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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):
Online Dispatch note.
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):
Receipt.
Reward card record.
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 here 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:
Your order number
Reason for return
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)
