Returns Policy

COVID-19 Update: Our Online Returns team is working hard to process all returns however, due to strict social distancing rules within our warehouse these are taking longer to process than normal as we prioritize the safety of our staff and customers.

If you’ve sent an online purchase back to us for a refund, this should be processed within 7 working days of receipt to our distribution center, you’ll receive an email to confirm when this has been processed.
Returns Policy Overview

  • Overview of your right to return a product
    • Goodwill Returns PolicyIn addition to your legal right (see below);
      • we offer an exchange or refund policy for purchases made online(where your 14 day right to change your mind has expired) provided the product is returned to our Returns Department within 28 days of receipt of your online order, and
      • we offer an exchange or credit note for purchases made in-store and returned in-store within 28 days of purchase  
    • 14 Day Legal Right to change your mind. For most products bought online, over the telephone, by exchange of email or by mail order (“Distance Sales”), you have the legal right to change your mind within 14 days of receiving the product and receive a refund
    • Returning your product because it has a fault. If your product develops a fault within 30 days of purchase, please return with proof of purchase and we’ll exchange or refund it. After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
    • Returning an item if you are an international customer
      • Text or call us for more information on how to return a product if you are an international customer and you’ve changed your mind about keeping your purchase or the item you’ve purchased is faulty.
  • 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 which can be found at www.toysandgame.store/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 toysandgame.store 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 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 that 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.
  • When will your refund for an Online purchase be made? Your refund will be made
    • Immediately when returned in-store  (however please allow up to 5 working days for this to be processed)
    • within 14 days when returned to our refund department.

Methods of Payment and Refunds

When returning an item, the way in which you paid for the purchase originally will determine how your refund will be processed.

ZELLE

If you paid via Zelle, your refund will be processed to the same Zelle originally used to place the order.

PAYPAL

If you paid using PayPal, we will process the refund to the PayPal account used.

APPLE PAY

If you paid online using Apple pay, we will refund you with Apple pay.

CASHAPP

If you paid with the cash app, we will refund you with the cash app.

BITCOIN

If you paid with bitcoin, we will refund you with bitcoin.