership they have paid for following the Closure Date . 

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date. 

What will happen if I wish to return or obtain a refund for a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy found here. For enquires in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

GAME shall provide customers that are entitled to a refund an e-voucher to the value of the GAME Reward points they have used to purchase or part purchase the product being refunded. The e-voucher shall be sent to the email address provided when you registered for a GAME account. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

If you purchased the product in-store:

GAME shall provide customers that are entitled to a refund a physical gift card to the value of the GAME Reward points they have used to purchase or part purchase the product. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

What will GAME do with my personal data?

Although GAME Elite is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

If you paid your Membership by direct debit upon closure of GAME Elite our direct debit provider will delete your personal data they have retained in order to process payments.

I pay monthly

If you purchased your GAME Elite Membership (“Membership”) on a monthly basis we will request that our provider cancel direct debit payments from 3 June 2024 so you may or may not have a direct debit payment taken in the month of June 2024 (as it can take our provider up to 14 days in which to action the cancellation request) but from the month of July 2024 and onwards no further payments will be taken and your direct debits will be cancelled. 

Your Membership will expire on the day your next monthly direct debit payment would have been taken out. If a payment is taken in June because your direct debit has not been cancelled before the June payment date as it can take our direct debit provider up to 14 days in which to action the cancellation request, your Membership will expire on the earlier date of either (i) the date your direct debit payment in July 2024 would have been taken out or (ii) 23.59 on 15 July 2024. 

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024. 

I already paid upfront for 12 months

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.                   

Any Elite Member who had purchased a fixed term Membership which was to expire following the Closure Date will receive a refund for any remaining months of their Membership they have paid for following the Closure Date . 

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date. 

Any Elite Members that have held a Membership for 12 consecutive months (either by paying monthly or for a fixed period of 12 consecutive months) will receive a pro-rated number of GAME Reward points based on how long they have held the Membership for. You will receive a final balance of additional GAME Reward points that you have been awarded through Value Guarantee in a separate email.

If you have paid for your Membership for a fixed period of 12 consecutive months:

Example: If you have paid £36.00 for your Membership for 12 months but only used your Membership for a period of 5 months prior to the Membership ending, you would have paid a pro-rated amount of £15.00 for your Membership. If during these 5 months you only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £8.00 worth of GAME Reward points into your GAME Reward account.

If you have paid for your Membership monthly by direct debit:

Example: If you have paid for your Membership monthly by direct debit for a period of 3 months from the month after the last Value Guarantee was paid made (if applicable) and prior to the Membership ending, which amounted to £9.00, but you have only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £2.00 worth of GAME Reward points into your GAME Reward account.

The Value Guarantee amount will be calculated from the date of the last Value Guarantee payment for the previous 12 consecutive months if Value Guarantee will apply based on your GAME Reward points accrued in that period (if applicable). 

GAME WALLET shall be closing at 23.59 on 20 AUGUST 2024

The ability to add funds and gift cards to your GAME Wallet shall be ending at 23:59 on 17 JULY 2024

 As of 23:59 on 20 August 2024 GAME Wallet shall close and customers will no longer be able to use GAME Wallet as a payment method to purchase products in GAME stores or online at game.co.uk.

You will still be able to add GAME gift cards or top-up e-gift cards into your GAME Wallet account however only until 23:59 on 17 July 2024 after which date the ability to add GAME gift cards or top-up e-gift cards through your GAME Wallet account either in GAME stores or online at game.co.uk will be removed from your GAME Wallet online account and on the GAME app.

AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

QUESTION	ANSWER
When will GAME Wallet close?	GAME Wallet shall close at 23:59 on 20 August 2024 (“Closure Date”) after which you will no longer be able to access your GAME Wallet account either online or through the GAME App or spend any remaining credit balance held in your GAME Wallet account.
Am I able to add GAME gift cards or top-up e-gift cards to my GAME Wallet account before the Closure Date?	Prior to 23:59 on 17 July 2024 (“Top-up Closure Date”) you will be able to continue to add GAME gift cards or top-up e-gift cards to your GAME Wallet account online. Following the Top-Up Closure Date, the ability to add GAME gift cards or top-up e-gift cards to your GAME Wallet to your GAME Wallet account will cease.
Am I able to spend the credit held in my GAME Wallet account prior to the Wallet Closure Date?	Yes, you can continue to make purchases using the credit held in your GAME Wallet account either via the GAME app or online at www.game.co.uk, in accordance with the GAME Wallet terms and conditions found here but only until the Closure Date. You cannot use your GAME Wallet to buy products where the value of the transaction exceeds the total value held in your GAME Wallet account. Your GAME Wallet account cannot have a negative balance and no credit will be extended to your GAME Wallet account in any circumstances. GAME Reward points will also continue to be awarded and applied to your GAME Wallet account for purchases online or through the GAME App up in accordance with the GAME Wallet terms and conditions to the 23.59 on 15 July 2024 . Please see the GAME Reward FAQ for further details. AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.
What will happen if I have a remaining credit balance in my GAME Wallet account after the Closure Date?	The balance in your GAME Wallet account cannot be exchanged or refunded for cash in any format before or after the Closure Date. You will not receive a refund of any credit remaining on your GAME Wallet account, via a monetary cashback or by way of gift card. If you do discover you have credit remaining in your GAME Wallet account following the Closure Date, we would advise you to contact GAME customer service.
What will GAME do with my personal data?	Although GAME Wallet is closing we will retain customers personal data in accordance with the GAME privacy policy as customer GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

Not a problem.  If you do not have your proof of purchase, please contact our customer service team for further assistance.

Your Accessory care plan can be cancelled within 45 days of purchase, and you’ll receive a full refund, provided you have not used any services under the plan.

This question depends entirely on the terms of your home insurance. 

Care Plans are repair/replacement service agreements and not insurance. We do NOT cover for loss or theft. In general, home insurance will cover theft and mishap but not mechanical breakdown. Also there is usually an excess charge on a home insurance to any claims made. We do NOT charge any excess on any of the benefits of our plans.

A Care Plan protects your product against mishaps and includes all parts, labour and callout charges. A manufacturer’s warranty does not cover for mishaps, only mechanical breakdown.

Un-repairable items: A Care Plan will provide GAME vouchers to the value of a like-for-like replacement.

Once an agreement is coming to an end, we will send a letter around 6 weeks before it’s due to expire. We will include a quote for a 12-month extension. This will happen every year until the plan in no longer required.

No, we have no excess charges.

All GAME Care plans are only available to persons over the age of 18 years of age who are residents I the UK. Persons under the age of 18 years of age will need a parent or guardian to take out the plan on their behalf.

There’s no limit to the amount of repairs you can have. However, if we provide you with replacement equipment or vouchers, your plan will cease.

Pop into your local store with proof of purchase and we will swap out your broken accessory for the same item, a similar item or GAME vouchers.

If you do not have your proof of purchase, we would not be able to assist any further. 

Your product is protected against mechanical breakdown or damage through mishap (other than cosmetic) and includes all parts, labour and callout charges.

Yes, our Care Plan will cover mishaps. Damage caused by neglect, misuse or abuse of the product is excluded.

You may still be able to get your product covered. If you’ve purchased your product from any GAME store or GAME.co.uk we give you 30 days to take out Breakdown Care, as long as your product hasn’t been damaged in the meantime. Simply return to any GAME store with your original purchase receipt and a team member will help you.

Your Breakdown Care for your pre-ordered product will commence from launch day. Your product will be covered for 2 years, including the 1-year manufacturer's guarantee. Domestic & General will send you all your documentation in the post to your delivery address within 14 days of the launch date of your product.

Yes, we offer the option to pay monthly by direct debit in any GAME store.

For information on Monthly Care, please contact your local GAME store.

Please note: Unfortunately, Monthly Care is not available to be purchased online, please visit your local store to purchase it. 

To claim, please contact Domestic & General as soon as possible by telephone on 0800597 8618*.

Once the claim has been approved, Domestic & General will advise you of the contact details for our engineer.

You will have to arrange and pay for the packaging of the product, but Domestic & General will pay
for the postage (or Domestic & General may arrange for a courier to collect your product). While not a requirement, it is recommended that you use the product's original packaging.

*Calls may be recorded and monitored for quality and training purposes

If your product can't be fixed, you could receive a replacement of the same or similar specification or a GAME voucher towards a replacement. If you receive a replacement equipment or a GAME
voucher, your policy will end. All you'd have to pay are applicable delivery charges.

We want you to enjoy using your new and pre-owned products for years to come. Your manufacturer’s product guarantee provides cover for mechanical and electrical breakdown but will be limited to a year and may not cover parts or breakdown through mishap.

That’s where Breakdown Care, provided by the UK’s leading specialist warranty provider Domestic & General, can help. Designed to cover you against the cost of repairs for breakdowns and accidental damage, Breakdown Care gives you an extra year of cover after your guarantee expires.

• Extended cover does not have to be purchased at the same time as a domestic electrical good.
• Your Breakdown Care policy can be cancelled within 45 days of purchase, and you’ll receive a full refund.
• If we provide you with replacement equipment or a GAME voucher, your policy will cease. All you’d have to pay are applicable delivery charges.
• You should be advised that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of the subsequent insurance premiums.
• Your policy documents will be sent to your delivery address within 14 days.
• Your statutory rights will not be affected when you buy a policy. These include the right to claim a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you became aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you. After the first six months, you will have to prove that the goods had a fault when sold to you. For further information about your statutory rights contact the Citizens Advice Bureau: 03444 111 444.
• Domestic & General Insurance PLC is covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim.

You can use your Breakdown Care for accidental damage from day one of your cover.

If your product has broken down due to a fault, your breakdown cover starts after the first 12
months as those are covered by the manufacturer’s guarantee (or GAME if your console is preowned).

Within 45 day 'Cooling off period'

Your Breakdown Care policy can be cancelled within 45 days of purchase, and you will receive a full refund. Please return to the store with your documentation and receipt.

After the 45 day 'Cooling off period'

Your policy can be cancelled after 45 days of purchase, and you will receive a refund of the premium paid by you for the remaining full months of your policy.

To cancel your policy after the first 45 days, please write to us at Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP or click on 'contact us' at www.domesticandgeneral.com. You will need to send in your documentation and receipt.

For further information including complaints procedure, please refer to the documents on this article

Description	Product Price	2 Years cover, including manufacturer's/ retailers guarantee
Nintendo Switch	Up to £299.99	£64.90
	£300 - £500	£69.90
Nintendo DS	Up to £199.99	£19.90
	£200 - £349.99	£24.90
	£350 - £499.99	£29.90
PlayStation 4 & XBOX One	Up to £349.99	£59.90
	£350 - £500	£64.90
Sony VR Headset	Up to £199.99	£54.90
	£200 - £349.99	£59.90
	£350 - £499.99	£64.90
	£500 - £750	£74.90
Xbox One X	Up to £449.99	£64.90
	£450 - £600	£70.90

Prices are for new and pre-owned products.

• Immediate cover for accidental damage
• Breakdown cover once your manufacturer’s or retailer’s guarantee expires
• If we can’t fix it, we will arrange to replace your product with the same or similar specification or a GAME voucher towards a replacement
• Unlimited repairs
• The accessories supplied as standard with the original product are also covered

Breakdown Care is only available to persons over 18 years of age who are residents of the UK. Persons under 18 years of age will need a parent or guardian to take out the policy on their behalf. Your product must have been bought from GAME (including GAME store and GAME.co.uk), be in good working order when the policy starts, and used for personal and domestic purposes only.

Breakdown Care is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS.

Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). Our address and details of our authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768.

• Deliberate damage
• Cosmetic damage such as scratches or chips
• Damage caused by not following the manufacturer’s instructions
• Accessories that were not included with the original product

Key exclusions are documented in the standalone Insurance Product Information Document (IPID). For a full list of exclusions, restrictions and the complaints procedure, please see the Terms and Conditions.

Designed to cover you against the cost of repairs, Monthly Care can help in case of accidental damage from the moment you take out the policy. As soon as your guarantee expires, it also includes breakdown and faults. Once covered, you can rest assured that if there’s a problem that we can’t fix, you’ll receive vouchers for a replacement of the same or similar specification.

Key benefits:

•Immediate accidental damage cover (not included in your manufacturer’s guarantee)

•Cover against breakdown once your manufacturer’s or retailer’s guarantee expires

•If we can’t fix it, you’ll receive GAME vouchers towards a replacement

•Unlimited repairs with no surprise costs to fix

•Accessories that were included with the original product

Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...

•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

We want you to enjoy using your new and pre-owned products for years to come. Your manufacturer’s product guarantee provides cover for mechanical and electrical breakdown, but this may not cover parts or breakdown through mishap. That’s where Monthly Care, provided by the UK’s leading specialist warranty provider Domestic & General, can help. Designed to cover you against the cost of repairs for breakdowns and accidental damage. This insurance policy meets the demands and needs of those who wish to insure their console, tablet, PC, gaming headphone, controllers, VR headset, PC accessory, virtual reality system and/or mobile phone against breakdown and accidental damage. Cover will start on purchase of the item and continue monthly and renews monthly until you tell us otherwise for first 7 years. We will contact you every year to ask if you want to continue cover.

For further information including complaints procedure, please read the Monthly Care Terms & Conditions and Insurance Product Information Document.

•Immediate accidental damage cover (not included in your manufacturer’s guarantee)

• Cover against breakdown once your manufacturer’s or retailer’s guarantee expires

•If we can’t fix it, you’ll receive GAME vouchers towards a replacement

•Unlimited repairs with no surprise costs to fix

•Accessories that were included with the original product

Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...

•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

•Deliberate damage

•Cosmetic damage such as scratches or chips

•Damage caused by not following the manufacturer’s instructions

•Commercial use

•Accessories that were not included with the original product

These are the main exclusions, a full list of the exclusions can be found in the Terms & Conditions.

Monthly Care is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS. Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). Our address and details of our authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768. Domestic & General Insurance PLC is an insurance undertaking, not an intermediary. We are the underwriter of the insurance and do not provide a personal recommendation.

Monthly Care is only available to persons over 18 years of age who are residents of the UK. Persons under 18 years of age will need a parent or guardian to take out the policy on their behalf. Your product must have been bought from GAME (including GAME store and GAME.co.uk), be in good working order when the policy starts, and be used for personal and domestic purposes only.

You may still be able to get your product covered. If you’ve purchased your product from any GAME store or GAME.co.uk we give you 30 days to take out MONTHLY CARE, as long as your product hasn’t been damaged in the meantime. Simply return to any GAME store with your original purchase receipt and a team member will help you.

If there’s a problem with your product, you can call us on 0800 597 8614 365 days a year. Or you can book and track repairs online with My Account (excluding mobile repairs) at www.domesticandgeneral. We will either arrange for a courier, at our cost, to collect your item; arrange for collection via a drop off point; or send you packaging, a returns form, instructions and a prepaid protective envelope. You will have to arrange and pay for the packaging of the item. While not a requirement, it is recommended that you use the item’s original packaging. For mobile phones you will need to tell us your item’s IMEI number (so please keep a note of this) and you must ensure that all blocks are removed from your item before you send it to us for repair. For theft claims you will need to contact the appropriate police authorities as soon as possible, requesting a crime reference number or police report. You should also contact your mobile network provider to block your SIM/IMEI Number. Once you have contacted us we will then send you a claim form.

*Calls may be recorded and monitored for quality and training purposes

If your product can't be fixed, you will receive a replacement of the same or similar specification or a GAME voucher towards a replacement. If you receive a replacement equipment or a GAME voucher, your policy will end. All you'd have to pay are applicable delivery charges.

•Extended cover does not have to be purchased at the same time as a domestic electrical good.

•Your MONTHLY CARE policy can be cancelled within 14 days of purchase, and you’ll receive a refund of any premium paid, provided you have not used any services under the policy.

•If we provide you with vouchers for a replacement, your policy will end.

•You should be advised that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of the subsequent insurance premiums.

•Your policy documents will be sent to your delivery address within 14 days.

•Your statutory rights will not be affected when you buy a policy. These include the right to claim a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you became aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you. After the first six months, you will have to prove that the goods had a fault when sold to you. For further information about your statutory rights contact the Citizens Advice Bureau: 03444 111 444.

•Domestic & General Insurance PLC is covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim.

You can use your Monthly Care for accidental damage from day one of your cover. If your product has broken down due to a fault, your breakdown cover starts after the first 12 months as those are covered by the manufacturer’s guarantee (or GAME if your console is preowned).

Cooling off period – Changing your mind

The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the policy start date, whichever is later. If you change your mind during the cooling off period, you can cancel your policy and you’ll receive a refund of any premium paid.

After the cooling off period

If you cancel your policy after the cooling off period, your policy will remain in place until the end of the period for which you have already paid and you will not receive

a refund.

How to cancel

If you wish to cancel your policy, please contact Domestic & General on

0800 597 8614. You can also cancel by using the cancellation form on their website,

or by writing to the address specified in the ‘Customer services details’ section. 

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus ( https://fgsupporthelp.zendesk.com/hc/en-gb )

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team. 

How to make a complaint about your Frasers Plus account?

Complaint type	Who should I contact?
My complaint is about: The Frasers Plus Account or App, Frasers Plus payment, Frasers Plus terms and conditions, Frasers Plus communications. Frasers Plus marketing, The actions of one of our colleagues in conversation about Frasers Plus.	Frasers Group Financial Services – via: the Frasers Plus App Chat, Contact us form

What happens after I make a complaint?

• We take all complaints seriously and we will do everything we can to resolve them quickly.
• We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial OmbudSman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to [email protected]. You'll need to contact them within 6 months of receiving our final response email. 

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please visit our Registration Form.

Once you have followed the steps of setting up your account you can update your details using the My Account section of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please visit our Registration Form. You will be asked to create a password for your account.

If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.

You can manage your account and your password in the My Account section

You can see and manage most of your details when you login.

• Just head over to My Account to manage your account and password, 
• Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
• The Manage Cards section allows you to update payment detail

For our customers’ security we don’t allow change of email address. 

If you need to use an alternative email address, we’d ask you to create a new account.

You can search for items in a few different ways, to then add them to your shopping cart.

There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.

As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.

When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.

Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.

The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.

We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.

When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.

We will only charge you once the order has dispatched.

Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.

If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.

If you want to delete your online account, please contact us with your details our team will help you further.

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up. 

If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Visit our Log In Page to get to the sign-in page, and then follow the steps.

If you don't have an account you can set one up here. This means you have all your order history and details in one place. 

If you're still having problems signing in to your account, please contact us and we'll be happy to help.

We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help: 

• Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
• Clear your cache and cookies
• Deactivate any plugins
• Check your HTTPS settings
• Clear your temporary files
• Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.

Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.

If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

Once you login to your account online, you'll be able to change some of your details including.

• First name
• Last name
• Telephone number
• Billing address
• Request shipping addresses
• Payment details

 If you have entered the wrong email address whilst checking out, sadly we will not be able to send email to you about that order. We also will not be able to retrospectively update your email address. 

During cases where you need to change your email address (as a result of a typo or if you have changed email addresses) we recommend you create a new login with your new/correct email address. We will also not be able to change the address, or add/remove items.

We hope that you’re happy with any purchase you’ve made or service you’ve received from GAME and that you’ll never have reason to complain.

But should there be something you are not happy with, we’d like you to contact our Customer Service team so that we can try to fix this for you.

Please visit Contact Us for more details on how to speak to our Customer Service team.

At GAME Retail Limited we always strive to provide an excellent experience but appreciate that sometimes things can go wrong.

If you are unhappy with any of our financial products and services, due to the protection of your personal data, we recommend you contact the relevant lender in the first instance.

We act as a credit broker authorised and regulated by the FCA (firm reference number: 652341) and not a lender. Finance is provided and managed by third party lenders as detailed below.

Who do I contact?

Name of Lender	Contact details
Klarna Bank AB (publ) (Legacy provider)	Sveavägen 46, 111 34 Stockholm, Sweden Please visit Klarna for contact form and complaints
PayPal (Europe) S.à rl et Cie (Online provider)	S.C.A, 22-24 Boulevard Royal, L-2449, Luxembourg Please visit PayPal for contact form and complaints.

Alternatively, if you have a complaint about how your finance was introduced or you would prefer to contact us then we will do everything we can to resolve the matter promptly. Please contact us using the contact details on our website.

How long will it take?

We take all complaints seriously and we will do everything we can to resolve them quickly.

We’ll keep you updated and in most cases you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I'm unhappy with the outcome? 

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS).

FOS is a free, independent service that looks into disputes between financial businesses and their customers.   If you do refer to the FOS you should do so within 6 months of receiving our final response.

FOS Contact details

Website:  https://www.financial-ombudsman.org.uk/
Telephone: 0800 023 4567
Email: [email protected]
or you can write to: 
The Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square
London, E14 9GE

Digital Scams are growing in the UK and at GAME we want to stop this from happening.

What is a digital Scam?

A digital scam is where yourself or someone you know is taken advantage of by individuals looking for you to purchase digital cards such as Gift Cards, iTunes Cards or Steam cards and pay for them and then handover the codes to the fraudsters.  For example, have you recently had a cold call or E-Mail (note: scams are not limited to taking these forms) from someone asking you to pay them using digital credit (most commonly Steam and iTunes) stating any of the following: 

• You owe money to HMRC? 

• You owe money to a previous or current phone company? 

• You owe money for a previous PayPal or Gumtree purchase? 

• You owe money for previous shipping fees for a product? 

• You can donate steam, Amazon or iTunes vouchers towards sick on underprivileged children? 

• You have had an E-Mail or message from someone stating to be your line manager or above (CEO) to buy digital credit?

If you answered yes to any of the above you might be the victim of an attempted digital scam. Remember Apple (iTunes) and Steam gift cards can ONLY be used to purchase items direct from that company. If you're approached to use the cards for any other payment, you could very likely be the target of a scam. Do not provide the numbers on the back of the gift card to anyone that you don't know.

The FCA (Financial Conduct Authority) have a dedicated page where you can find out how to protect yourself from the most common types of scams. You can access the information via the FCA official page.

Steam Wallet Gift Card Scam - General information for customers

You can also check if something might be a scam on the on the Citizens Advice website.

Where to get support if you or someone you know has fallen victim to a scam.

Action Fraud is the UK's national reporting centre for fraud and cyber crime where you should report fraud if you have been scammed, defrauded or experienced cyber crime. 

You can contact Action Fraud Monday to Friday 8am - 8pm.

Age UK  can offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. They can be contacted via the Age UK  FAQ page.

Action on Elder Abuse can also offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. You can get in touch via the Action on Elder official page.

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.

The following definitions are used in these terms:

Customer, you	You, the customer accessing and/or using the Website.
Website	www.game.co.uk
Seller, us, we	Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England VAT Number: GB 231 5087 33). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644).
Website Operator	GAME Retail Ltd. registered address is Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ. Company Number 07837246, Registered location: England. VAT Number GB190396194.
Customer Service	Contact Us

ADD TO BAG: Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order). Click 'Add to Bag'.

CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".

ACCOUNT/GUEST: Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest. 

DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.

PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.

ORDER ACKNOWLEDGEMENT: Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation). 

ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.

A description of the main characteristics and prices of goods are on the product pages of the Website.

For Customers based in the UK and the EU: the price includes all applicable taxes.
For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned.

Delivery options
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.

Delivery of pre-order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

We may split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see the dropship /marketplace terms. 

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us or write to us by post at: 
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY
Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order).

Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return. 

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.

Refunds

We will refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

You will be refunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day we receive the items you are returning.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies: 

Tier 1: within 30 days of receiving the defective item, you can choose to receive either:

1. a repair; or 
2. a replacement; or
3. a full refund.

The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

1. keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circumstances); or
2. return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

If you think you have received a defective item, please return the items back to us including details where possible of:

• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement

We will examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.

We will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.

If you have a query about returning goods, please contact Customer Services.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.

If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.

The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.

Limitation of liability

1. The Seller shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of the Seller 's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
2. The Seller will not be liable for the following types of loss:
   1. loss of income or revenue; or
   2. waste of management or office time.
3. Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
   1. death or personal injury caused by the Seller's negligence;
   2. fraud or fraudulent misrepresentation;
   3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
   4. defective products under the Consumer Protection Act 1987; or
   5. any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
4. Whilst the Seller adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Events outside our control

1. The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
   1. Strikes, lock-outs or other industrial action;
   2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
   3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
   4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
   5. Impossibility of the use of public or private telecommunications networks; or
   6. The acts, decrees, legislation, regulations or restrictions of any government.
2. In the event of a Force Majeure Event, the Seller 's performance is deemed to be suspended for the period that the Force Majeure Event continues, and the Seller will have an extension of time for performance for the duration of that period. The Seller will use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
3. In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.

Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing. 

Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.

1. The Seller reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from the Seller unless:
   1. any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
   2. the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.

Governing law and jurisdiction

1. These terms and conditions are subject to English law.
2. The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
3. Nothing in these terms and conditions is intended to affect your statutory rights.

We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.

To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.

If you paid by credit card, you may have additional rights of redress.

Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.

If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Gift Cards cannot be used to buy further Gift Cards.

To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.

The following documentation may be required to complete our due diligence checks –

Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)

Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)

Failure to comply with the verification checks will result in the order being cancelled

We reserve the right to cancel any order we do not believe to be genuine

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:

• Deposits;
• Magazines;
• Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
• Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
• Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
• Any computer games where the seal on the wrapping has been broken; and
• Any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.

If you’ve had items delivered to you from one of our brand partners, please see additional information below on how to return those items.

Returns policy overview

• Returns will be eligible for refund only, no exchanges are available for these items
• Items must not be used, worn or washed
• Items must be in original packaging and all tags attached
• Personalised items will not be accepted unless text is incorrect, or the item is faulty
• Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
• Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken or any items that have been inseparably mixed after delivery, cannot be returned

Select a Brand Partner:

 Character World 

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Character World Brands,
Unit 1 Oak Green,
Stanley Green Business Estate,
Cheadle, SK8 6QL

 Digitek Trading  

Important Information
Please ensure to complete and include the returns form in your parcel

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Digitek Trading Ltd,
S001 Returns,
Unit 3 Rinus Business Park,
Darwen,
Lancashire, BB3 2QX

 IGSM

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
1 Dewar Court,
Astmoor,
Runcorn, WA7 1PT

 Luceco  

Important Information
Items must be re-packed in the original packaging

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Luceco UK Ltd,
Stafford Park 1,
Telford,
Shropshire, TF3 3BD

 Meroncourt 

Important Information
Please read the terms before returning items

Returns Instructions
Pack securely and send via tracked mail

Returns Address
Meron Court Europe,
Unit 2A,
Portland Industrial Estate,
Arlesey,
Bedfordshire, SG15 6SG

Please find download links for our product DOCs.

As of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.

The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.

Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.

The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring pornographic material.

So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.

PEGI RATING	DESCRIPTION
	The content of games with a PEGI 3 rating is considered suitable for all age groups. The game should not contain any sounds or pictures that are likely to frighten young children. A very mild form of violence (in a comical context or a childlike setting) is acceptable. No bad language should be heard.
	Game content with scenes or sounds that can possibly be frightening to younger children should fall in this category. Very mild forms of violence (implied, non-detailed, or non-realistic violence) are acceptable for a game with a PEGI 7 rating.
	Video games that show violence of a slightly more graphic nature towards fantasy characters or non-realistic violence towards human-like characters would fall in this age category. Sexual innuendo or sexual posturing can be present, while any bad language in this category must be mild.
	This rating is applied once the depiction of violence (or sexual activity) reaches a stage that looks the same as would be expected in real life. The use of bad language in games with a PEGI 16 rating can be more extreme, while the use of tobacco, alcohol or illegal drugs can also be present.
	The adult classification is applied when the level of violence reaches a stage where it becomes a depiction of gross violence, apparently motiveless killing, or violence towards defenseless characters. The glamorisation of the use of illegal drugs and of the simulation of gambling, and explicit sexual activity should also fall into this age category.
	In addition to the numerical PEGI ratings, you will also see the "Parental Guidance Recommended" rating for some non-game apps, introduced by PEGI for storefronts that use IARC. This serves as a warning that these apps can offer a broad variety of user generated or curated content. Typically, this applies to products such as Facebook, Twitter or YouTube.

Content Descriptors

PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.

CONTENT DESCRIPTOR	DESCRIPTION
Violence	The game contains depictions of violence. In games rated PEGI 7 this can only be non-realistic or non-detailed violence. Games rated PEGI 12 can include violence in a fantasy environment or non-realistic violence towards human-like characters, whereas games rated PEGI 16 or 18 have increasingly more realistic-looking violence.
Bad Language	The game contains bad language. This descriptor can be found on games with a PEGI 12 (mild swearing), PEGI 16 (e.g. sexual expletives or blasphemy) or PEGI 18 rating (e.g. sexual expletives or blasphemy).
Fear/Horror	This descriptor may appear as 'Fear' on games with a PEGI 7 if it contains pictures or sounds that may be frightening or scary to young children, or as 'Horror' on higher-rated games that contain moderate (PEGI 12) or intense and sustained (PEGI 16) horror sequences or disturbing images (not necessarily including violent content).
Sex/Nudity	This content descriptor can accompany a PEGI 12 rating if the game includes sexual posturing or innuendo, a PEGI 16 rating if there is erotic nudity or sexual intercourse without visible genitals or a PEGI 18 rating if there is explicit sexual activity in the game. Depictions of nudity in a non-sexual context do not require a specific age rating, and this descriptor would not be necessary.
Drugs	The game refers to or depicts the use of illegal drugs, alcohol or tobacco. Games with this content descriptor are always PEGI 16 or PEGI 18.
Gambling	The game contains elements that encourage or teach gambling. These simulations of gambling refer to games of chance that are normally carried out in casinos or gambling halls. Some older titles can be found with PEGI 12 or PEGI 16, but PEGI changed the criteria for this classification in 2020, which made that new games with this sort of content are always PEGI 18.
Discrimination	The game contains depictions of ethnic, religious, nationalistic or other stereotypes likely to encourage hatred. This content is always restricted to a PEGI 18 rating (and likely to infringe national criminal laws).
In-Game Purchases	The game offers players the option to purchase digital goods or services with real-world currency. Such purchases include additional content (bonus levels, outfits, surprise items, music), but also upgrades (e.g. to disable ads), subscriptions to updates, virtual coins and other forms of in-game currency.
Online Gaming	These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.
Paid Random Items	This content descriptor is sometimes accompanied by an additional notice if the in-game purchases include random items (like loot boxes or card packs). Paid random items comprise all in-game offers where players don't know exactly what they are getting prior to the purchase. They can be purchased directly with real money and/or exchanged for an in-game virtual currency. Depending on the game, these items may be purely cosmetic or they may have functional value.  The notice is always displayed underneath or near the age label and content descriptors.

To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.gamesratingauthority.org.uk.

If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.

Our regular opening times are as follows:

Monday - Friday 8 am – 8 pm (GMT/BST)
Saturday & Sunday 9 am – 6 pm (GMT/BST)
If you need to get in touch with Customer Service, please click on the contact us option from the menu, to get started.