Policies and terms
The small print, in plain English
These are the rules we work to, written to be read. If anything is unclear, ask at the counter and we will talk you through it.
Shopping and returns
- POL-12 Refunds and Returns Policy (In Store) Your rights and our policy when you want to return something you bought in the shop, whether it is faulty or you have changed your mind.
- POL-13 Online Terms of Sale and Returns The terms that apply when you buy from ggentertainment.co.uk, including your right to cancel, delivery, faulty goods and returns.
- POL-14 Click and Collect Terms How click and collect works: order and pay online, we reserve your stock, and you collect it in store within a set time.
- POL-32 Pricing and Grading Policy How we price singles, graded cards, sealed product and retro games, and how we grade the condition of what we sell.
Upstairs and the Guild
- POL-05 Gaming Room Rules and Code of Conduct The house rules for everyone using the upstairs gaming room: how we expect you to behave, how to look after the room and what happens if the rules are broken.
- POL-07 Membership Terms and Conditions The terms that apply when you join GG Guild gaming membership at GG Entertainment Group Ltd. They cover what you get, how to cancel and what we expect of members.
- POL-08 Member Drops and Allocation Policy How member-only drops of sought-after sealed product work, how we share them out fairly, and what happens if the rules are broken.
- POL-04 Under-18s and Parental Consent Policy The rules for children and young people in the shop and the upstairs gaming room, including supervision, parental consent, selling and trading, and event finish times.
- POL-06 Age Ratings Policy How we apply PEGI age ratings and the law when selling games and when games are played on our gaming PCs.
- POL-21 Public Wi-Fi Terms of Use The terms for using our free guest Wi-Fi, if it is offered, in the shop and upstairs gaming room.
Our commitments
- POL-03 Safeguarding Children and Vulnerable Adults Policy How we protect children and vulnerable adults who use the shop, the upstairs gaming room and our events, and what to do if you are worried about someone.
- POL-22 Equality, Diversity and Inclusion Policy How we make sure everyone who works for us, shops with us or plays in our gaming room is treated fairly and with respect, in line with the Equality Act 2010.
- POL-24 Accessibility Statement How accessible our shop, upstairs gaming room and website are, what we can do to help, and how to tell us where we can improve.
- POL-25 Complaints Procedure How to make a complaint to GG Entertainment, what we will do and when, and where to go if you are still not satisfied.