Can I return my order and how long do I have to do so?
If your order is damaged or you have received an incorrect item, you will have 14 days from receiving your order in which to inspect any goods and inform us of this error, and a further 60 days to return the order for a replacement or a full refund. Please note, requests for replacements are dependent upon our stock levels at that time, however if we cannot fulfil a replacement, you will be provided with a full refund.
If you change your mind and wish to return an item, you will also have 14 days to inform us of this decision, and 60 days to complete the return. Upon the return of the item, we will provide you with a full refund minus the cost of the shipping. Please note that if the item you return is not faulty, a return & restocking fee (£5) will be deducted from your refund.
If no communication is made within 14 days of receipt of your order, Rogue Games will consider this item as accepted by you, the customer.
Please note, Rogue Games takes no responsibility for any goods that are either lost or damaged on their return to us (whether using a Rogue Games returns label or not). The risk in the goods will remain with you until they are returned to Rogue Games. We therefore advise that customers use a fully established, tracked and compensated service to return their goods to our warehouse. If an item is lost in transit on its return, Rogue Games may, in its sole discretion, refrain from processing any refund and require evidence from you of the items being sent back to us. For the avoidance of doubt, refunds will only be processed once all returned goods have been processed in our warehouse and have been assessed as being returned in the same condition in which they were sent.
Can I return my order past 14 days?
If you have informed us of an issue (such as a fault or damage) within 14 days of receiving your order, you may return your good(s) within 60 days of receiving your order for either a full refund or a replacement. Rogue Games will verify the fault before approving a refundable return and reserves the right to reject returns should no fault be identified.
Can I return an Outlet Store purchase?
We are unable to accept returns on items purchased through our Outlet Store platform (items listed as A or B grade) unless the item is damaged or faulty that goes beyond the described grade boundaries.
Can I return Mystery Box items?
Mystery Boxes are not eligible for returns unless the seal has remained unbroken or an item is received damaged or faulty. In case you receive duplicate or unwanted content, we strongly encourage you to gift the games as presents to your friends and family.
How can I return my order?
If you want to return your order, you must let us know. You can do this by contacting our Customer Service Team through the Contact Us Form available here. Please print and complete our Returns Form and include it in your parcel. If you do not have access to a printer, please insert a note in your order which includes this information. If you do not provide a completed returns form we cannot guarantee you will be refunded the correct amount. You will then have 60 days to return your order.
We recommend that items are returned through recorded delivery. If recorded delivery is not used and an item goes missing Rogue Games may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Rogue Games retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
To meet the refund deadline, it is sufficient for you to send your cancellation request using the online form before the 14-day cancellation period has expired.
When will you issue the refund?
Once we have received your returned item(s) we will process your refund within 14 days.
How will you refund me?
We will issue the refund using the same payment method you used when you placed your order unless you have expressly agreed otherwise.
In any case, you will not incur any fees as a result of the refund.
- This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or goods which are exempt from the right to cancel.
- You can cancel your contract at any time up to 14 days after the day of delivery. To do this, please contact us here.
- Your right to cancel may be voided if your goods have been opened, altered or damaged following acceptance of delivery.
- If you cancel, you must return the goods within 7 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage.
- If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. 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.
- We will refund all monies paid to us by you including any postage / carriage within 30 days, less any costs due under this contract.
- Business customers, or customers exempt from the distance selling regulations may not cancel an order without our mutual agreement.
- This cancellation policy does not affect your legal rights – for example, if goods are faulty or misdescribed.
Faulty Goods / Guarantee
- If there is a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
- All goods are covered by a manufacturer’s warranty against faulty workmanship and materials, subject to the terms and conditions of that warranty.
- The manufacturer’s warranty is provided in addition to the rights that the law says you have as a consumer and accordingly, your statutory rights are not affected.
- If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received at our warehouse and checked.
- The cost of returning goods to us is your responsibility, however, on inspection we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however, you will be required to cover our reasonable postage costs.