How can we help you?

Your order will be delivered* to your chosen store and we will send you an email to let you know when your order is ready to collect. Opening hours for the store can be found on our Store Finder.

*Your order will arrive within 1-2 working days, please see here for full delivery information. 

ID requirements

When collecting your order please make sure you take your order confirmation email with you, along with the card you used for payment.

If you paid with PayPal you will need to take both the confirmation email you received from them, along with a copy of the GAME order confirmation email.

You will also always need to bring a verification of your ID:

• a valid passport OR Drivers Licence; AND
• a utility bill/statement dated within the last  3 months (including the corresponding address).

If someone else is collecting your order, they will still need to present your order confirmation email along with a form of ID (passport or driver’s license) AND a utility bill/statement showing your name and address.

Your parcel will be held in-store for 7 days, starting from the day you receive your collection notification. 

If you have not collected your order after 3 days we’ll send you a reminder to collect.

If you have still not collected your order after 7 days we will return the parcel and refund your order.

We’ll send you a confirmation by email or text (if you provided a mobile number) as soon as your parcel is ready to collect. This contains instructions on how to pick up your parcel.

Yes, collecting from a store is available on most pre-order items. Simply place an order online, select collection options and choose your most convenient store.

You will receive an email when the product arrives in our store for collection from the release date. 

Yes, someone else can collect your parcel on your behalf providing they have the order confirmation email and proof of identity (for the person the order is addressed to).

Your Collect from Store voucher can be redeemed in any UK GAME store.

For terms & conditions, please click here.

Collect from Store orders cannot be canceled once they have been shipped, you can, however, return the item under our returns policy.

Alternatively, if you do not collect the item after 7 days, an automatic refund will be issued.

Please note it can take up to 10 working days for your refund to be processed.

We’ll send you a confirmation by email and text as soon as your order is ready to collect. This contains instructions on how to pick up your order.

To collect your reservation please bring the order reference number from either your email or text message.

Your reservation should be ready within 2 hours.

Please wait until you have received an email or text from us indicating that your reservation is ready to collect before heading into the store.

Your reservation will be held until the end of the following day from when the reservation was made. If the store is not open then this will roll over to the next day it is open.

To view your order history follow these 2 simple steps;

1. Log in to your online account
   
2. Select 'My Orders' under 'My Account'

If you ordered using guest checkout, please contact us for further assistance.

How do I change my order?

Unfortunately, in most circumstances, it's not possible to make changes to your order once it has been placed. If your order has already been dispatched from our warehouse, then you'll need to return the item following our Return Procedure. See Returning an Item for instructions on how to do so.

How do I cancel my order?

If you have placed a pre-order, it is possible to cancel your order before any payment has been taken. (Usually 7-10 days before release date).

For all other orders, we take payment and begin the dispatch process immediately after the order is placed and therefore, it is not possible to cancel using the process below. However, you can still return it within 28 days for a refund or exchange. For more details, please see our returns policy.

You also have the right to cancel your order for any item bought on this website for a full refund under the Consumer Contracts (Information, Cancellation and Additional Charge)s Regulations. Click here for more details on how to exercise this right of cancellation.

1. Log in to your online account
2. Select 'My Orders' under 'My Account'
   
3. Locate the specific order you would like to cancel and click 'Order details'
4. Beneath the product you would like to cancel, click the 'Cancel This Product' button (WARNING: Clicking this button will immediately cancel this product).

You can check the status of an order to see if it has been shipped by logging into your account. If your order is sent via a tracked service, you will receive a tracking number via email and/or SMS on the morning of delivery.

To check your order status;

1. Log in to your online account
2. Select 'My Orders' under 'My Account'
3. You will now see a full list of all your orders

If you ordered using guest checkout, you will need to contact us to check the status of your order.

DPD and Hermes will contact you directly with updates on the status of your order. These updates will be sent to the email address and mobile number that you used to place your order. 

You can also download their apps to get up to date information.

Sometimes tracking information will not be available immediately, here are some reasons why:

• A delay in the updates from the tracking service, please allow some time for the tracking info to progress through the courier's systems.

In the unlikely event that your order has been lost in transit, we will do our best to replace it as soon as possible (subject to product availability). Please be aware that you must contact us within 60 days of the despatch date of your order if it hasn’t arrived via the postal service. Unfortunately, claims for lost in transit orders after this time cannot be accepted.

See our Terms and Conditions of sale.

If we are having difficulty processing your payment for a pre-order due to your payment method being declined, we will email you to ensure you don't miss out.

If you want to try again with a different card or confirm your details are correct by retrying your current card, please see your email or visit 'My Orders' from 'My Account'.

For Registered Account holders:

• Click the link in your email
• Sign in to your online account
• Click the 'Update Payment Details' button
• Select another payment card from your account or submit new card details. Remember to click the 'Resubmit Card' button after making your change.

For non-Account holders (Guest):

• Click the link in your email to create an account
  (This step is important to ensure the order is linked to your newly created account)
• Sign in to your new online account
• Select 'My Account' and 'My Orders'
• Click 'Order details' for the specific order
• Click the 'Update Payment Details' button
• Select another payment card from your account or submit new card details. Remember to click the 'Resubmit Card' button after making your change.

Please note: To protect your security and privacy, your bank can't provide us with information about why your payment was declined. Please contact your bank directly to solve these payment issues.

Funds will usually be charged to your card at the time of despatch, however, charges can be taken up to 7 working days before release date. 

When you place a pre-order, we may contact your payment card's issuing bank to confirm that the card you have used is valid. We do this by pre-authorising your card. 

Please note that this may show up as a pending transaction, which will expire after no longer than 10 working days.

If the price drops online on an item you have pre-ordered after you have placed the order, you will pay the lower price. 

If the price goes up on an item you have pre-ordered after you have placed the order, you will be charged at the original, lower price! 

You will never be penalised for ordering early, this is our Online Pre-Order Price Guarantee!

Don't panic! You will be able to use your Reward Card as proof of pre-ordering. Simply go in to store on launch day with your reward card and inform one of our team members that you have lost your receipt, they will be able to check our systems and make sure you get your pre-order.

You can keep track of your pre-orders using the GAME App, links to download the app can be found here.

• Store Finder

As long as your order is placed before 4pm on the day before release day and payment is processed without any issues, we would expect you to receive your game on release day.

Our orders are dispatched up until 5pm the day before release. When this happens, you will receive a shipping confirmation email.
Orders placed in-store can be collected from the date of release and will be reserved for up to 48 hours. Some of our stores offer a midnight launch, meaning you can get the game as early as possible, click here to find out more!

When will I be charged for my order?

For most products, you'll be charged at the time of despatch, however, charges can be taken up to 7 working days before the release date for pre-orders.

When you place a pre-order, we may contact your payment card's issuing bank to confirm that the card you have used is valid. We do this by authorising your card for £1.00. Please note that this may show up as a pending transaction, which will expire after no longer than 10 working days.

Can I change the payment method on my order?

Once your order has been placed, we’re unable to change your payment method. You would need to cancel your order immediately (before it leaves our warehouse), and then place it again using your preferred payment method.

You are, however, able to change the payment method on a pre-order and can do so by following the instructions here.

Why has my payment been refused?

Please contact your card issuer for details on why your card was declined, this information is not shared with GAME.

Where is my refund?

We will send you a confirmation email once we have processed your refund.

Please be aware that it can take up to 10 working days for the funds to show up in your account. 

For gift card refunds, we will send you a GAME Voucher, which you should receive in your inbox within 72 hours. Reward account refunds can also take up to 72 hours to show up on your balance.

Prices for items delivered within the EU include VAT where applicable (No. GB 190 3961 94).

VAT rates vary between countries, but we maintain one price for each item on our website regardless of the country and VAT rate. VAT on orders delivered to individuals within the EU is non-refundable and we pay VAT on your order at the applicable rate based on the country of delivery. We do not vary our prices based on the country of delivery.

If you are a business customer within the EU, are VAT registered and supply us with your full VAT number including country code then no VAT will be applied to your order.  However as we maintain one price for each item on our website you are not entitled to a refund for zero-rated VAT.

VAT isn’t charged on any order delivered outside of the UK and EU, and there is no entitlement to a refund for zero-rated VAT.

Online

Online payments can be made using;

• GAME Reward account
• GAME gift card (Maximum 3 per transaction)
• GAME voucher
• Visa, MasterCard, Maestro, or Solo debit or credit cards
• GAME Wallet
• PayPal

Please Note: We can’t accept payments using American Express. 

Gift cards & GAME Wallet can’t be used to make online pre-orders at this time.

Don’t forget! You can also trade-in your old games, consoles and devices onto your GAME Wallet or PayPal account using our Trade-in Online service. A great way to pay, save money and recycle your old stuff.

In-store

In-store payments can be made using:

• Cash
• Visa, MasterCard, Maestro, or Solo debit or credit cards
• GAME Wallet
• GAME Reward account
• GAME gift card

Please Note: We can’t accept payments made using American Express.

Don’t forget! You can also trade-in your old games and consoles to put towards anything in-store. A great way to pay, save money and recycle your old stuff.

What is PayPal Credit?

PayPal Credit is like a credit card, without the plastic. It’s a credit limit that sits alongside your PayPal account which you can use for your online purchases.

What credit offers are available?

A 0% interest offer you can use again and again: PayPal Credit’s 0% interest offer is better than just an introductory offer. Every time you spend £99 or more, you will automatically get 0% interest for 4 months on that purchase. *

Monthly instalments are available from 6 to 24 months on purchases over £299. These instalment offers allow you to choose a set number of monthly payments.

* The minimum payment due still applies to 0% offer balances. Any remaining balance due after the 4-month promotional period or any transactions under £99 will be charged interest at 21.9% p.a. (variable). In order to maintain the 0% offer, you need to keep up monthly repayments and stay within your credit limit.

How do I apply?

Applying for PayPal Credit is easy. Just click on the PayPal Credit button on our checkout page.

The application form takes minutes to complete. PayPal will then run a credit check and, if approved, you’ll have a credit limit linked to your PayPal account as soon as you accept your Credit Agreement.

You can use the credit limit granted to pay for today's purchase and future purchases at thousands of online stores where PayPal is accepted, up to your credit limit.

Do I need to reapply if I already have PayPal Credit?

If you already have PayPal Credit you do not need to reapply, just select PayPal Credit as your payment option at checkout.

Do I need to have a PayPal account?

Yes, however, if you don’t have a PayPal account, you can create one as part of the PayPal Credit application.

Signing up for a PayPal account is free and easy; all you need to do is provide your email address, create a password and accept PayPal’s User Agreement.

What do I do if I am unsuccessful in applying for PayPal Credit?

If you have been declined for PayPal Credit, PayPal will send you more information about why your application was unsuccessful. You can still use PayPal to complete your purchase.

What happens if I want to return the item I bought using my PayPal Credit?

Just return your purchase as normal and the money will be refunded to your PayPal Credit account.

What is the cost of PayPal Credit outside of promotional offers?

The Representative Example below shows the typical costs of using a PayPal Credit limit, without using promotional offers:.

Representative Example

• Purchase rate 21.9% p.a. (variable)
• Representative 21.9% APR (variable)
• Assumed Credit Limit £1,200

Subject to status. Terms and conditions apply. Game Retail Limited acts as a broker and offers credit from PayPal. PayPal Credit is a trading name of PayPal (Europe) S.à.r.l. et Cie, S.C.A., 22-24 Boulevard Royal L-2449, Luxembourg.

If you're experiencing issues downloading your game or software purchase, here are some common solutions that may help.

Try a different web browser

If nothing happens when you attempt to start your download, or if you see an error message during the download process, try using another web browser. Supported browsers include Firefox, Chrome, Internet Explorer and Opera. There may be a temporary issue or incompatible setting with the browser you originally used that's preventing the download.

You'll also need to make sure your browser has the Javascript plugin enabled. Open your browser's "Help" section for more information about Java. If you've installed other browser add-ons or plugins that work with Java (like Adobe Flash), you may want to try updating them as well. They could be causing issues with Java, or generally interfering with the download process.

Check your anti-virus software or firewall settings

In certain cases, your anti-virus software can block the download of a game or software from GAME.co.uk. You may need to add GAME.co.uk to your list of trusted sites, or allow downloads from GAME.co.uk if your browser displays a security warning. Also make sure your anti-virus and spyware software is up-to-date.

Note: Anti-virus software publishers frequently update their products, and may incorrectly identify downloaded games and software as harmful files. All GAME Games & Software Downloads go through a review process that includes virus and spyware scanning. If your download is flagged as harmful, you may need to contact your anti-virus software publisher to report the issue.

Check your Internet connection

Some network connections and secure VPNs have additional restrictions that may block your download. If possible, switch to a different connection and try your download again. If you’re downloading a particularly large file, we recommend using a stable and fast broadband connection.

Restart the download

Sometimes a download will stop unexpectedly due to intermittent connection issues. To restart your download, visit your account and click Download next to your selected game or software to start the process again. – confirm this is correct

Important: Before retrying your download, delete any previously downloaded files from your download folder, as well as any partial game or software files from your desktop..

If you are having problems redeeming your code please follow these steps.

• Check that you have entered the code correctly
• Check that the code provider is not having any system issues
• Make sure that you are trying to redeem the code in the correct location

Please be aware that most codes cannot be redeemed until the release date.

To return a Microsoft digital credit, the code needs to have not been redeemed. If you purchased the code in store, please return to the store with your proof of purchase and your code. If it was purchased online you can still return to a GAME store, alternatively please contact us using the button at the bottom of this article.

Please note we are not able to return Xbox Live subscriptions or Code-to-content.

The simple answer is yes. 

Any download games, subscriptions or add-ons on Xbox LIVE or PC at GAME.co.uk are for use in the United Kingdom. While they may work in other countries we cannot guarantee that all will.

PlayStation Network download games, subscriptions and add-ons will only work in the UK. 
Please note: we are unable to return digital download codes where regional compatibility is the issue in question.

If you have not received your digital download code, the first thing to do is check your junk email as this is sometimes where the email can end up.

Our download codes will usually be sent within minutes, however in some instances, orders are subject to authorisation checks, so there may be a delay in sending your activation email. 

If your code has not been delivered after 24 hours from the point of purchase please use My Downloads to resend your code.

1. Visit My downloads
2. Enter the email address you used when you purchased your download
3. Check your inbox for an email from us and click the unique link to your downloads
4. Find the code you want re-sent, click the > and select Get Code
5. We will then re-send your code to your email address - please make sure to check your junk/spam folders!

If your code is not showing please Contact us with your Order number and Email address and we will resend your code.

Please select your platform below for instructions on how to download and redeem your digital download code.

• PlayStation Network (PSN)
• Xbox Live
• Nintendo eShop
• Steam
• Uplay
• Origin
• GAME Elite

PlayStation Network (PSN)

1. Open a PlayStation Network (PSN) account (or use your existing PSN account).
2. Select the PlayStation^®Store icon on the PS4™ system home screen.
3. On PlayStation^®Store, select Redeem Codes at the bottom of the menu.
4. Enter the code.
5. Once the code has been entered correctly, select Continue on the dialogue box.
6. Select Confirm to accept the Trial Code Terms of Service.
7. Select Continue to complete code redemption.

Xbox Live

You can redeem all types of prepaid codes, including Microsoft gift cards and Xbox Live Gold subscription cards, on your Xbox One console and use them immediately. To do so, follow these steps:

1. Press the Xbox button to open the guide, and then select Home. Make sure you’re signed in to the Microsoft account for which you want to redeem the code.
2. On the Home screen, scroll right and select the Microsoft Store icon.
3. Select Use a code.
4. Use the onscreen keyboard to enter your 25-character code on the Redeem your code or gift card screen, and then select Next to finalize your redemption. Don’t worry about hyphens, the system takes care of those for you.
5. Once your code is redeemed, you’ll receive a confirmation message

Nintendo eShop

Steam

Before redeeming your code you will first need to register a Steam account;

1. Go to: https://store.steampowered.com/login
2. Click Join Steam
3. Follow the onscreen instructions to register

To redeem your code through your Steam account

1. Launch Steam
2. Click the Games menu at the top of the Steam window.
3. Choose Activate a Product on Steam.
4. Follow the onscreen instructions to complete the process.

Important: Ensure that you are activating your game through the Steam application. The Steam website cannot be used to activate a game. 

Uplay

Before redeeming your code you will first need to register a Uplay account;

1. Go to http://www.uplay.ubi.com/
   Download Uplay
   Install Uplay and follow the onscreen instructions to create an account

Please follow these instructions to redeem Product Code on Uplay:

1. Launch Uplay
2. Log in to your Uplay account
3. Click Activate Product
4. Enter your product code
5. Follow the on-screen instructions to complete the process.

Origin

Before redeeming your code you will first need to register an Origin account;

Your gift card pin can be found under the silver panel on the back of your card, to the right of the long gift card number. Just peel or scratch (carefully) the panel away to find your 4 digit PIN.

To spend your voucher online:

1. Add item(s) to basket
2. Proceed to Checkout
3. In the discounts section select ‘Redeem A Voucher’, enter the code and click Apply.
4. Continue checkout process.

Please note:

• Vouchers must be spent within 12 months of the date they are emailed.
• Voucher code(s) must be spent in one purchase, they cannot be split between two separate orders.
  If your order costs less than the total of your e-voucher, the difference will be lost.
  
  • It’s worth either adding more products to your order to use the rest of your e-voucher or, if using more than one e-voucher, remove one to save for later.
    Don’t worry – your basket will let you know if your voucher is worth more than your order.

To link your gift card to your GAME Wallet account:

1. Open the GAME app and select the account icon in the top right
2. Click the ‘Your Wallet’ Button
   
3. Click Manage Funds
   
4. Log in when prompted, and click ‘Manage’ on the gift card line of your wallet.
5. Select the "+" button & enter the 19-digit number gift card number on the rear of the card and 4 digit PIN from your gift card (found under the scratch-off foil panel)
   

Don’t have the GAME Reward App? Check it out here

If you’ve paid using a gift card and need to cancel your order, we’ll refund you by sending an e-voucher code. We’ll email this to you directly and this can be used online for up to 12 months after the email is sent.

Where can I use a GAME Gift Card?

You can use your gift card for full or part payment of any products (except pre-orders) on our website. The total will be taken from the balance on your gift card when you place your order.

If the total order value is less than the value of the gift card, any balance will remain on the card and can be applied to future purchases, provided that the card has not expired.

How do I use my Gift Card online?

Shop as usual on GAME.co.uk and then proceed to checkout. During checkout, you will be asked to enter 2 codes for each Gift Card you wish to use.

1. Enter the 19-digit number gift card number on the back of the card
2. Enter the 4-digit PIN from your gift card (found under the scratch-off foil panel) 
3. Click Apply & continue the checkout process.

For multiple gift cards, repeat the steps above.

If there is any balance to pay, you can use a debit or credit card in the usual way.

Please note:

• You can use up to 3 gift cards per order.
• Gift cards & GAME Wallet can’t be used to make online pre-orders at this time. You can, however, use Gift cards and GAME Wallet to pre-order in store.

GAME operates a 30 day Goodwill returns policy online

• Any product (excluding gift vouchers/gift cards*/digital downloads**) may be returned for refund or exchange within 30 days of the purchase date, providing that the seal remains unbroken.
  Faulty software, where the seal has been broken may be returned up to 3 months after the dispatch date or 12 months if preowned.
• Faulty hardware and accessories may be returned up to 12 months after the dispatch date.
• Hardware or accessories, purchased online, may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 30 days of the dispatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return. Digital codes included as part of a bundle must be unused and still hidden.
• Orders for TVs, Projectors, Laptops, Cameras and Mobile Phones purchased through our website may be cancelled up to seven working days from the day after the day on which they are received.
  
• A valid proof of purchase is required for any return.
  
• If sending the item back via our online service please remember to obtain proof of postage from the Post office at no extra cost to yourself.
• Our Goodwill returns policy does not affect your statutory rights relating to faulty or mis-described goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizen's advice bureau.

*GAME Gift Cards

• Cannot be returned or refunded, except in accordance with your statutory rights, for example in the event they are not of satisfactory quality.
• You have the right to cancel all or part of your order for a gift card at any time up to 14 calendar days after the day on which you place your order, provided none of the balance has been spent. Please note that if you cancel a gift card order you will not be required to return the physical gift card.

**Microsoft Digital Credit

• May be returned for refund or exchange within 30 days of the purchase date, providing that;
  
• You have valid proof of purchase and the receipt displaying the code; and
• The code has not been redeemed via Xbox Live

• Overview of your right to return a product
  • Goodwill Returns Policy. In 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. Click here for more information on our Goodwill Returns Policy.
  • 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. Click here for more information on how to exercise this right.
  • 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. Click here for more information on how to return a faulty product.

• your additional rights to return products purchased in-store and online
  • When does the GAME returns policy apply Online? We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:
    • the product is returned within 28 days of delivery;
    • you have a valid proof of purchase (which can include any of the following documents):
      1. Online Despatch note.
      2. Reward card record.
    • the product is returned in its original condition (unopened and unused). Please note hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
    • the product is in its original packaging and is sealed;
    • if you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
    • the product and/or digital content has not become mixed inseparably with other items after their purchase;
    • the product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
    • the product is re-sellable;
    • if returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
    • the customer is the original purchaser of the product;
    • in respect of Microsoft Digital Credit, 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
    • in our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
    • Pokémon Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  • When does the GAME returns policy apply In-store? We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:
    • the product is returned within 28 days of purchase;
    • you have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
      1. Receipt.
      2. Reward card record.
      3. Bank statement or credit card statement.
    • the product is returned in its original condition (unopened and unused). 
    • if you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
    • the product and/or digital content has not become mixed inseparably with other items after their purchase;
    • the product is complete and contains all component parts as purchased. Items purchased as part of a combined product (for example a combined hardware and games product) can only be returned if all items in the combined product are returned together;
    • the product is re-sellable;
    • products bought in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable uk/hc/en-gb/articles/360002358478exchange 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 respect of Microsoft Digital Credit, 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
    • in our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
    • Pokémon Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  • GAME Gift Cards. You cannot rely on the GAME returns policy for a refund or exchange of gift cards. This will not affect your statutory rights (for example in the event the gift card is faulty).
  • The GAME returns policy will not effect your legal rights. Please note that for the purposes of orders placed online, over the telephone, via email or mail order, our return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights (click here for more information on how to exercise your right to change your mind).
  • How to return your product under the GAME returns policy? Items purchased in store must be returned to a store. Items purchased online must be posted back to us at the address below. Please remember to obtain Proof of postage from the Post Office.

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

Please print and complete our Online Returns Form which asks for the following information:

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

Please note;

• No orders can be accepted by hand at the GAME Head Office all orders must be posted back.
• Orders with an order number ending with “/M” or if the order includes TVs, projectors, laptops, mobile phones or any other electrical items cannot be returned in-store.

• 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.game.co.uk/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.
• When will your refund for an Online purchase be made? Your refund will be made
  • within 14 days when returned to our refund department.

The 14 day right to change your mind, under the Consumer Contracts Regulations 2013, only applies to products purchased online, via telephone, email or mail order

• 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.
• When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
  • Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
  • digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
    1. you have a valid proof of purchase and the receipt displaying the code; and
    2. the code has not been redeemed via Xbox Live)
  • sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
  • any products and/or digital content which become mixed inseparably with other items after their delivery.
  • Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
• How to tell us you want to cancel. If you are exercising your 14 day right to change your mind, tell us you want to end the contract by doing one of the following:
  • Email. Notifying Us by email at cs@help.game.co.uk 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.
  • By post. Write to us at the address below to notify us that you wish to cancel your order, including the details set out above.
• 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, to us at the address below. Please remember to obtain Proof of postage from the Post Office.
    • Returns Department
      Game Retail Limited
      Unity House
      Telford Road
      Basingstoke
      Hampshire
      RG21 6YJ

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

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

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

• Who pays the cost of return. Where you are exercising your right to change your mind, you must pay the costs of return.
• How we will refund you. We will refund you the price you paid for the products and/or digital content (including any applicable outward delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below. Please note that payments made using a physical gift card at GAME.co.uk will be refunded as an eVoucher, which will be emailed to you.
• Deductions from refunds. If you are exercising your right to change your mind:
  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
  • We may reduce your refund of the price (excluding delivery costs) where you fail to return each component part (cables, memory sticks, etc.) and to take account of the reduction in value caused by any damage or missing components.
  • We may reduce your refund of the price (excluding delivery costs) if you wish to return a product purchased in a discounted or promotional offer. 
  • If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
  • 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.

Please print and complete our Online Returns Form and ensure it is included when returning your order or items back to us. 

We highly recommend that before you return to us a product you think is faulty that you visit the support centre of the relevant manufacturer. Some of the key manufacturers; Sony, Microsoft and Nintendo have excellent consumer support centres where you can find out information on known issues, get troubleshooting support and walkthrough guides and take advantage of their repairs portals. Here are some quick links:

• Sony
• Microsoft 
• Nintendo 

If you have any questions or complaints about the products bought online or in-store, and/or digital content please contact our Customer Service team by email at cs@help.game.co.uk and include the following information:

• Your order number
• The description of the item being returned
• Brief explanation of the fault
• Whether you require a refund or replacement

In-store purchases must be returned to store and Online purchases must be posted back to our returns department. 

How to return a faulty Online product.

If you wish to exercise your legal rights to reject a faulty product you must either return them in person to where you bought them or if purchased online post them back to us at the address below. Please remember to obtain Proof of postage from the Post Office.

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

All returns must include our returns form or 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 will pay the costs of return? 

We will pay the costs of return in the following circumstances;

• 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.
  • 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.
  • When your refund will be made. We will make any refunds due to you
    1. within 14 days when returned to our refund department

• Summary of your legal rights. We are under a legal duty to supply products and/or digital content that are in conformity with this contract. You are also entitled to certain key legal rights in respect of the products and/or digital content. For detailed information of these rights please visit the Citizens Advice website adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.

CHARGEWORX USB WALL CHARGER

MODELS: CX3111BK, CX3111BL, CX3111GN, CX3111WH, CX2602BK, CX2602BL

SKUs: 6877005, 6877013, 6877021, 6877047, 6877237, 6877245

Barcodes: 643620311004, 643620311028, 643620311035, 643620311165, 643620260104, 643620260128

The safety of our customers is very important to us, so we are recalling the above products as they do not meet the required standards and there is a risk of electric shock if handled incorrectly.

There have been no reports of injuries or incidents and we are taking this action as a precaution.

These items were sold in stores between 01/05/2017 and 23/02/2018 in various colours as above, both individually and as part of a package with a car adaptor (The car adaptor is safe to use)

If you have bought one of these items please discontinue use immediately as a precaution.

Please visit your local GAME store where they will be happy to provide you with a refund 

We're very sorry for any inconvenience or disappointment this product recall may cause you

There have been no reports of injuries, however, the adaptor does not show the correct markings or meet the required specifications.

This item was sold in stores and online between 12/05/2017 and 21/02/2018.  If you have bought one of these items please discontinue use immediately as a precaution.

Please contact any GAME store to obtain a refund.  If purchased online you can also contact our customer services team who will be happy to help arrange a return.

We're very sorry for any inconvenience or disappointment this product recall may cause you.

Product Link

SAFETY RECALL NOTICE

TRUST RYON GXT705R GAMING CHAIR

MODELS: 22256 / 23205 / 23288

SKUs: 798993  /  798996  /  798999

Barcodes: 8713439222562  /  8713439232059  /  8713439232882

The safety of our customers is very important to us, so we are recalling the above products as they do not meet the required UK safety standards and they pose a potential fire risk

There have been no reports of incidents or injuries and we are taking this action along with the manufacturer as a precaution and to ensure compliance with UK standards

These products were sold on our website between 14/07/2020 and 04/06/201 in the various colours as above

As a precaution if you have purchased one of these products, please discontinue its use immediately and take care to keep it away from sources of ignition including, cigarettes, fires and other naked flames

If you have purchased one of these chairs from GAME between the dates above and have not received an email around the recall, please contact your GAME customer services on https://helps.game.co.uk/en/support/home#contact to discuss the next steps.

GAME and Trust take the safety of our customers extremely seriously.  We would like to apologise for any inconvenience or disappointment this product recall may cause

Oculus have released an important safety notice that you can read here on their community page around the Quest 2 foam facial interface.

They also have a dedicated page with a short statement, how to order a free silicone cover and how to to contact Oculus Support if necessary. 

If you changed your email address in-store or by calling our customer service team, this will only have changed your email on your reward account, not your GAME Account.

1. Sign in using your old email address as your username
2. Go to My Account
3. Go to Change Username

Please note: You can only change your user name on a GAME Account ID. If you have logged in using a Social Federated ID (E.g Facebook, Microsoft, etc.) You will not be able to change your user name.

You can sign up for a GAME account in 3 ways:

1. Download and register on the GAME App
2. Sign up at game.co.uk
3. Sign up at gamewallet.co.uk

When you register for a GAME Account you will have a reward Account number created at the same time. This means you will be able to earn points in our store locations too by either scanning your GAME App or providing your details to the cashier.

Please note: If you already have a Reward card from our stores this does not mean you have a GAME account, only a reward account. To link your reward card to a GAME account, follow the registration steps in any of the channels above and during registration under the GAME Reward section, change the button from 'Create new Reward Card' to 'Link an existing Reward Account' and then enter the 13-digit Reward number from your Reward card.

If you have lost your Reward Card and don’t know your number, then please either pop in to store or contact our Customer Service team who will be happy to assist.

GAME may wish to contact you regarding offers and information about goods and services that are provided by GAME or other GAME group companies. To change the way you are contacted, please click here or select 'Newsletter Settings' from 'My Account'.

To learn more about how we use your data see our privacy policy. You are able to unsubscribe at any time!

I’ve forgotten my password for my GAME Account, how do I reset it?

1. Click the 'Forgotten your password' link under the sign in button
2. Enter your email address and click 'Send Email'. If you have not received your email this could be for a number of reasons, please see below)
3. Keep open the page on your web browser and go get the code from the email just sent to you.
4. Enter the code and then create a new password and click 'Change Password'
5. On the confirmation screen click Sign in to take you back to the Sign in page.
6. Enter your email and new password. Sometimes your old email and password credentials may have auto-populated the sign in fields. Delete the password out and re-type the one you just set.

I did not receive my reset password email?

If you didn’t receive your reset password email, it could be one of the following reasons:

• It’s gone into your junk mail. Please check your junk mail just in case
• The email entered does not match an email associated with a GAME ID (This would include if you have in the past, registered in with a Federated ID) For Example, if you registered with a Facebook ID, that email is not stored on GAME systems. So if you try to enter the email on your Facebook account to try and sent a reset password, it will not work. Instead, simply just click the Facebook icon on the sign in screen to go straight into your GAME Account.

If you already have a Reward card from one of our stores this does not mean you have a GAME account, only a Reward Account.

To link your Reward Card to a GAME Account, follow the registration steps in any of the channels below and during registration under the GAME Reward section, change the button from 'Create new Reward Card' to 'Link an existing Reward Account' and then enter the 13-digit Reward number from your Reward card.

If you have lost your Reward Card and don’t know your number, then please either pop in to store or contact our Customer Service team who will be happy to assist.

GAME Reward is our way of rewarding you with every purchase you make from GAME, both online and in store. Every time you shop with us, you earn Reward points which can then be used for future orders.

You can redeem your points on any purchase made online as well as in GAME Stores to reduce the cost of whatever you want to buy.

Once your Reward account is linked to your online GAME account you can redeem them against the purchases you make online.

Simply add the product(s) you want to purchase to your Basket and go to Checkout as normal, then type in the number of points you wish to spend into the Reward Points box in the Checkout. Just make sure you log into your GAME Account first!

You can find your Reward number on your;

• Reward Card: 13 Digit number located on your Reward Card
• GAME Reward App: Click ‘Icon in top right’, then click ‘Your Wallet’ and the 13 digit Reward number is shown below your Balance.
• Online account: Sign in, Go to ‘My Account’, Click any option, then on the left hand side navigation, scroll to the bottom and select ‘Reward Balance’

If you have a Reward Card or Account from one of our stores and do not have a digital GAME Account you can link these by following these steps;

1. Click here to go to the registration page and create a new GAME account
   
   
2. You will receive a verification code via email, confirm your email by typing in the code. If you have not received the email, please check your junk, spam or other folders.
   
   
3. Complete the rest of your details.
   
   
4. Under the GAME Reward section select 'I have a Reward Account' and enter your 13-digit Reward number.
   
   
5. Click REGISTER

To find out the points balance on your Reward Account you can:

1. Go to Store: Pop into any GAME Store and ask a member of staff
2. Check the App: Sign-in to your GAME Account
3. Sign-in Online: Sign-in to your GAME Account

Please note: You cannot earn Reward Points on the following products and services - GAME Gift Cards and eVouchers or any postage costs.   

Go to Store

You can find out your points balance by either having your Reward card swiped in-store or by providing a member of staff with your details so they can look it up on the system.

Please note: We cannot redeem any points on a transaction for lookups, to redeem we need the physical card. If you have lost the card, then please ask the staff member to provide you with your reward number and download the GAME App to link your reward number to it, which will allow you to continue to spend your points. 

Check the App

If you already have the GAME App

1. Open the App
2. Click ‘Icon in top right’
3. Click ‘Your Wallet’ and the balance is shown in the breakdown within your Wallet. The total balance fund is a mixture of Reward points, any linked gift cards and any top up or trade-in credit

If you don’t already have the GAME App

1. Download the GAME app
2. Complete registration. Where it says GAME Account, select 'Link Existing Reward Account' and enter your 13-Digit Reward number
3. Follow the steps above to sign-in
   

Sign-in Online

1. To sign-in, go to ‘My Account’, click any option, then on the left-hand side navigation, scroll to the bottom and select ‘Reward Balance’

 Please note: the amount shown in the header when you sign-in is your total GAME Wallet balance, which includes Reward points, any linked gift cards and any top-up or trade-in credit.

To become a GAME Reward member you can sign-up in several ways:

• In store: You can either download the GAME App (this creates a GAME Account which includes GAME Reward and GAME Wallet) or you can sign up at the till in-store, however, this will only be a Reward Account. If you decide to create a GAME Account, you will need to link your Reward Card to the account during registration. For more details check out our GAME Account FAQ.
• Online: You can either sign-up for a GAME Account here or, when you complete a transaction online simply decide on a password & create a GAME Account (we will create and link a reward account to it for you too).
• At home: Download the GAME App, if don’t already have a reward account, it will create one for you. If you do have an account or card you can simply link it to the App during registration.

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

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

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

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

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

WHY DO MY EXTRA POINTS NOT DISPLAY ON MY RECEIPT?

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

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

WHEN WILL I RECEIVE MY BIRTHDAY GIFT?

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

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

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

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

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

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

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

ARE THE SAVINGS INSTANT FOR GAME ELITE?

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

Exclusive discounts to products and services are applied immediately.

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

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

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

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

Simply login to membership.game.co.uk to see all the points and benefits you have earned as a GAME Elite Member.

Yes. Providing you cancel within 30 days of purchasing the code and providing the code has not yet been activated, you will receive a full refund.

Please note: After 30 days or after the code has been activated, we are unable to refund your GAME Elite membership. 

However, don’t forgot ‘Our promise to you’ You can’t lose. If you have been a member for 12 full consecutive months, and you receive less points back from purchases than the fee you have paid for your membership for those 12 months, we will give you the difference back in points.

Our promise to you – you can’t lose. If you have been a member for 12 full consecutive months, and you receive less points back from purchases than the fee you have paid for your membership for those 12 months, we will give you the difference back in reward points.

To become a GAME Elite member you need to be :

• Over 18
• A UK resident
• Agree to the membership terms and conditions

So long as you meet these criteria you will be eligible to become an Elite member.

Note: If you have been contacted to say you are not eligible for the Elite membership this may be due to activity on your account that allows us to reasonably suspect a membership will not be used in good faith. This may include bulk purchases, allowing others to use your membership, buying multiple products with the intent to resell or any other activity that suggests use of our services that are not in good faith.

It will take at least 24 hours for Elite points to be applied from an order or an activation.

If you have waited 24 hours and still do not have your points please ensure:

• You are an active Elite member here
• You purchased a product that is eligible to receive Elite points

Please note: GAME Reward points will be not earned on products where points have been redeemed as payment or part payment for that product.

When you purchased your Elite membership you will have received a 20 digit code. To redeem your code please follow these steps:

1. Visit membership.game.co.uk/redeem
2. Login or register
3. Enter your 20 digit code (this will be emailed and/or included on your receipt if purchased in store)
4. Complete the steps on screen to start your Elite membership!
5. Your membership has now started! 

Note: If you have purchased an Elite membership, but have not yet received, or you have lost your printed receipt please visit this article

If you have already redeemed your Elite membership code and want to know the date it started, go to membership.game.co.uk/redeem to view your start date and other key information about your membership!

How do I change my accounts details on my Direct Debit

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

How much notice do I need to give to cancel my Direct Debit?

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

 How do I cancel my Direct Debit membership?

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

GAME Reward is free and offers 1% reward points on all trade-ins and purchases, with the exception of gift cards & mobile game downloads.

GAME ELITE costs just £36 per year (that’s only £3 per month!) and offers 10% reward points back on physical games, merchandise and accessories. 2% points back on consoles, PC, VR phones and tablets, 2% points back on trade-in and 2% on digital. Also exclusive offers and a birthday gift.

To find out more please visit here

Terms and Conditions: Get 1996 Elite Points (worth £4.99) when you buy something online that incurs a delivery charge if you are an active Elite customer. Your points will be awarded within 48 hours of shipping online. Offer available between 16/07/21 and 15/10/21 subject to availability. If placing a pre-order online that is released on or before the 15/10/21, you will be awarded your delivery charge back in points within 48 hours of your pre-order shipping.

Promotion can only be used for one qualifying transaction per day. If you spend more than £4.99 on delivery a maximum of only £4.99 will be awarded. GAME Elite account must be used in the transaction. This offer has no cash value and cannot be exchanged for cash. GAME reserves the right to amend or cancel this offer at any time. This offer cannot be used in conjunction with any other offers and is not available for trade buyers or anyone representing a trade buyer. This does not affect your legal rights. GAME Elite terms and conditions apply, see full terms & conditions for more detail at help.game.co.uk/membership-terms

GAME Wallet is part of your GAME Account. It is essentially purse (or wallet) for your GAME funds, combining your Reward points, GAME gift cards, and trade-in credit all in one handy place. You can even top up your GAME Wallet by using a credit or debit card.

No need to worry about remembering your cards when you shop; with GAME Wallet through the GAME app, just show your phone in-store to use your credit, earn points, and more. You can use GAME Wallet to pay Online or in store.

Don’t forget – every time you shop using your GAME Wallet, you’ll earn Reward points.

As long as your gift card is linked to your GAME Wallet, you’ll still be able to spend the rest of your balance.

If you think your card has been stolen, contact our Customer Service team as soon as possible so we can block the card and reduce the disk of unauthorized transactions.

To link your gift card to your GAME Wallet account:

On Desktop

1. Sign-in here
2. Click 'Manage' on the gift card line
3. Click the '+' button to add a new gift card, and input the 19 digit number and 4 PIN from your gift card

On GAME App

1. Open the GAME app
2. Click the profile button in the top right hand corner
3. Click 'Your Wallet'
4. Click 'Manage Funds'
5. Sign-in
6. Click 'Manage' on the gift card line
7. Click the '+' button to add a new gift card, and input the 19 digit number and 4 PIN from your gift card

If you don’t have the GAME App, download it here.

GAME Wallet is included as part of your GAME Account. So if you already have a GAME Account with us you can check out your wallet balance by either signing into the GAME App with your GAME Account or sign in here.

If you only have a GAME Reward Card but not a GAME Account or no account at all, either:

• Download the GAME app and follow the sign-up instructions. If you already have a reward card be sure to add this number during the sign-up process to link your card.

Or

• Sign-up here

If you want to use GAME Wallet in-store, you will need the GAME App, so it’s well worth downloading.

GAME accepts most consoles, games and gaming accessories. However, trade-in items are always at the discretion of the Store Manager. For further information, we recommend visiting your local GAME Store.

Please note: we no longer accept retro consoles and games (including PlayStation 2, GameCube, Gameboy, or older).

You can check what your items are worth by:

• Using our Trade-In Price Checker online 
• Scanning your game using the GAME app
• Visiting your local GAME store for a quote

Please note: we no longer accept retro consoles and games (including PlayStation 2, GameCube, Gameboy, or older).

To trade-in in a GAME store:

1. Take the items you wish to trade in to store (please see below the ID you will be required depending on whether you want cash or credit)
2. Our friendly staff will check the condition of the items and test if required
3. They will then scan the items and give you a quote
4. If you are happy with the quote, the funds can be put on your GAME Wallet, a gift card, or against a purchase there and then. You can also take the cash but please be aware that the cash value is usually lower.

Alternatively, you can use our online trade-in portal to send your items to us. 

What ID do I need to trade in?

For trade-in credit, a photo ID (a valid passport, driving license, military, or government recognised photo pass card) Please note: For phones or tablets you will also require a domestic bill dated within the last 90 days.

For cash, you need photo ID AND a domestic bill dated within the last 90 days showing the same address as on your ID.

Please note that some locations may require additional Identification due to local authorities rules.

Getting the most out of your trade-in

If you are not already, it is worth considering signing up to GAME Reward, our reward card programme, this will make the trade in process quicker and you can even earn points on your trade-in.

If you download the GAME App, you can put your trade-in credit straight onto your GAME Wallet which means all your GAME credit is in one place and you can even use it online. Please note, however, GAME Wallet funds and gift cards cannot be used for online pre-orders at this time.

Unfortunately, we do not offer trade-in for faulty items.

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

To make sure we can accept your console we perform a series of checks. It’s worth running through these yourself to ensure your console will pass the trading in checks to avoid any unexpected disappointment.

• Is unit in good condition?
• AV/HDMI Cable present and in good condition
• Power cable present and in good condition
• Appropriate hard drive present
• Controllers in good condition
• Does the unit power on?
• Does the controller connect to the hardware?
• Does the unit load disc based software?
• Do all controller functions work?
• Does the unit play a movie discs? (if applicable)
• Are parental controls / passcodes / security disabled?

The amount you can earn will depend on the condition of your device. Please see our guide below to see how we will grade your device.

To make sure we can accept your device we perform a series of checks. It’s worth running through these yourself to ensure your device will pass the trading in checks to avoid any unexpected disappointment.

• Is unit in good condition?
• Power cable present and in good condition
• Does the unit power on?
• Charge test
• Call test
• Button/touch test
• Wi-Fi and blue tooth test
• Camera and flash test
• 
  
• Moisture indicator test
• 
  
• Are parental controls / passcodes / security disabled?
• 
  

In-store, you will need:
The items you want to trade-in

• If you are trading in for cash, you will need photo ID AND a utility bill from the last 3 months showing the same address as on your ID.
• If you are looking to trade-in a mobile or tablet, you will also need the same ID as above.

If you are not already, it would also be worth signing up for our reward card programme as this will make the trade in process quicker for you and you’ll earn points on your trade-in.

If you download the GAME App, you can put your trade-in credit straight onto your GAME Wallet which means all your GAME credit is in one place and you can even use it online. Please note, however, GAME Wallet funds and gift cards cannot be used for online pre-orders at this time.

All pre-owned games sold online are cleaned and tested to ensure they are in full working order with no scratches. They are presented in the correct case and will include the manual wherever possible. Cases are cleaned or replaced if necessary.

For Pre-owned games sold in store, these are checked upon the point of trade in and go through a similar cleaning process.

Sadly No.

As many PC titles come with CD keys to play, this registers the copy of the game to a specific machine and can't be transferred. This essentially prevents us from being able to offer pre-owned PC games.

You can however get great value Digital PC titles here

Consoles, phones and devices we buy and sell are graded according to their cosmetic condition and whether any additional accessories are included.

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

No. All pre-owned games are checked at the time of trade-in, and only games that meet our quality standards - or can be reconditioned to meet them - will be accepted.

Yes. 

The same trade-in price is offered on a given make and model of device regardless of how many previous owners a device has had, as long as it is still fully functional and in an acceptable condition.

All of our Pre-owned phones & tablets go through a thorough screening and testing process to make sure that they're up to our high standards.

Each phone & tablet is cleaned, refurbished and rigorously tested to make sure that they're as good as new.

After that, we repack each phone & tablet into brand new custom-made boxes, complete with all the bits you'll need to get going straight away. So when you buy Pre-owned phones & tablets from GAME you can be sure that it will be a well-tested, high-quality piece of tech.

For preowned phones sold in our store locations, these also go through a thorough screening and testing process to make sure that they're up to our high standards.

Unfortunately, the answer is usually no.

Some games have special content that can only be accessed by the original owner and can't be included when the game is traded in. For some games this extra content can be accessed by an 'online pass', but this can come with an extra charge from the publishers of the game to do so.

All of our Pre-owned consoles go through a thorough screening and testing process to make sure that they're up to our high gaming standards!

Each console is cleaned, refurbished and rigorously tested to make sure that they're as good as new; our team of technicians give each console a thorough cleaning, eliminating dust, damage, and any trace of the previous owner!

After that we repack each console into brand new custom-made boxes, complete with all the bits you'll need to get gaming straight away. So, when you buy Pre-owned consoles from GAME you can be sure that it will be a well-tested, high quality piece of hardware!

For pre-owned consoles sold from our store locations, these too would have been thoroughly tested as part of the trade in in process and are cleaned up and re-packaged ready for re-sale. 

If we don't have the original packaging, then a custom-made box will be used. As with mint (new) hardware, we ensure that consoles come with a controller and all the cables you need to get going.

Arena Time can be used to pay for any Pay2Play activity in the Arenas, including Arena Clash and community nights. Arena Time cannot be used to pay for Parties or Arena Hire, or any of GAME’s retail catalogue.

You have 12 months from the date you purchased a top-up of Arena Time to spend those credits before they expire. If you purchase a gift code, you have 6 months to redeem the code, and then the Arena Time will last for 12 months from that date.

You can buy Arena Time at www.gamewallet.co.uk or in store.

You can see Arena Time in your GAME App, or at www.gamewallet.co.uk

A brand new currency to allow you to book in our Belong Arenas for less than it would cost you to pay with cash. If you purchase a top-up of £25 or more, we will give you additional free credits – you can see the free credits in your GAME Wallet. To find out more about Belong Arenas please visit www.Belong.gg

Xbox All Access is your all-inclusive pass to Xbox. Get an Xbox Series X or Xbox Series S, plus 24 months of Xbox Game Pass Ultimate, from £20.99 a month for 24 months.^{^}

Enjoy an instant library of over 100 high-quality games for console, PC, join friends with online multiplayer.

Plus, experience all new Xbox Game Studios titles the day they release. With no upfront cost and everything you need to play, Xbox All Access is the best value in gaming.

For more information please visit here. 

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations, you may cancel your order up to fourteen (14) days after delivery of the order to you (or in the case of a multiple order, delivery of the last part of the order). Except that, orders for digital downloads cannot be cancelled once the download has started. This does not apply to Microsoft Digital Credit which may be returned in line and according to our Returns and Refunds policy.

You may cancel your order by contacting Us by email to cs@help.game.co.uk or post

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

Or, alternatively, by returning the products to any GAME Store, in accordance with the following provisions.

Unless items are damaged or faulty when delivered, you may only cancel your order if:

1. in the case of new software the items are as new, in a saleable condition, unused, undamaged and still in the original sealed packaging with the seal still intact;
2. in the case of new hardware, the items are as new, in a saleable condition, unused (except to the extent reasonably necessary to examine them), undamaged and contain every component part (cables, memory sticks etc.). If you are unable to comply with these requirements, you may still return the hardware item to us but We may make a deduction from your refund to take account of the reduction in value caused by any damage or missing components; and
3. in the case of pre-owned software and/or hardware the items are in the same condition they were in when We delivered them to you, have not been used by you (except to the extent reasonably necessary to examine them), are undamaged and, in the case of any game or other computer software, provided that it is still in the original sealed packaging (if applicable).

The Consumer Contracts (Information, Cancellation & Additional Charges) Regulations do not apply to Financial Services.

If you are cancelling an item purchased in a discounted or promotional offer or as part of a combined product (for example a combined hardware and games product), all items purchased in any offer or combined product are part of the same contract and have to be returned if you wish to receive a full refund. If all the items are not returned the refund will be adjusted accordingly. To partially cancel your order for a combined product you will need to contact our Customer Services team.

Please take reasonable care of the goods, we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied if the loss is the result of unnecessary handling of the goods by you.

Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

All products should be returned to us by post at the address above within 14 days of cancelling your order. You will have to bear the direct cost of returning the products to us unless you are returning a faulty item. If you are returning a product to us because it is faulty, please see our Returns and Refunds help page for further details.

Disc Repair is a service we offer our customers in-store to repair scratched discs. They don’t have to have been bought from GAME. If you have a disc that needs repairing, we can help.

Key benefits:

• Repair scratched discs
• Not just for games. Disc repair is also available for music CDs, DVDs & Blu Rays

How does it work?

Simply take your disc(s) into your local GAME store as ask to have your disc repaired. Depending on the severity of the scratches, the process can take anything from 2-8 minutes per disc to repair using our repair machine.

How much does it cost?

£2.99 per disc repair or 3 disc repairs for £5

£1 per disc if cleaning for trade in

What if my disc cannot be repaired?

Some discs may be too damaged to repair and our sales staff will advise this prior to a repair attempt, in the instance where you consent to continue with a repair and the disc is still damaged post the process then the original repair fee will still be charged

What cannot be repaired under by Disc Repair?

Memory cards and cartridges are not covered

The process for our phone repair service is:

1. Pop into a GAME store with your device
2. Our staff will enter your device details onto our repair system to provide a quote
   If you are happy to proceed, your device is sent to our repair centre where our experienced technicians inspect and repair the device.
   The device is then returned to store. Once it has arrived you will receive a notification
   Pop in to store, pay for the repair and collect your device

Please note: once our technicians have inspected your device they may note extra faults – in this instance you will be contacted to authorise any extra costs before proceeding.

You can check store stock online by following the steps below;

1. Find the item you wish to check stock for
   On the right hand side of the page you will see a section that allows you to 'Enter postcode'
2. Enter your postcode and click CHECK
   You can toggle between New & Pre-owned to check stock availability and price.
3. If the item is eligible for reservation, the RESERVE AT THIS STORE button will appear in the top right of the window.
4. Enter your email and mobile number and click CONFIRM RESERVATION

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

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

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

Who do I contact?

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

How long will it take?

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

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

What if I'm unhappy with the outcome? 

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

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

FOS Contact details

Website:  https://www.financial-ombudsman.org.uk/

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
or you can write to: 
The Financial Ombudsman Service
Exchange Tower,

Harbour Exchange Square
London, E14 9GE

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

What is a digital Scam?

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

• You owe money to HMRC? 

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

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

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

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

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

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

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

Steam Wallet Gift Card Scam - General information for customers

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

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

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

You can contact Action Fraud to report a crime by calling 0300 123 2040 Monday to Friday 8am - 8pm. If you are calling from abroad please call +44 300 123 2040.

Age UK  can offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. They can be contacted on 0800 169 6565.

Action on Elder Abuse can also offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. They can be contacted on 0800 069 9784.

If we do not resolve your complaint internally to your satisfaction, you can refer it to your local Citizens Advice or an alternative complaints body such as The Retail Ombudsman (www.theretailombudsman.org.uk), should you wish to use such a scheme.

Please note, whilst, we are not bound by the dispute resolution procedure they operate as we are not a member of their organisation, we would, of course, cooperate to the extent we are able to do so with the complaints process they follow.

Visit the Online Dispute Resolution platform

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

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

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

First and foremost, we would like to apologise for any inconvenience caused during these unprecedented times.

As we continue to follow government guidance, we’ll ensure to publish any updates to our current offering as and when they are available through this page. Please do continue to check back.

COVID19 RISK ASSESSMENTS

Stores

Distribution Centre

Head Office

BELONG

COVID19 Secure Certificate

SHOPPING ONLINE

You can shop with us online as our home delivery services are running as normal. Please see below for information about deliveries.

DELIVERIES

RETURNS

For more information about returns click here.

Please note: No orders can be accepted by hand at our Head Office. All orders that need to be returned must be posted in line with our Returns Policy. Any customers arriving onsite will be turned away. 

STORE - Opening Times and Closures

 Visit https://storefinder.game.co.uk

CHANGES WHEN YOU ARE INSIDE OUR STORES

• We're limiting the number of customers allowed in our stores at any one time
• We've added markers to help maintain the 2-metre social distance rule
• We strongly encourage the use of our Click and Collect or Click and Reserve Services
  • You can browse all products on game.co.uk
  • Please wait until you have received an email or text from us indicating that your reservation/order is ready to collect before heading into the store

PROTECTING OUR STAFF AND CUSTOMERS

We have added Perspex screens at the tills to minimise contact between staff and our customers. We have supplied staff with masks, gloves, face guards and hand sanitiser.

CONTACTLESS PAYMENT

We are advising our customers to use contactless cards or mobile payments when possible. Please be aware of the new contactless spend limit of £45.
To further reduce contact, we advise you download the free GAME App where you can have your Reward Card on the App, enabling us to reduce handling of physical Reward cards.

TRADE-IN & PRE-OWNED SERVICES

We've taken steps to change our Trade-In and Pre-owned services:

• We have supplied staff with masks, gloves, face guards and hand sanitiser
• We are asking the customers to place their products they are wanting to Trade-In on the counter and advising customers to step back while the staff member picks the items up and checks the products
• All Trade-In products will be wiped clean with alcohol wipes
• All the traded in stock will be isolated for 3 days before going out on sale

Please be patient with our staff during this time as the Trade-In process will take longer than customers are normally used to, but this is to ensure the safety of our customers and staff.

CUSTOMER SERVICES

Our customer service team are doing everything they can to get back to all customers as soon as possible. 

We have a wide range of FAQ's in our online help centre which can usually help with most questions.

To contact GAME Customer Service click here.

If you didn't find your answer in our FAQ's, please use our Live Chat service or send us an email. It might take us a little longer than usual to reply to emails but we will aim to reply within 5 working days.

Live Chat Opening Hours

Monday to Friday: 8:30am to 9:30pm
Saturday and Sunday: 9:30am to 5:30pm
Christmas Day: Closed

GAME Technical Product Support Guides

Need help with setting up or troubleshooting your new purchase?

Product Support Guides

Please click here to view our privacy policy.

Please click here to view our Promotional Terms & Conditions.

IMPORTANT: These Terms of Use set out the agreement between you (“you”) and GAME Retail Limited (“GAME”, “we” or “us”).

You must read and accept these Terms of Use before you access and use the GAME Wi-Fi service (hereafter referred to as "GAME Wi-Fi"). By continuing to used the GAME Wi-Fi service you agree to be bound by the terms and conditions set out below.

GAME's Privacy Policy forms part of these Terms of Use. You should read the Privacy Policy carefully before agreeing to these Terms of Use. The privacy policy is available by clicking here.

If you have any questions about these Terms of Use or the GAME Wi-Fi, please contact us by clicking here.

If you are aged under 18, before you access and use the GAME Wi-Fi, please ensure that you have your parent/guardian's consent and ensure that they and you have read and agree to these Terms of Use.

The GAME Wi-Fi will enable you to access the internet, to send and receive data through our wireless broadband network and to send data through the internet using wireless technology that we make publicly available for free of charge for a limited period. We reserve the right to monitor and control data volume and/or types of traffic transmitted via the services.

1 WARRANTY

The GAME Wi-Fi is provided on an "as is" and "as available" basis and GAME does not warrant that the GAME Wi-Fi will be uninterrupted or error-free.

2 USE OF GAME WI-FI

You agree that:

2.1 You are responsible for ensuring that any equipment that you use to access the GAME Wi-Fi is adequately protected against viruses.

2.2 The GAME Wi-Fi may be impaired by geographic, atmospheric or other conditions or circumstances beyond our control.

2.3 You shall ensure that you use the GAME Wi-Fi in a reasonable manner and do not abuse it. You accept that GAME may restrict your ability to use the GAME Wi-Fi if you use it in an unreasonable and/or excessive manner.

2.4 You are wholly responsible for your use of the GAME Wi-Fi. You accept that we have no control over the information transmitted via the GAME Wi-Fi and will not be responsible for such information, except as expressly specified otherwise in these Terms of Use. Whilst we reserve the right to monitor use of the Game Wi-Fi we do not examine the use to which you put on the service or the nature of the information you send or receive. We have no obligation to compensate you for such information and/or such use.

2.5 You accept that we have the right to restrict access to any inappropriate content on the GAME Wi-Fi, such as adult and/or illegal content. You hereby agree not to access or attempt to access such adult or illegal content using the GAME Wi‑Fi.

2.6 You are responsible for the way the GAME Wi-Fi is used. You must not do any of the following acts or allow anyone else to do the following acts via your device in relation to the GAME Wi-Fi:

2.6.1 send a message or communication that is offensive, abusive, defamatory (damages someone's reputation), obscene, menacing or illegal;

2.6.2 cause annoyance, nuisance, inconvenience or needless worry to, or infringe the rights of, any other person;

2.6.3 perform any illegal activity;

2.6.4 break, or try to break, the security of anyone else's equipment, hardware or software;

2.6.5 deliberately receive, use, own, post, transmit or publish obscene material (including, but not limited to, child pornography);

2.6.6 upload, download, post, publish or transmit any information, material or software that is protected by copyright or other ownership rights without the permission of its owner;

2.6.7 you must not use the GAME Wi-Fi in a manner that will or is likely to adversely affect how we provide it to you or any of our customers.

2.7 You must, at all times, ensure that the way you use the GAME Wi-Fi does not break the law or the rights of any other person.

2.8 If we reasonably believe that you have breached clause 2.6of these Terms of Use or that you have misused the GAME Wi-Fi in any way, we may take immediate action to deny you access to the GAME Wi-Fi without any further notice to you.

2.9 You agree to take responsibility for all liabilities, claims and losses which are in any way connected with your misuse of the GAME Wi-Fi under these Terms of Use and you agree to repay to us in full any costs and/or losses of which we may suffer as a result of such misuse.

2.10 The GAME Wi-Fi enables you to access third party content and services (some of which may require you to accept additional terms and which may be subject to fees), and you agree that we are not responsible for any such third party content or services.

2.11 We do not guarantee the security of the GAME Wi-Fi and you hereby agree to use the GAME Wi-Fi at your own risk. You shall ensure that you have adequate security to prevent unlawful access to or use of the GAME Wi-Fi, access to your computing equipment or disclosure of confidential information.

2.12 You hereby accept that we do not guarantee nor are we responsible for, the security, integrity and confidentiality of the information, files and data that you exchange or may wish to exchange.

3 LIABILITY

3.1 GAME will not be liable to you for:

3.1.1 any direct loss, loss of profit, revenue, time, anticipated savings or profit or revenue, opportunity, use, business, wasted expenditure, loss arising from disclosure of confidential information, loss arising from or in connection with the use of the GAME Wi-Fi or inability to use or access the GAME Wi-Fi whether or not we were advised in advance of the possibility of such loss or damage;

3.1.2 any indirect loss or any loss which is not a reasonably foreseeable consequence of our negligence or breach of these Terms of Use (including loss of profits, business, revenue, contracts or anticipated savings, wasted expense or any other purely financial losses);

3.1.3 lost, delayed or destroyed data or software; or

3.1.4 any business loss (including loss of profits, business, revenue, contracts or anticipated savings, wasted expenses or any other purely financial losses) even if such loss was reasonably foreseeable or we had been advised of the possibility of you incurring such loss.

3.2 We are not responsible for any misuse of your username and/or where applicable, your password.

3.3 We will not be liable to you for the accuracy, completeness, fitness for purpose or legality of any information accessed, received or transmitted using the GAME Wi-Fi, or for transmitting or receiving, or failure to transmit or receive, any material through the GAME Wi-Fi.

3.4 If you deal with any other individuals or organisations using the GAME Wi-Fi, we will not be involved in those dealings. We will not be liable in any way for any loss, costs or damage you have to pay for.

3.5 We will not be liable to you for the contents of any material from other individuals and/or organisations which may be accessed through the GAME Wi-Fi. We also reserve the right to block access to any such material.

3.6 Nothing in these Terms of Use shall restrict or exclude our ability for death or personal injury caused by negligence or for fraud.

4 CHANGES TO THESE TERMS OF USE

We reserve the right to change these Terms of Use from time to time by posting notice of the change here. Your continued use of the GAME Wi-Fi following notice of such change shall be deemed to be your acceptance of any such change. It is your responsibility to check regularly to determine whether these Terms of Use have been changed. If you do not agree to any change to these Terms of Use then you must immediately stop using the GAME Wi-Fi.

5 SEVERABILITY

Each provision of these Terms of Use excluding or limiting liability shall be construed separately, applying and surviving even if for any reason one or other of those provisions is held inapplicable or unenforceable in any circumstances and shall remain in force notwithstanding the termination of these Terms of Use howsoever occasioned.

6 NO WAIVER

No waiver by GAME shall be construed as a waiver of any breach of any provision of these Terms of Use.

7 CHOICE OF LAW

These Terms of Use shall be governed by English law and the parties hereby irrecoverably submit to the exclusive jurisdiction of the English Courts.

8 OTHER INFORMATION

Any notices we send to you will be sent to the most recent e-mail address or postal address provided to us by you.

Looking for assistance in setting up your PlayStation 5? 

Read our full product guide including PS5 basics, troubleshooting, PSN Account set-up & more.

Looking for assistance in setting up your PlayStation 4? Read our full product guide including PS4 basics, troubleshooting, PSN Account set-up & more.

Not a problem.  If you do not have your proof of purchase, our in-store teams or customer services advisors will be able to review your purchase history on your GAME reward account.

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

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

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

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

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

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

No, we have no excess charges.

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

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

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

If you do not have your proof of purchase, our in-store teams will be able to review your purchase history on your GAME reward account.

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

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

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

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