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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.

Applies to: Customers who buy in store, and all staff who handle returns.

1. Purpose

We want you to be happy with what you buy. This policy explains what you can return, what you can expect and how staff deal with returns. For orders placed on our website, see the Online Terms of Sale and Returns (POL-13).

2. Faulty goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Your rights are as follows, and nothing in this policy limits them.

  • Within 30 days of purchase you can reject faulty goods and get a full refund.
  • After 30 days, or if you prefer, we may offer a repair or replacement. If that is not possible or does not work, you may be entitled to a price reduction or a final right to reject, with a refund that may take account of use.
  • If a fault shows up within six months, it is presumed to have been there at purchase unless we can show otherwise.

Refunds for faulty goods are paid back by the method you used to pay, unless you agree to store credit.

3. Second-hand goods

Second-hand retro games, consoles and accessories are covered by the same rights. They are expected to be of satisfactory quality for their age and price. Wear that fits the age and price of the item is not a fault. Examples are scuffs on a retro case, a faded label, or cosmetic marks that we described or that you could see. A cartridge that will not load, or a console that does not work as described, is a fault.

We test retro games and consoles where we can and describe their condition. Tell us at the counter if you find a problem.

4. Change of mind

When you buy in store you do not have a legal right to return goods because you changed your mind. We still offer this as goodwill, at our discretion:

  • Return within 14 days of purchase.
  • The item is unopened, unused and in its original condition and packaging.
  • You have your receipt or other proof of purchase.
  • We give a refund to your original payment method or store credit, at our discretion.

We may decline a goodwill return, for example where an item has been used, damaged or is a special order.

5. Trading cards and special items

  • Sealed trading card product (booster packs, boxes, decks, tins) cannot be returned once opened, unless faulty. A faulty product is, for example, a pack or box that is missing contents.
  • Graded cards and single cards are sold in the condition we describe and show you. Condition we pointed out, or that you could see, is not a fault. You can return them if they are not as described or are faulty, for example a different grade or condition from what we stated.
  • Digital codes, gift cards and special orders are not returnable unless faulty.
  • Games with a broken seal cannot be returned if the item has been installed or the code used, unless faulty.

6. Proof of purchase

Please bring your receipt. If you do not have one, we can often find the sale from the card you paid with or your GG Vault account. Without proof of purchase we may not be able to help.

7. How staff handle returns

  1. Listen to the customer and ask what the problem is.
  2. Find the sale in Epos Now and the item in GG Vault.
  3. Check the item and decide if it is a fault, a misdescription or a change of mind.
  4. Offer the right remedy. If unsure, ask the person in charge of the shift. Refunds above £100 are agreed with a manager or the Managing Director.
  5. Process the refund on Epos Now, update GG Vault and note the reason.
  6. Be polite whatever the outcome. Customers who are not happy are told how to complain under POL-25.

8. Roles and responsibilities

The Managing Director, Richard Allison, makes the final decision in any dispute. Staff apply this policy consistently and record every return.