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Orders & Payments
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Completed Orders
Completed OrdersI'm trying to return my order, but it's saying my order isn't found
We're aware there are intermittent issues affecting some of our customers when trying to return their order even when they are within the returns timeframe.
Our technical teams are working on fixing this issue.
The error you see may look similar to this:
If you're seeing an error such as an order not found - we would recommend you check back in a couple of days and try again.
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Send feedbackThanks for the feedback. We will improve this article.Why has my pre-order been cancelled? (5th September 2024)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.
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Send feedbackThanks for the feedback. We will improve this article.I've received the wrong itemIf 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.
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Send feedbackThanks for the feedback. We will improve this article.My item is faultyIf 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.
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Send feedbackThanks for the feedback. We will improve this article.I'm missing an item from my orderWe’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.
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Send feedbackThanks for the feedback. We will improve this article.Why has my order or item been cancelled?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.
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Send feedbackThanks for the feedback. We will improve this article.My order has been cancelled, but it appears that I have still been chargedIf 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.
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Send feedbackThanks for the feedback. We will improve this article.I haven’t received my gift cardPlease 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.
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Send feedbackThanks for the feedback. We will improve this article.My item is incomplete or missing partsWe are sorry to hear there is a problem with your item.
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
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Send feedbackThanks for the feedback. We will improve this article.When will I receive my pre order?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.
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Send feedbackThanks for the feedback. We will improve this article.How can I get a VAT receipt?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.
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Placing Orders
Placing OrdersHow can I cancel or amend a pre-order?
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.
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Send feedbackThanks for the feedback. We will improve this article.How do I apply a discount code?Here are the steps to apply your promotional code or discount code to your order.
- Add your item(s) for the discount to your bag.
- Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
- Continue through the checkout process until you reach the payment page.
- 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.
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Send feedbackThanks for the feedback. We will improve this article.What payment options are accepted?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.
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Send feedbackThanks for the feedback. We will improve this article.What is payment authentication?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.
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Send feedbackThanks for the feedback. We will improve this article.Payment issuesIf 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.
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Send feedbackThanks for the feedback. We will improve this article.Why is my bank showing two charges for my order?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.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my gift card online and in store?Yes, Gift cards can be used in UK branches of our GAME stores and concessions as well as online. 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.
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Send feedbackThanks for the feedback. We will improve this article.Can I use my credit note online and in store?Yes, credit notes can be used in UK branches of our GAME stores and concessions as well as online.
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.
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Send feedbackThanks for the feedback. We will improve this article.Can I cancel or make changes to my order?Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.
If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.
If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.
Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.
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Send feedbackThanks for the feedback. We will improve this article.Apply Gift Card, eVoucher or Credit NoteSelect 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.
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Send feedbackThanks for the feedback. We will improve this article.Where do I find my voucher code and pin?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.
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Send feedbackThanks for the feedback. We will improve this article.Why is the item price different to what I was expecting?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.
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Send feedbackThanks for the feedback. We will improve this article.How do I check the balance on my Gift Card or eVoucher?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.
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Send feedbackThanks for the feedback. We will improve this article.I'm experiencing problems with my gift card or eVoucherIf you are experiencing issues when applying a Gift Card or eVoucher, that can be due to a few reasons:
- 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.
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Completed Orders
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Returns & Refunds
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Returns
ReturnsExtended Christmas Returns Policy
We’ve extended our usual returns timeframe to give customers peace of mind when shopping during the festive period.
For items ordered online - We are happy to offer a refund for items purchased online from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.
For items purchased in store - We are happy to offer a credit note for items purchased in store from Monday 28th October 2024, as long as they are returned unworn and in perfect saleable condition within their original packaging up until Sunday 5th January 2025.
Please retain the receipt as proof of purchase.
Refunds and credit notes will only be offered in accordance with your statutory rights (which remain unaffected). For all other terms associated with returns, please refer to our returns policy.
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Send feedbackThanks for the feedback. We will improve this article.I need to return my order or item bought onlineYou can now return your online GAME order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.
When returning all or part of your order due to a change of mind, using our returns portal, you will be charged postage to return your items back to us, if your item is faulty, incorrect or exceeds 10kg in weight, please contact our Customer Service team ahead of making a return.
Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
Good to know...
- By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
- Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
RETURNS POLICY OVERVIEW
- 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 the 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, digital content or any items that have been inseparably mixed after delivery, cannot be returned
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Send feedbackThanks for the feedback. We will improve this article.I need to return my item or order bought in storeTo 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.
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Send feedbackThanks for the feedback. We will improve this article.GAME Returns PolicyGAME 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 rightsHow 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 6YJPlease 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)
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Send feedbackThanks for the feedback. We will improve this article.14 Day Right to Change Your MindThe 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;
- you have a valid proof of purchase and the receipt displaying the code; and
- 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 available here 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 here 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 6YJYou will need to include a cover note with the following information:
- Your order number
- Reason for return
- 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.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I exchange an online order?In the event you change your mind, you can return an online item for a full refund only.
We cannot exchange goods purchased online.Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Can I return more than one order in the same parcel?Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
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Returns
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Product Support & Aftercare
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Monthly Care
Monthly CareMonthly Care - Overview
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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What is Monthly Care?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Monthly Care Terms & ConditionsFor further information including complaints procedure, please read the Monthly Care Terms & Conditions and Insurance Product Information Document.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How much does Monthly Care cost?
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What's included? Features & 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What's not included? Exclusions•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.
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Send feedbackThanks for the feedback. We will improve this article.Who provides Monthly Care?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Eligibility for Monthly CareMonthly 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What if I have already bought my product?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How do I claim?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
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.What happens if my product needs to be replaced?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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.Important Information - Monthly Care•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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.When can I use my Monthly Care?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).
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.How can I cancel Monthly Care?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.
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Monthly Care
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Site Policies
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Terms & Conditions
Terms & ConditionsWHO WE ARE
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 Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.PLACING AN ORDERADD 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DESCRIPTION AND PRICING OF GOODSA 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.
Did you find it helpful? Yes No
Send feedbackThanks for the feedback. We will improve this article.DELIVERY AND RETURNSDelivery 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 here 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:
- a repair; or
- a replacement; or
- 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:
- 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
- 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.
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Send feedbackThanks for the feedback. We will improve this article.GENERALLimitation of liability
- 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.
- The Seller will not be liable for the following types of loss:
- loss of income or revenue; or
- waste of management or office time.
- Nothing in these terms and conditions is intended to exclude or limit the Seller 's liability for:
- death or personal injury caused by the Seller's negligence;
- fraud or fraudulent misrepresentation;
- any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
- defective products under the Consumer Protection Act 1987; or
- any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
- 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
- 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:
- Strikes, lock-outs or other industrial action;
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
- Impossibility of the use of public or private telecommunications networks; or
- The acts, decrees, legislation, regulations or restrictions of any government.
- 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.
- 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.WEEE Regulations
- The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
- The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
- The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
- Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
- Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
- Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
- We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
- For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
- Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
- Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.
Our right to vary these terms and conditions- 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:
- 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
- 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
- These terms and conditions are subject to English law.
- 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.
- Nothing in these terms and conditions is intended to affect your statutory rights.
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Send feedbackThanks for the feedback. We will improve this article.COMPLAINTSWe 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.
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Send feedbackThanks for the feedback. We will improve this article.GIFT CARDSGift 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.
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Send feedbackThanks for the feedback. We will improve this article.FRAUD PREVENTIONTo 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.
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Send feedbackThanks for the feedback. We will improve this article.PRODUCTS NOT ELIGIBLE FOR RETURNUnless 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).
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Send feedbackThanks for the feedback. We will improve this article.OFFERS, PROMOTIONS AND COMPETITIONSWe 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.
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Other Policies
Other PoliciesGuide To PEGI Ratings
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 RATINGDESCRIPTION 
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 DESCRIPTORDESCRIPTIONViolence
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.
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Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pm
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Send feedbackThanks for the feedback. We will improve this article.Complete SavingsWhat is Complete Savings?
Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Contact details for Complete Savings:
- www.completesavings.co.uk
- 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- [email protected]
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.
What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead of; www.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.How do I contact Complete Savings or get more information about my membership?
- www.completesavings.co.uk. Here you can find more information about your membership.
- 0800 389 6960 (freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email the Customer Service team on [email protected]
- Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.
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