How can we help you?

Due to the popularity of our Black Friday promotion, we're currently seeing a very high demand of orders to fulfil. This means it may take a few days longer for your order to be delivered. 

We’ll keep you updated by email/SMS as your order progresses. This also includes our delivery partners sending updates to you, so you know when to expect the delivery. 

Please note, we’re continuing to prioritise orders where customers have purchased a speedier delivery service but given the unprecedented volume of orders, these orders may also see delays during the fulfilment process.

Rest assured, we’re sure your order will be worth the wait and we thank you for your patience.

Yes, you can. But please be aware that it’s taking us longer than usual to confirm if stock has been reserved for you due to the popularity of our Black Friday promotion online and in stores. 

In some cases, this confirmation may not arrive on the same day.

To avoid disappointment - 

• We recommend you only use the Click & Reserve service if you don’t mind a wait during the Black Friday period – if you’re planning on visiting a store on the same day, it may just be better to arrive without a reservation, rather than expect a same-day Click & Reserve service.
• If you’ve used the Click & Reserve service please don’t arrive at the store prior to receiving a reservation confirmation. Our store team will only be able to follow up on your request once it’s been confirmed in the system.

Maybe. 

All of our Black Friday items and offers can be found online and in store. Please be aware that stock is selling fast during this promotion period.

If you can’t find an item or bundle you’ve seen before – this probably means the item or offer has since sold out and been removed from sale.

Our Customer Service teams do not have information about future stock, or upcoming promotions so we will not be able to give stock advice on specific products.

To avoid disappointment we would recommend you check back online regularly and opt into our marketing messages to avoid missing out on our current offers and promotions.

Small Print

• Working Days are Monday to Friday. This excludes public holidays/bank holidays and weekends.

• Order up to 7pm for next day delivery Sunday to Friday for standard stock lines.  

• Standard orders placed after 7pm Friday to 7pm Sunday will be dispatched Sunday.    

• Whilst we will do everything we can to meet the delivery times above, there may be factors outside of our control and we cannot guarantee delivery within this time frame    

• Digital purchases are excluded from the total order value for tracked courier services.

*Remote Area Delivery Times

Deliveries including Pre-orders to non-mainland UK addresses and remote locations (such as the Scottish Isles, Isle of Man, Isle of Wight, Northern Ireland and the Scottish Highlands) may take longer to reach you.

**Orders for items which require Specialist Delivery will follow the below process:

• Your order will be dispatched within 5 working days.
• Arrow XL will contact you, using the details provided when you placed the order, to book a slot for the delivery of your item.
• You will be advised 2 days ahead of your delivery date of the delivery time slot.
• On the day of delivery, the crew will call you 30 mins ahead of their expected arrival.
• Claims for damage in transit for Specialist Delivery items will need to be reported to Customer Service within 5 working days.

If you have purchased more than one item in one order, these may be delivered separately.

If your order contained a download code, please check your email address - it should already be there!

Should you still require assistance, please contact our Customer Service team using the contact us button at the bottom of this article, our team will be happy to help find the rest of your order.

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you. 

For most orders, you can track the status of each parcel when you check your order history online.

We will keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress.

Once your parcel is with the delivery partner, they will also keep you updated so you know when to expect it.

Delivery timescales will vary depending on what you've ordered and the delivery service you selected. If you're concerned your parcel is taking a while to progress further, we'd recommend you check your order details first as your order may still be within the expected delivery timescales. You can find the expected delivery date on your emails updating you about your order.

Cancelling a Pre Order

For non-Account holders (Guest):

If you checkout as a guest, you will be unable to change or cancel your order yourself. Please use our contact us page in order to query a cancellation.

For Registered Account holders:

If you are a registered customer you will be able to make all changes and amendments on your account, please follow the below instructions to do so:

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).

Changing a Payment Method

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 dispatch; however, charges can be taken up to 7 working days before release date.  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 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 into your new online account
• Select 'My Account' and 'My Orders'
• Click 'Order details' for the specific order
• Click the 'Update Payment Details' button

For Registered Account holders:

• Click the link in your email
• Sign into 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.

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!

If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

• The error message you are seeing
• A description of the problem
• What payment method you are trying to use
• What the products are you’re trying to purchase
• What internet browser you are using or if you are using our app
• Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.

Your card provider will have more information.

If you are using PayPal, please contact them directly.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?

You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

How do I change my order?

Please Note that 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.

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).

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.

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.

PlayStation Network (PSN)

To redeem your PlayStation Network code, please follow these steps: 

1. Open a PlayStation Network (PSN) account (or use your existing PSN account). 
2. Select the PlayStation Store icon on the PS4 or PS5 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. Select Continue to complete code redemption. 

Microsoft

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

1. Press the Xbox button to open the guide, and then select Home. 
2. Make sure you’re signed into the Microsoft account for which you want to redeem the code. 
3. On the Home screen, scroll right and select the Microsoft Store icon. 
4. Select Use a code. 
5. 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. 
6. Don’t worry about hyphens, the system takes care of those for you. 
7. Once your code is redeemed, you'll receive a confirmation message

Nintendo

To redeem your Nintendo Switch code, please follow these steps: 

1. Select Nintendo eShop on the HOME Menu to launch the Nintendo eShop. 
2. Select the account you want to use. Select Enter Code on the left side of the screen. 
3. Enter the 16-character download code. 
4. Any letters and symbols not used with prepaid codes (i.e., O, I, Z, commas, hyphens, etc.) will be disabled from the on-screen keyboard. 
5. Select 'confirm' to confirm. 
6. The game will begin downloading once the code is confirmed. 
7. The game icon will appear on the HOME menu, with a download status bar. 
8. The status bar will disappear once the game download is complete. 

Steam

Before redeeming your code, you will first need to register a Steam account, Go to:

https://store.steampowered.com/login 

1. Click Join Steam 
2. Follow the onscreen instructions to register to redeem your code through your Steam account 
3. Launch Steam 
4. Click the Games menu at the top of the Steam window. 
5. Choose Activate a Product on Steam. 
6. Follow the onscreen instructions to complete the process. 
7. Important: Ensure that you are activating your game through the Steam application. 
8. The Steam website cannot be used to activate a game.  

Origin

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

1. Go to: Download Origin Install Origin and follow the onscreen instructions to create an account to redeem your code through your Origin account.
2. Launch the Origin client Select Origin from the menu bar. 
3. Select Redeem Product Code & enter the code above. 
4. Your product will appear as NEW in the My Games section. 
5. Click on the image for your product and select Download. 
6. Click on your product and select Play when the download is complete.

We're sorry to hear there is a problem with your order.

Please contact out Customer Service team within 30 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Services team the wrong item so we can better help you.

We're sorry to hear there is a problem with your item.

Pease contact our Customer Services team within 30 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Services team within 30 days from the delivery date so we can help you.

Please  include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further. 

If you have a registered account then you can view your orders by logging in to your online account, orders can be found under 'My Orders' then ‘My Account’. 

If you have checked out as a guest then you will not be able to see your orders online, however we will keep you updated by email as your order progresses. During exceptionally busy periods there may be delays experienced with emails and parcels.  

If you placed your order as a guest and want to register for an online account you can do so but please note your prior guest orders will not appear in My Account.

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.

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 23.9% 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 23.9% p.a. (variable)
• Representative 23.9% 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 and PayPal Pay in 3 are trading names of PayPal UK Ltd, Whittaker House, Whittaker Avenue, Richmond-Upon-Thames, Surrey, United Kingdom, TW9 1EH.

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.

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Services team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

GAME operates a 28 day Goodwill returns policy online

• Any product (excluding gift vouchers/gift cards*/digital downloads**) may be returned for refund or exchange within 28 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 28 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 28 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

GAME Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Help Team!

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

• When does the GAME returns policy apply Online? We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:
  • The product is returned within 28 days of delivery;
  • You have a valid proof of purchase (which can include any of the following documents):
    1. Online Dispatch 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;
    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
  • In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
  • All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
• When does the GAME returns policy apply In-store? We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:
  • The product is returned within 28 days of purchase;
  • You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
    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;
    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
  • In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
  • All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
• GAME Gift Cards. You cannot rely on the GAME returns policy for a refund or exchange of gift cards. This will not affect your statutory rights (for example in the event the gift card is faulty).
• The GAME returns policy will not effect your legal rights. Please note that for the purposes of orders placed online, over the telephone, via email or mail order, our return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights (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.
• For specialist items, please contact Customer Services before returning your item and refer to the Specialist Items section of the Terms and Conditions for more information.

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

Please complete a covering letter which states the following:

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.

• 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.
  • For outsize items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded. Please refer to the Terms and Conditions for more information.
• When will your refund for an Online purchase be made? Your refund will be made
  • Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)

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.
  • Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
• When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
  • Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
  • digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
    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.
  • Any collection costs we incur as a result of scheduling a courier pick up on your behalf.
  • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
• When your refund will be made. We will make any refunds due to you as soon as possible.
  • If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.

Our extended Christmas returns policy runs from 31st October until 7th January 2024

Please see our Returns Policy for more information and details around exclusions.

When returning an item to us, it will take up to 14 days from the date of return to be received back and processed.

Assuming there are no issues with your item when it's inspected, we'll then refund the item to you.

We'll send you a confirmation email when the refund is processed.

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

Please allow 7 days for the refund to appear in your bank account.

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. 

GAME Reward Account 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 sign up for a GAME account in 3 ways. 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.

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

Unfortunately at the moment when you set up a GAME reward Account in store it does not create you a GAME online account and you will need to do this when you get home. In order to do so please head to Sign Up @ GAME.co.uk follow the on-screen instruction but make sure to link your physical reward card number.

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’

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.

Sorry to hear you are experiencing issue with your Reward points. 

If you’re struggling please get in touch with our Customer Services team and we'll be happy to help.

Don’t forget to include your Rewards number which can be found on - 

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.

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!

HOW DO I CHANGE MY ACCOUNT DETAILS ON MY GAME ELITE?

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 HAVE TO KEEP 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

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

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.

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.

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.

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.

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.

What Products Can I Trade-In?

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, Game-boy, or older).

How Do I Trade-In in A Game Store?

1. Take the items you wish to trade in to store (please see below the ID that will be required)
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.

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 recognized photo pass card)

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

What Checks Will You Make When I Trade-In My Console?

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 / pass-codes / security disabled?

Grading for Trade in

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

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

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

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. 

Your 24-month Xbox Game Pass Ultimate subscription is delivered directly to your console. Redeem it during initial console setup or later in the Settings app. 

To redeem during initial setup: As you set up your new console, you’ll be prompted to redeem the Digital Direct offers that come with it. If you decide not to redeem them right away, the offers remain on the console until they’re redeemed. 

To redeem after setup in Settings app: 

1) Select Settings > Account > Included with this Xbox to see an overview of and redemption status of any Digital Direct offers included with your console. 

2) Press the Xbox button to open the guide, and then select My games & apps > See all > Full Library. Look under Available offers to see your offers.

If the option is not available, please try factory resetting your console and this may trigger your Game Pass entitlement to be active in your library.

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

If you want to let us know about a recent visit to one of our stores please get in touch.

When contacting please include the location, date and time of your visit so we can help you.

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.

Designed to cover you against the cost of repairs, Monthly Care can help in case of accidental damage from the moment you take out the policy. As soon as your guarantee expires, it also includes breakdown and faults. Once covered, you can rest assured that if there’s a problem that we can’t fix, you’ll receive vouchers for a replacement of the same or similar specification.

Key benefits:

•Immediate accidental damage cover (not included in your manufacturer’s guarantee)

•Cover against breakdown once your manufacturer’s or retailer’s guarantee expires

•If we can’t fix it, you’ll receive GAME vouchers towards a replacement

•Unlimited repairs with no surprise costs to fix

•Accessories that were included with the original product

Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...

•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

Plus each of these every 12 months of your policy:

•DISC REPAIR - whether it’s a game that’s stopped working, a CD that skips or a DVD/Blu-ray your player can no longer read, you can have your disc repaired at no extra cost.

•DISC CARE - to restore a disc to prime condition or even provide you with a replacement.

•£5 or £10 WORTH OF GAME REWARD POINTS - we’ll give you a voucher to exchange in store so your points can be added to your GAME WALLET/REWARD ACCOUNT. The amount you receive will depend on which product you have protected.

We want you to enjoy using your new and pre-owned products for years to come. Your manufacturer’s product guarantee provides cover for mechanical and electrical breakdown, but this may not cover parts or breakdown through mishap. That’s where Monthly Care, provided by the UK’s leading specialist warranty provider Domestic & General, can help. Designed to cover you against the cost of repairs for breakdowns and accidental damage. This insurance policy meets the demands and needs of those who wish to insure their console, tablet, PC, gaming headphone, controllers, VR headset, PC accessory, virtual reality system and/or mobile phone against breakdown and accidental damage. Cover will start on purchase of the item and continue monthly and renews monthly until you tell us otherwise for first 7 years. We will contact you every year to ask if you want to continue cover.

For further information including complaints procedure, please read the Monthly Care Terms & Conditions and Insurance Product Information Document.

•Immediate accidental damage cover (not included in your manufacturer’s guarantee)

• Cover against breakdown once your manufacturer’s or retailer’s guarantee expires

•If we can’t fix it, you’ll receive GAME vouchers towards a replacement

•Unlimited repairs with no surprise costs to fix

•Accessories that were included with the original product

Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...

•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

Plus each of these every 12 months with your policy

•DISC REPAIR - whether it’s a game that’s stopped working, a CD that skips or a DVD/Blu-ray your player can no longer read, you can have your disc repaired at no extra cost.

•DISC CARE - to restore a disc to prime condition or even provide you with a replacement.

•£5 or £10 WORTH OF GAME REWARD POINTS - we’ll give you a voucher to exchange in store so your points can be added to your GAME WALLET/ REWARD ACCOUNT. The amount you receive will depend on which product you have protected.

•Deliberate damage

•Cosmetic damage such as scratches or chips

•Damage caused by not following the manufacturer’s instructions

•Commercial use

•Accessories that were not included with the original product

These are the main exclusions, a full list of the exclusions can be found in the Terms & Conditions.

Monthly Care is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS. Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). Our address and details of our authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768. Domestic & General Insurance PLC is an insurance undertaking, not an intermediary. We are the underwriter of the insurance and do not provide a personal recommendation.

Monthly Care is only available to persons over 18 years of age who are residents of the UK. Persons under 18 years of age will need a parent or guardian to take out the policy on their behalf. Your product must have been bought from GAME (including GAME store and GAME.co.uk), be in good working order when the policy starts, and be used for personal and domestic purposes only.

You may still be able to get your product covered. If you’ve purchased your

product from any GAME store or GAME.co.uk we give you 30 days to take

out MONTHLY CARE, as long as your product hasn’t been damaged in the

meantime. Simply return to any GAME store with your original purchase receipt and a team member will help you.

If there’s a problem with your product, you can call us on 0800 597 8614 365 days a year. Or you can book and track repairs online with My Account (excluding mobile repairs) at www.domesticandgeneral. We will either arrange for a courier, at our cost, to collect your item; arrange for collection via a drop off point; or send you packaging, a returns form, instructions and a prepaid protective envelope. You will have to arrange and pay for the packaging of the item. While not a requirement, it is recommended that you use the item’s original packaging. For mobile phones you will need to tell us your item’s IMEI number (so please keep a note of this) and you must ensure that all blocks are removed from your item before you send it to us for repair. For theft claims you will need to contact the appropriate police authorities as soon as possible, requesting a crime reference number or police report. You should also contact your mobile network provider to block your SIM/IMEI Number. Once you have contacted us we will then send you a claim form.

*Calls may be recorded and monitored for quality and training purposes

If your product can't be fixed, you will receive a replacement of the same or similar specification or a GAME voucher towards a replacement. If you receive a replacement equipment or a GAME voucher, your policy will end. All you'd have to pay are applicable delivery charges.

•Extended cover does not have to be purchased at the same time as a domestic electrical good.

•Your MONTHLY CARE policy can be cancelled within 14 days of purchase, and you’ll receive a refund of any premium paid, provided you have not used any services under the policy.

•If we provide you with vouchers for a replacement, your policy will end.

•You should be advised that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of the subsequent insurance premiums.

•Your policy documents will be sent to your delivery address within 14 days.

•Your statutory rights will not be affected when you buy a policy. These include the right to claim a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you became aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you. After the first six months, you will have to prove that the goods had a fault when sold to you. For further information about your statutory rights contact the Citizens Advice Bureau: 03444 111 444.

•Domestic & General Insurance PLC is covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim.

You can use your Monthly Care for accidental damage from day one of your cover. If your product has broken down due to a fault, your breakdown cover starts after the first 12 months as those are covered by the manufacturer’s guarantee (or GAME if your console is preowned).

Cooling off period – Changing your mind

The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the policy start date, whichever is later. If you change your mind during the cooling off period, you can cancel your policy and you’ll receive a refund of any premium paid.

After the cooling off period

If you cancel your policy after the cooling off period, your policy will remain in place until the end of the period for which you have already paid and you will not receive

a refund.

How to cancel

If you wish to cancel your policy, please contact Domestic & General on

0800 597 8614. You can also cancel by using the cancellation form on their website,

or by writing to the address specified in the ‘Customer services details’ section. 

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.

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.

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.

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

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 Monday to Friday 8am - 8pm and contact details can be found here.

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 by clicking here

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 by clicking here.

Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.

When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.

To register with your active, valid email address, please click here.

Once you have followed the steps of setting up your account you can update your details, manage your addresses, payment cards and keep an eye on your orders.

For our customers’ security we don’t allow change of email address. 

If you need to use an alternative email address, we’d ask you to create a new account.

We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.

If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.

If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help: 

• Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
• Clear your cache and cookies
• Deactivate any plugins
• Check your HTTPS settings
• Clear your temporary files
• Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet. 

If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop-down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

You can see and manage most of your marketing preferences when you login.

Just head to the Contact Preferences area, and you'll be able to see your current preferences and make changes to them online.

Frasers Plus is a credit product which enables you to split the cost of your order into monthly installments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

If you have any queries regarding your Frasers Plus Credit agreement, you can find further information here 

Should you still be unable to find an answer to your query, you can Submit a request and a member of our specialist team will be happy to help.

You can find the privacy policy for Frasers Plus here.

You can manage your points and rewards through the Frasers Plus App.

Details on how to collect points and exchange rewards can be found here

If you still require assistance with your query; please Contact Us.

You can find the terms and conditions for Frasers Plus here.

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

We act as a credit broker and not a lender, and are an appointed representative of House of Fraser Limited who are authorised and regulated by the FCA (firm reference number: 947961).

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team. 

How to make a complaint about your Frasers Plus account?

What happens after I make a complaint?

• We take all complaints seriously and we will do everything we can to resolve them quickly.
• We will acknowledge your complaint promptly and keep you updated. 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 am unhappy with your final response?

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 your complaint to the Financial Ombusdman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to complaint.info@financial-ombudsman.org.uk. You'll need to contact them within 6 months of receiving our final response email.