Widerrufsrecht

If for any reason you wish to return a product purchased from GameOn.games, we are happy to help providing the product you are returning agree’s with our returns policy.

UNWANTED ITEMS / PRE-ORDERS / GENERAL REFUND

If you have changed your mind about an item you have purchased through GameOn.games we are happy to offer a refund within 14 days of purchase.

Unwanted items must be in the condition they were when they arrived, including any plastic wrapping which should still be intact. 

You are welcome to inspect the items you have ordered as you would in a shop but If items have been opened or used we will not be able to accept a return unless faulty.

To request a refund select the 'Request Return' button from your order within your GameOn.games account page.

Package up your item and return it back to the address above, once we receive your item we will process a refund as soon as possible. You must report all intended returns to us within 14 days using the above method, rejected deliveries do not form a valid notification of your intension to return your order.

Returns will be credited to the original payment method used to purchase the item.

Original and return delivery costs will not be refunded for unwanted orders. If your order was returned due to you failing to collect your parcel from our parcel locker/shop delivery option there will be an additional return delivery fee of £3.75 deducted from your refund. Returning orders by not collecting them from your chosen locker or parcel shop is not a valid method of return and will delay your refund being processed. Uncollected returns can take up to 28 days to return to us.

Where an item was part of a bundle, special offer, mystery box/item or a free gift, all items must be returned.

If you have pre-ordered an item your payment will be held at the time of purchase but will not be collected until 5 days after you have placed your pre-order. You are free to cancel your order during this time free of charge. Once your payment has been collected a 5% cancellation fee is applied to any pre-order cancellations to cover payment fees that we have incurred. Please note that all estimated release dates and initial stock allocations are subject to change and are outside of our control, however if your pre-order takes longer than 90 days from the original estimated release date the cancellation fee will be waived.

PERSONALISED AND MADE TO ORDER

Items that are made to order or are personalised are not refundable and cannot be returned. When placing an order for a personalised or made to order items you may be sent a proof to approve before your order will be shipped. To prevent delays with your order it is important to approve your proof as soon as possible. If you fail to respond to your proof we will assume you accept our design and ship your order. If details remain uncertain then your order may be cancelled.

FAULTY / DEFECTIVE

All our products come with a standard 12 month manufactures warranty.
If your item has stopped functioning or appears to have a fault we would advise you to review troubleshooting tips through the manual provided and if further assistance is required we would recommend contacting the manufacture directly. We do not repair or replace faulty items ourselves, these will often be returned to the manufacture. It can often be quicker to contact the manufacture directly to have your item replaced if you wish to do so, we will be happy to do this for you if you wish to return the item to us first. If you choose to have your product repaired by a 3rd party you should check with the manufacture if this will affect your warranty in any way. We are unable to accept returns for faulty items where the item has been tampered with in any way. GameOn.games will not be responsible for any cost or damage incurred from 3rd party repairs. We are unable to replace/refund individual items or parts that are part of a product, such as accessories. For instance we are unable to replace a faulty controller that is part of a console. We can however take a return for just the faulty accessory and contact the manufacturer on your behalf.

If You Are Unable To Resolve Your Issue With The Manufacturer And Your Item Appears To Be Faulty You Can Return Your Item By Following Our Returns Process. All Faulty Returns Are Tested By Our Team And If Found To Be Working They Will Be Returned Back To You At Your Expense of a minimum cost of £2.50. Please Include A Note With Your Return Containing Your Order Number And A Description Of The Fault, Please Provide As Much Detail As Possible To Help Our Team Replicate The Fault. Please Include The Note In Your Returns Package. Any Items Found To Have Been Altered, Modified Or Tampered With Will Be Refused A Refund Or Replacement.
If Your Item Is Found To Be Faulty We Will Refund The Cost Of Postage To The Value Of £5. If your return postage will cost more than £5 please contact us first for a returns label. Please use a recorded, tracked service when returning any items. GameOn.games is not responsible for any loss or damage when returning your items.

HOW DO I CANCEL AN ORDER

If you wish to cancel an order please use the cancel option from within your account as soon as possible. While we endeavour to process cancellations as soon as possible it is not always possible to cancel an order if it has started processing.

DAMAGED IN TRANSIT

Items that have been damaged before arrival must be reported to us within 48 hours, we will not be able to accept any returns for items damaged in transit after this time. Please ensure you check all items before signing with the courier. Images of the damaged items will be required, so please have these ready. Our couriers also require images of the packaging clearly showing the delivery label. All packaging must be kept until our couriers have resolved the issue, they may request to see the packaging at any time. For some items we may not be able to offer a replacement and a refund will atomically be issued instead. Our items are designed to be removed from their packaging and enjoyed. We understand that many of our items are desirable to collectors but we do not guarantee the products will be in a pristine collector suitable condition as they do not always arrive from the manufacture in this state, so damage to a products box or packing will not be accepted for return.

E-Mail: [email protected]

MISSING ORDERS OR ITEMS

If your order is missing items or has not arrived within 10 working days, please refer to our delivery policy for instructions on how to start a claim.

NOT WHAT I ORDERED

If the item that has arrived is not the item you have ordered we will accept a return and/or an exchange. Please ensure the product you have received has not been opened or any plastic wrapping has not been damaged, if the item has been opened we will be unable to offer a refund or an exchange. For some items we may not be able to offer a replacement and a refund will atomically be issued instead.

To request a refund select the 'Request Return' button from your order within your GameOn.games account page.

As this is no fault of your own will refund the cost of postage to the value of £3, please ensure all items are returned via recorded delivery. We suggest using Evri and dropping your parcel off at one of their many parcel shops or lockers.

 

HOW LONG WILL IT TAKE TO COMPLETE MY RETURN

We aim to process the return within 48 hours of receipt of the item with a completed returns form, once processed refunds can take 3-5 working days to credit the account you originally used to purchase the item. Please contact your payment provider for a precise time scale.

 

HOW DO I RETURN MY ITEM

To return your item to us please package your item including a note with your order number, if the item is faulty please include a description of the problem, this will be used when we carry out our tests. Read the details regarding refunds above in order to make the process as quick as possible.

We suggest you use a postage service with tracking so no items go missing. In cases where a returns label have been supplied to you, these are valid for 7 days after which they will expire and a new label must be requested.

 

HOW SHOULD I PACKAGE THE ITEM I AM RETURNING

GameOn suggest you package the item the way it was sent to you. Packaging should be used to protect the item from damage and enclose it into a delivery envelope or box.

 

I HAVE OPENED THE SEAL ON MY ITEM, HOW DO I REFUND IT?

You are free to inspect your items as you would in a shop but they should remain sealed until you intend on keeping them. We do not accept returns if the original packaging has been opened or the item has been used. All products must be returned as new and unused.

 

I NO LONGER WANT THE DIGITAL ITEM I PURCHASED

Unfortunately we are unable to refund any digital codes.