GAME 30 day Returns Policy

  • your additional rights to return products purchased in-store and online
    • When does the GAME 30 day returns policy apply? We offer a 30 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online or in-store, provided that:
      • the product is returned within 30 days of delivery/purchase;
      • you have a valid proof of purchase (which can include any of the following documents):
        1. Receipt/Online Despatch note.
        2. Reward card record.
        3. Bank statement or credit card statement.
      • 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;
      • 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 as part of bundle deals (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the special offer. Your refund 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 (the 30 day return warranty is not transferable);
      • in respect of Microsoft Digital Credit, when returning the item;
        • you have a valid proof of purchase and the receipt displaying the code; and
        • the code has not been redeemed via Xbox Live
      • in our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
    • GAME Gift Cards. You cannot rely on the GAME 30 day 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 30 day 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 30 day 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 30 day returns policy? Items purchased in store must be returned to a store. Items purchased online can either be returned to a store or you can post the item back to us at the address below. Please remember to obtain Proof of postage from the Post Office.

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

Please 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

Please note that orders with an order number ending with “/M” or if the order includes TVs, projectors, laptops, mobile phones or any other electrical items cannot be returned in-store.

  • Collection of personal data for fraud prevention. When returning your product to a store we require certain personal information in order to process your return in accordance with the GAME 30 day returns policy. All information is collected and processed in accordance with our Privacy Policy which can be found at
  • 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 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 will be refunded as an eVoucher, which will be emailed to you.
  • Deductions from refunds if you are relying on our GAME 30 day 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 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. Your refund will be made
    • Immediately when returned in-store immediately (however please allow up to 5 working days for this to be processed)
    • within 14 days when returned to our refund department.
  • Marketplace returns. For items purchased from a Marketplace seller, please click here for more information.
  • International returns. For information on how to return an item if you are an international customer, please click here.

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