To ensure the safe return of your item, please follow the steps so we can process your preferred outcome as efficiently as possible.
Please contact our Customer Service Team by phone or email before returning any item so your return can be authorised. Failure to do this may result in no refund being issued.
To find out whether your item is eligible for return, please read our Returns Policy below.
Damaged during delivery, defective, incorrectly advertised or not what I ordered
You can return your purchase to us within 30 days of the date you received the item if it has been damaged during delivery, is defective, has been incorrectly advertised or isn't what you ordered. We will issue a full refund or a replacement, where available, at no additional cost. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.
Please note: Back catalogue titles may contain special offers or additional content download links that may be time-sensitive or have already expired. We provide no guarantees as to the availability of such content.
Please note: With respect to faulty items we are only able to accept returns of products with an inherent fault and not items that are no longer operating due to neglect or other means of damage - ex. disc scratching caused by hardware (commonly referred to as laser burnt).
Returning an unwanted item
If you no longer want your purchase and it remains unopened and unused, you can arrange to return it to us within 14 days of receipt for a refund. In accordance with the Consumer Contracts Regulations games must be in their original packaging and still be sealed. Consoles may be opened for the purpose of inspection (but not used). Please note that hardware must contain every component part (cables, controllers etc.) before it can be accepted as a return.
Please be aware that we will not refund your return postage costs, as there is no error on our part. When returning items you must ensure the goods are packaged adequately to protect against damage. We recommend that you return your item recorded delivery as we cannot be held responsible for any items that you return to us that get lost in post.
Please note: that we cannot be held responsible for any incompatibility issues with your PC or Console and as such cannot accept returns of this nature where the item has been used. All games sold are compatible with UK consoles.
Returning large and/or expensive items
For large and/or expensive items, we may arrange for a courier to collect your purchase. In this event, we will contact you to arrange a collection time that is convenient for you. If there is no error on our part, we will need to deduct the cost of the service from your refund.
We test every return for faults and defects. Please check DVDs, Blu-rays and videogames on a second machine where possible and ensure latest game updates have been installed before returning anything to us. If you return an item as faulty or defective and our test team discover nothing wrong then we will return the item to you at your cost.
Please note: we are not responsible for incompatibilities caused by DVD or Blu-ray players modified to disable regional encoding. For PC games please check that your computer is capable of running the game you purchase as we cannot be responsible for any computer incompatibilities.
Processing your refund
On receipt of your authorised return we will process your refund within 2-3 working days. Please note, this does not include your bank's processing time. Please check with your bank if the refund has not appeared within 10 days. On the date the refund is completed, we'll send you an email message confirming the date and amount. Refunds will be made to the original payment method used for the purchase.
The Game Collection is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.
In the case of consoles, the manufacturer's warranty will provide replacement or repair and each has their own process. Please visit the manufacturer’s website or give them a call for help & assistance. If you still can't resolve the problem after consulting with the manufacturer, please contact us.
Nintendo Wii U, Wii, 3DS, DS
Tel: 0870 606 0247
Sony PS4, PS3, PS Vita, PSP
Tel: 0844 736 0595
Microsoft Xbox One, Xbox 360
Tel: 0800 587 1102