14 day right to change your mind


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

  • How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
  • Have you bought digital content for download? If so, you have 14 calendar days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we deliver the digital content to you immediately, and you agree to this when ordering, you will not have a right to change your mind.
  • Have you bought products online? If so you have 14 calendar days after the day you (or someone you nominate) receives the products, unless Your products are split into several deliveries over different days. In this case, you have until 14 calendar days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
  • When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
    • Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
    • digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided when returning the item;
      1. you have a valid proof of purchase and the receipt displaying the code; and
      2. the code has not been redeemed via Xbox Live)
    • sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
    • any products and/or digital content which become mixed inseparably with other items after their delivery.
    • Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). Items purchased as part of a combined product (for example a combined hardware and games product) 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 
  • 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 or as part of a combined product (for example a combined hardware and games product). 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.
    • If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • When your refund will be made. We will make any refunds due to you as soon as possible.
    • If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.