Support (2024)

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International Delivery

Below is a list of countries that we currently deliver to, the delivery charge is based on the size and weight of the goods being shipped. The actual delivery charge will be calculated during the checkout process.

Delivery will take between 3-14 days, public and bank holidays are excluded.

Please note that not all products can be shipped internationally, consoles and electronics cannot be shipped overseas.

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

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Click & Collect

You can get your order delivered to your local GAME store or concession, Sports Direct or House of Fraser. Once your order has been delivered to your chosen store, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcel. Your parcel will take three (3) to seven (7) days to be delivered to your chosen store for only £4.99

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Your parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.

Acceptable forms of ID are:

• Cheque Guarantee / Credit / Debit Card

• Bank / Building Society Book

• Valid Passport

• Cheque Book

• Drivers Licence

• Utility Bill

For under 18s:

• National Insurance Card

• Medical Card

• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

You have up to 10 days to collect your parcel from your chosen store. You will be reminded three times within this period to pick up your parcel. If you fail to pick up your parcel within this period, it will be returned to the warehouse, a refund will be processed within 14 days of your parcel being received by the warehouse.

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What happens if I’ve lost my Accessory care paperwork?

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Delivery FAQs
Delivery FAQs
Why is my order not showing in My Account?

In August 2024 our website was upgraded. This means there are some changes to what you can see in My Account.
Orders placed from the 20th August 2024 will be shown in your Order History where you will see what was ordered, and you will also be able to track each order.
For orders placed prior on or before 19th August 2024, these were processed on our old website and those orders will not yet appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the courier.

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Where is my order?
1 - Check your estimated delivery date
You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).
Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods –Why is my order late?
2 – My order is shipped, but I haven’t had it yet
You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this-
- In your Order History in My Account by clicking Track Your Order.
- In your emails we send to you confirming your order is shipped.
Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

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Why is my order late?
Update September 2024 – Following some important system changes, customers are currently experiencing delays with some of their orders. These delays also affect some of the recent video game releases. We’re working closely with our fulfilment teams to get the outstanding orders out as quickly as we can and apologise for the current delays.
We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as-
- During busy periods - when a sudden high volume of products needs to be shipped.
- Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
- Bad weather – when it may be more difficult for products to be shipped around the country.
We will keep you informed by email on the progress of your order.

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I haven’t received any emails about my order?
For online orders we keep you updated about the progress of your order by email.
If you’ve not seen any email come through yet, please check your junk or spam folder in case the message was routed there. You could also try searching your email inbox for the email address-
- [email protected] – This email address will be used to let you know about your order progress (order processed, order shipped etc.)
- [email protected] – This email address will be used to send your digital code, such as when buying digital gifts cards for Playstation or Xbox.
Please note – The above email inboxes are for customer notifications only and cannot be used to contact the customer service team. You can find options on how to contact the Customer Service team by selecting ‘contact us’ on this help centre and then picking the topic you need help with.

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Tracking delivery
In our dispatch email you'll have your unique tracking number for your order. Please check your junk folder, if you haven't got the email.
- Click & Collect deliveries take three (3) to seven (7) days.
- Standard Delivery takes three (3) to seven (7) days.
- Next Day Delivery will be delivered the next day if you order before 9pm (excludes Public / Bank holidays).
You can also find that tracking reference number in your order history, to track the progress of your shipment.

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Order Confirmation

Once you've placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery option.
We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history.
If you aren't receiving emails from us, please check your junk folder and add us to your safe list.

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Why has my order/item returned to sender?

Our delivery partners will attempt to deliver your order three times.
Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.
Occasionally, an order gets damaged in transit and can't be delivered.
You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.
If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.
Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.
If you require the items, we would ask you to place a new order.

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.
Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.
We would also ask that you check with your neighbours as the driver may have left the parcel with them.
If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.

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Click & Collect Exceptions
Click and Collect is available for most orders but not for all, and this can be for a number of reasons;
- the item ordered is a pre-order item
- one of the selected items is not eligible
- the size or volume of the item is too large
Please select another delivery option for your order.

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Click & Collect Voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.
You'll be given your voucher by our store staff when you collect your parcel.
The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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- Completed Orders
  Completed Orders
  
  Why has my pre-order been cancelled? (5th Sep 2024)
  
  We've been made aware that some customer pre-orders have being cancelled in error on 5th September, with customers receiving a cancellation notice by email.
  Please be aware; these cancellation emails have been sent in error. Our IT teams are aware of this issue and are currently busy working through resolving this.
  We will be sending a further update by email to the affected customers soon.
  Sorry for any confusion this has caused.
  
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  Wrong/Faulty item received
  
  We’re sorry to hear there are issues with your order.
  Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.
  When contacting us, please also provide a clear image showing the tags and product code to show our Customer Service team the wrong item so we can better help you.
  
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  I'm missing item(s) from my order
  
  We’re sorry there’s items missing in your order.
  Before contacting our Customer Service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.
  If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.
  If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.
  
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  Why has my order/item(s) been cancelled?
  
  Sorry your order or item(s) have been cancelled.
  If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.
  An order will also be cancelled if the billing address details don't match the details your bank has on record.
  We send an email out to confirm the cancellation and you have not been charged.
  
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  My order has been cancelled, but it appears that I have still been charged
  
  If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days.
  The time might depend on your banks processes.
  
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  I haven’t received my gift card
  
  Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.
  If you still can’t find it, please contact us and we will be happy to help.
  
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  My item is incomplete (Missing parts)
  
  We're sorry to hear there is a problem with your item.
  Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
  
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  My item is damaged
  
  We are sorry to hear your item is damaged.
  If your item has been delivered damaged, please get in touch with our Customer Service team within 28 days from the delivery date so we can help you.
  Please include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.
  
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- Placing Orders
  Placing Orders
  How can I cancel or amend a pre-order?
  
  Pre-orders are currently under maintenance, please check back later for further information.
  
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  What payment options are accepted?
  We accept most well known payment methods:
  Apple Pay
  Gift Cards
  Maestro
  Mastercard
  PayPal
  VISA
  VISA Debit
  Frasers+
  The Payment Pages used on our site are secure - you can safely enter your card details to pay for your order.
  There might be some exceptions where certain payment methods won't be available and certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will only see the options available to you in the checkout process. For example, pre-orders can't be paid with PayPal.
  If you're using a gift card and the amount on the gift card doesn't cover the order cost, you can pay the remaining amount with another accepted method.
  If you're using a gift card and you don't spend the whole amount, the remaining balance will be stored on that gift card.
  You can't buy gift cards using gift cards as a payment option.
  
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  What is payment authentication?
  
  Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.
  Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.
  How do I activate my card?
  You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.
  Who do I contact for further information?
  If you require more information around the payment authentication process, please contact your card issuer directly.
  If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.
  If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.
  We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.
  Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.
  
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  Payment issues
  If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.
  If you’re still experiencing problems, please contact us and include as much detail as you can around the error:
  The error message you are seeing
  A description of the problem
  What payment method you are trying to use
  What the products are you’re trying to purchase
  What internet browser you are using or if you are using our app
  Any other details that could be useful
  If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.
  If you are using PayPal, please contact them directly.
  
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  Why is my bank showing two charges for my order?
  
  We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days.
  In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
  
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  Can I use my gift card online and in store?
  Yes, Gift cards can be used in UK branches of our GAME stores and concessions as well as online. Certain items ordered from our Brand Partners may limit the methods of payment available for your order. You will see the options available to you during the checkout process.
  You can use the full or part balance of your gift card. Any remaining value will be stored on the gift card. You can also use your gift card as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our gift cards;
  Gift cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Gift cards should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Gift cards are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Gift cards cannot be used to buy further gift cards.
  Gift cards cannot be used by customers outside of the United Kingdom.
  
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  Can I use my credit note online and in store?
  Yes, credit notes can be used in UK branches of our GAME stores and concessions as well as online.
  You can use the full or part balance of your credit note. Any remaining value will be stored on the credit note. You can also use your credit note as part payment, together with any other approved payment option.
  Here are some further terms and conditions around our credit notes;
  Credit notes may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits.
  Credit notes should be treated as cash: we will not accept liability for lost, stolen or damaged cards.
  Credit notes are valid for two years after their purchase. Any remaining balance will be cancelled on the expiration date of the card.
  Credit notes cannot be used to buy further gift cards.
  
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  Can I cancel or make changes to my order?
  
  Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.
  Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.
  If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.
  If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.
  If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.
  Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.
  
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  Apply Gift Card, eVoucher or Credit Note
  
  Select the items you wish to purchase and proceed to the checkout as normal.
  When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions.
  If you wish to apply another voucher to the same order please follow the above steps again.
  
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  How do I apply a discount code?
  Here are the steps to apply your promotional code or discount code to your order.
  Add your item(s) for the discount to your bag.
  Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
  Continue through the checkout process until you reach the payment page.
  Under the list of payment options you will see an option to "Apply Promotional/Discount Code":
  Select this option, input your code and then select "Apply.”
  If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”
  Please note that terms and conditions apply to all of our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.
  
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- Product Info
  Product Info
  
  Item out of stock?
  
  Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.
  Our Customer Service team will not know if an item is coming back in stock.
  Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.
  
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  Is there a limit to how many products I can buy?
  
  If you are buying large quantities of one particular product, an item which is restricted to one per person and/or household or we are running low on the product that you are trying to buy, you will see the following message:
  You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again.
  If you see this message, please reduce the quantity of items in your shopping bag to continue with your purchase.
  Many of our online products are also available in some of our stores but usually in limited quantities and for a limited time. You can contact your local GAME store to check their stock.
  
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  Product Information
  
  Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.
  If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.
  When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.
  
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- Returns
  Returns
  Return - Online
  You can now return your online GAME order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.
  If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.
  Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
  CLICK HERE TO RETURN AN ORDER PLACED AFTER 4PM 20/08/2024
  CLICK HERE TO RETURN AN ORDER PLACED BEFORE 4PM 20/08/2024
  Securely repack your items.
  Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
  You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
  Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.
  Good to know...
  By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
  Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.
  RETURNS POLICY OVERVIEW
  Items must not be used, worn or washed
  Items must be in original packaging and all tags attached
  Personalised items will not be accepted unless the text is incorrect, or the item is faulty
  Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
  Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, digital content or any items that have been inseparably mixed after delivery, cannot be returned
  
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  Return - Bought in Store
  
  To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME store within 28 days of purchase.
  If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.
  Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, or any items that have been inseparably mixed after delivery.
  
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  GAMEReturns Policy
  GAME Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Customer Services team.
  Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
  When does the GAME returns policy apply Online?
  We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:
  The product is returned within 28 days of delivery;
  You have a valid proof of purchase (which can include any of the following documents):
  Online Dispatch note.
  Reward card record.
  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;
  If you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
  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, games and accessories bundle) can only be returned if all items in the combined product are returned together;
  The product is re-sellable;
  If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
  The customer is the original purchaser of the product;
  In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
  All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  When does the GAME returns policy apply In-store?
  We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:
  The product is returned within 28 days of purchase;
  You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
  Receipt.
  Reward card record.
  Bank statement or credit card statement.
  The product is returned in its original condition (unopened and unused).
  If you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
  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 in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable exchange value or credit note value 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;
  In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
  All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).
  GAME Gift Cards.
  You cannot rely on the GAME 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 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 return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights
  How to return your product under the GAME returns policy?
  Items purchased in store must be returned to a store.
  Items purchased online must be posted back to us by using our returns portal here for orders placed on or after 20th August 2024, otherwise for any orders placed before this date to the address below.
  Please remember to obtain Proof of postage from the Post Office.
  For specialist items, please contact Customer Services before returning your item.
  Returns Department - Game Retail Limited
  Unity House, Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  Please complete a covering letter which states the following:
  Your order number
  Reason for return
  Whether you would like a refund or exchange
  Please note;
  No orders can be accepted by hand at the GAME Head Office all orders must be posted back.
  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 returns policy. All information is collected and processed in accordance with our Privacy Policy.
  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 circ*mstances (including where you are exercising your right to change your mind) you must pay the costs of return.
  How we will refund your Online purchase.
  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 GAME.co.uk will be refunded as an eVoucher, which will be emailed to you. This is for Online purchases only.
  Deductions from refunds from Online purchases if you are relying on our GAME 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.
  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.
  For oversized items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded.
  When will your refund for an Online purchase be made?
  Your refund will be made
  Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)
  
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  14 Day Right to Change Your Mind
  The 14 day right to change your mind, under the Consumer Contracts Regulations 2013, only applies to products purchased online.
  How long do I have to change my mind?
  How long you have depends on what you have ordered and how it is delivered.
  Have you bought digital content for download?
  If so, you have 14 calendar days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming. If we deliver the digital content to you immediately, and you agree to this when ordering, you will not have a right to change your mind.
  Have you bought products online?
  If so you have 14 calendar days after the day you (or someone you nominate) receives the products, unless Your products are split into several deliveries over different days. In this case, you have until 14 calendar days after the day you (or someone you nominate) receives the last delivery to change your mind about the products. Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.
  When you don't have the right to change your mind.
  You do not have a right to change your mind in respect of:
  Products purchased in a GAME store (the 14 day right to cancel only applies to online orders);
  digital content purchased online which we deliver to you and which you have started to download or stream , and you agree and consent to the immediate performance of the contract and acknowledge that you will lose your right of withdrawal from the contract once the download or streaming to the digital content has begun (this does not apply to Microsoft Digital Credit, provided 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)
  sealed audio or sealed video recordings or sealed computer software, once these products and/or digital content are unsealed after you receive them (although hardware or accessories purchased online may be opened for the purpose of inspection (but not used);
  any products and/or digital content which become mixed inseparably with other items after their delivery.
  Products which are incomplete and no longer contain all component parts as purchased (e.g. cables, memory sticks, controllers, etc.). Items purchased as part of a combined product (for example a combined hardware, games and accessories bundle) can only be returned if all items in the combined product are returned together;
  How to tell us you want to cancel.
  If you are exercising your 14 day right to change your mind, tell us you want to end the contractby doing one of the following:
  Email. Notifying us by email via the Contact Us section to inform us that you wish to cancel your order. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  Online. Complete the cancellation form available hereand attach it to your query to Customer Services.
  Returning the products.
  If you end the contract where you are exercising your 14 day right to cancel, you must post them back within 14 days of telling us you wish to end the contract, by using our returns portal hereif you placed your order on or after 20th August 2024, otherwise please use the address below;
  Please remember to obtain Proof of postage from the Post Office.
  Returns Department
  Game Retail Limited
  Unity House
  Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  You will need to include a cover note with the following information:
  Your order number
  Reason for return
  Whether you would like a refund or exchange
  Note: Please do not return any original shipping paperwork with your return order.
  Who pays the cost of return.
  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 GAME.co.uk will be refunded as an eVoucher, which will be emailed to you.
  Deductions from refunds.
  If you are exercising your right to change your mind:
  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.
  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.
  Any collection costs we incur as a result of scheduling a courier pick up on your behalf.
  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.
  We will make any refunds due to you as soon as possible.
  If you are exercising your 14 day right to change your mind then your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us.
  
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  I need to return an order placed before 4pm on Tuesday 20th August 2024
  To return your order placed before 4pm on Tuesday 20th August 2024 - Please follow the below instruction.
  You can return your purchase to us for a refund, as long as it has not been used and is returned within 28 days of receipt. You can do so by sending it back to the below returns address.
  Returns Department - GAME
  Unity House
  Telford Road
  Basingstoke
  Hampshire
  RG21 6YJ
  Please remember to include all original components, including any cables or accessories otherwise your return will not be processed.
  If sending it back to us, please include a cover note* with the following information:
  Your order number
  Reason for return
  Whether you would like a refund or a replacement
  
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  Can I exchange an online order?
  
  In the event you change your mind, you can return an online item for a full refund only.
  We cannot exchange goods purchased online.
  
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  Can I return more than one order in the same parcel?
  
  Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.
  
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- Refunds
  Refunds
  
  How will I receive a refund?
  
  We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
  Any refunds will be refunded to the same payment method you used when you placed the order.
  If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.
  We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.
  Any refunds will be refunded to the same payment method you used when you placed the order.
  If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.
  
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  When will I receive a refund?
  
  We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.
  At certain times of the year, such as Christmas and public holidays, the processing time may be longer.
  
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  I can't see a refund on my bank statement
  
  Please allow 7 days for the refund to appear in your bank account.
  
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Accessory Care

Not a problem. If you do not have your proof of purchase,please contact our customer service team for further assistance.

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What is Accessory Care?

We know that accessories can make or break your gaming experience. If something stops working, it could ruin your setup and your fun. And on top of it all, you might have to fork out for a suitable replacement. Don’t worry though, because we’ve got a plan.

We teamed up with Domestic&General, the UK’s leading specialist warranty provider, to bring you ACCESSORY CARE. It’s been created to help you get back in the game as soon as possible and to complement your manufacturer’s or retailer’s guarantee.

If you find yourself with a broken accessory, we could approve a replacement for you. You’ll have immediate protection against damage caused by accident – something that’s not usually included in most guarantees. And once the guarantee ends, you’ll be protected against breakdowns and faults for another year.

Key benefits:

Protection against breakdown or mishap
Instant replacement in-store or breakdowns outside of manufacturer's guarantee and /or accidental damage

BENEFITS:

Protection against breakdown
Whether it’s a stuck button on your controller, or no sound coming through your headphones, if your accessory goes on the blink, we’ll replace it.

Protection against mishap
We don’t expect you to wrap your accessories in cotton wool. If your product suffers a mishap, we’ll fix it.

Instant replacement
No waiting around. Pop into the store with proof of purchase and we will swap out your broken accessory for the same item, a similar item or GAME vouchers

Help & advice
From set up issues to cable dilemmas, our Tech Support team of experts at our UK based Contact Centre are on hand to take your calls.

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Can I cancel my Accessory care?

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Your Accessory care plan can becancelledwithin 45 days of purchase, and you’ll receive a full refund, provided you have not used any services under the plan.

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Isn’t my accessory already covered under my home insurance?

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This question depends entirely on the terms of your home insurance.

Care Plans are repair/replacement service agreements and not insurance. We do NOT cover for loss or theft. In general, home insurance will cover theft and mishap but not mechanical breakdown.Alsothere is usually an excess charge on a home insurance to any claims made. We do NOT charge any excess on any of the benefits of our plans.

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Why do I need an Accessory Care Plan when I have a manufacturer’s guarantee?

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A Care Plan protects your product against mishaps and includes all parts, labour and callout charges. A manufacturer’s warranty does not cover for mishaps, only mechanical breakdown.

Un-repairable items: A Care Plan will provide GAME vouchers to the value of a like-for-like replacement.

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Can I renew when my Accessory Care Plan ends?

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Once an agreement is coming to an end, we will send a letter around 6 weeks before it’s due to expire. We will include a quote for a 12-month extension. This will happen every year until the plan in no longer required.

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Are there any excess charges if I make a claim on an Accessory Care plan?

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No, we have no excess charges.

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Can anyone buy an Accessory care service plans?

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All GAME Care plans are only available to persons over the age of 18 years of age who are residents I the UK. Persons under the age of 18 years of age will need a parent or guardian to take out the plan on their behalf.

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Are repairs and replacements limited on accessories?

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There’s no limit to the amount of repairs you can have. However, if we provide you with replacement equipment or vouchers, your plan will cease.

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What information do I need to provide to claim on my Accessory Care plan?

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Pop into your local store with proof of purchase and we will swap out your broken accessory for the same item, a similar item or GAME vouchers.

If you do not have your proof of purchase,we would not be able to assist any further.

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What does an Accessory Care Plan protect my product against?

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Your product is protected against mechanical breakdown or damage through mishap (other than cosmetic) and includes all parts, labour and callout charges.

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Will the Accessory Care Plan protect me if I drop my product?

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Yes, our Care Plan will cover mishaps. Damage caused by neglect, misuse or abuse of the product is excluded.

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What if I have already bought my product?

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Breakdown Care

You may still be able to get your product covered. If you’ve purchased your product from any GAME store or GAME.co.uk we give you 30 days to take out Breakdown Care, as long as your product hasn’t been damaged in the meantime. Simply return to any GAME store with your original purchase receipt and a team member will help you.

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Breakdown Care on Pre-orders

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Your Breakdown Care for your pre-ordered product will commence from launch day. Your product will be covered for 2 years, including the 1-year manufacturer's guarantee. Domestic & General will send you all your documentation in the post to your delivery address within 14 days of the launch date of your product.

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Can I pay monthly for my policy?

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Yes, we offer the option to pay monthly by direct debit in any GAME store.

For information on Monthly Care, please contact your local GAME store.

Please note: Unfortunately, Monthly Care is not available to be purchased online, please visit your local store to purchase it.

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How do I claim?

To claim, please contact Domestic & General as soon as possible by telephone on 0800597 8618*.

Once the claim has been approved, Domestic & General will advise you of the contact details for our engineer.

You will have to arrange and pay for the packaging of the product, but Domestic & General will pay
for the postage (or Domestic & General may arrange for a courier to collect your product). While not a requirement, it is recommended that you use the product's original packaging.

*Calls may be recorded and monitored for quality and training purposes

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What happens if my product needs to be replaced?

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If your product can't be fixed, you could receive a replacement of the same or similar specification or a GAME voucher towards a replacement. If you receive a replacement equipment or a GAME
voucher, your policy will end. All you'd have to pay are applicable delivery charges.

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What is Breakdown Care?

We want you to enjoy using your new and pre-owned products for years to come. Your manufacturer’s product guarantee provides cover for mechanical and electrical breakdown but will be limited to a year and may not cover parts or breakdown through mishap.

That’s where Breakdown Care, provided by the UK’s leading specialist warranty provider Domestic & General, can help. Designed to cover you against the cost of repairs for breakdowns and accidental damage, Breakdown Care gives you an extra year of cover after your guarantee expires.

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Important Information - Breakdown Care

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Extended cover does not have to be purchased at the same time as a domestic electrical good.
Your Breakdown Care policy can be cancelled within 45 days of purchase, and you’ll receive a full refund.
If we provide you with replacement equipment or a GAME voucher, your policy will cease. All you’d have to pay are applicable delivery charges.
You should be advised that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of the subsequent insurance premiums.
Your policy documents will be sent to your delivery address within 14 days.
Your statutory rights will not be affected when you buy a policy. These include the right to claim a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you became aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you. After the first six months, you will have to prove that the goods had a fault when sold to you. For further information about your statutory rights contact the Citizens Advice Bureau: 03444 111 444.
Domestic & General Insurance PLC is covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim.

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When can I use my Breakdown Care?

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You can use your Breakdown Care for accidental damage from day one of your cover.

If your product has broken down due to a fault, your breakdown cover starts after the first 12
months as those are covered by the manufacturer’s guarantee (or GAME if your console is preowned).

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How can I cancel Breakdown Care?

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Within 45 day 'Cooling off period'

Your Breakdown Care policy can be cancelled within 45 days of purchase, and you will receive a full refund. Please return to the store with your documentation and receipt.

After the 45 day 'Cooling off period'

Your policy can be cancelled after 45 days of purchase, and you will receive a refund of the premium paid by you for the remaining full months of your policy.

To cancel your policy after the first 45 days, please write to us at Domestic & General Insurance PLC, Leicester House, 17 Leicester Street, Bedworth, Warwickshire CV12 8JP or click on 'contact us' at www.domesticandgeneral.com. You will need to send in your documentation and receipt.

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Breakdown Care Terms and Conditions

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For further information including complaints procedure, please refer to the documents on this article

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How much does Breakdown Care cost?

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Description	Product Price	2 Years cover, including manufacturer's/ retailers guarantee
Nintendo Switch	Up to £299.99	£64.90
Nintendo Switch	£300 - £500	£69.90
Nintendo DS	Up to £199.99	£19.90
	£200 - £349.99	£24.90
	£350 - £499.99	£29.90
PlayStation 4 & XBOX One	Up to £349.99	£59.90
PlayStation 4 & XBOX One	£350 - £500	£64.90
Sony VR Headset	Up to £199.99	£54.90
	£200 - £349.99	£59.90
	£350 - £499.99	£64.90
	£500 - £750	£74.90
Xbox One X	Up to £449.99	£64.90
Xbox One X	£450 - £600	£70.90

Prices are for new and pre-owned products.

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What’s included? Features & Benefits

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Immediate cover for accidental damage
Breakdown cover once your manufacturer’s or retailer’s guarantee expires
If we can’t fix it, we will arrange to replace your product with the same or similar specification or a GAME voucher towards a replacement
Unlimited repairs
The accessories supplied as standard with the original product are also covered

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Eligibility for Breakdown Care

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Breakdown Care is only available to persons over 18 years of age who are residents of the UK. Persons under 18 years of age will need a parent or guardian to take out the policy on their behalf. Your product must have been bought from GAME (including GAME store and GAME.co.uk), be in good working order when the policy starts, and used for personal and domestic purposes only.

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Who provides Breakdown Care?

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Breakdown Care is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11 Worple Road, Wimbledon, London SW19 4JS.

Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). Our address and details of our authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768.

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What’s not included? Exclusions

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Deliberate damage
Cosmetic damage such as scratches or chips
Damage caused by not following the manufacturer’s instructions
Accessories that were not included with the original product

Key exclusions are documented in the standalone Insurance Product Information Document (IPID). For a full list of exclusions, restrictions and the complaints procedure, please see the Terms and Conditions.

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GAME 'Reward' Service Ending - FAQ's

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Monthly Care
Monthly Care

Monthly Care - Overview

Designed to cover you against the cost of repairs, Monthly Care can help in case of accidental damage from the moment you take out the policy. As soon as your guarantee expires, it also includes breakdown and faults. Once covered, you can rest assured that if there’s a problem that we can’t fix, you’ll receive vouchers for a replacement of the same or similar specification.
Key benefits:
•Immediate accidental damage cover (not included in your manufacturer’s guarantee)
•Cover against breakdown once your manufacturer’s or retailer’s guarantee expires
•If we can’t fix it, you’ll receive GAME vouchers towards a replacement
•Unlimited repairs with no surprise costs to fix
•Accessories that were included with the original product
Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...
•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

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What is Monthly Care?

We want you to enjoy using your new and pre-owned products for years to come. Your manufacturer’s product guarantee provides cover for mechanical and electrical breakdown, but this may not cover parts or breakdown through mishap. That’s where Monthly Care, provided by the UK’s leading specialist warranty provider Domestic & General, can help. Designed to cover you against the cost of repairs for breakdowns and accidental damage. This insurance policy meets the demands and needs of those who wish to insure their console, tablet, PC, gaming headphone, controllers, VR headset, PC accessory, virtual reality system and/or mobile phone against breakdown and accidental damage. Cover will start on purchase of the item and continue monthly and renews monthly until you tell us otherwise for first 7 years. We will contact you every year to ask if you want to continue cover.

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Monthly Care Terms & Conditions

For further information including complaints procedure, please read the Monthly Care Terms & Conditions and Insurance Product Information Document.

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How much does Monthly Care cost?

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What's included? Features & Benefits

•Immediate accidental damage cover (not included in your manufacturer’s guarantee)
•Cover against breakdown once your manufacturer’s or retailer’s guarantee expires
•If we can’t fix it, you’ll receive GAME vouchers towards a replacement
•Unlimited repairs with no surprise costs to fix
•Accessories that were included with the original product
Monthly Care comes with a whole range of extra benefits, making it even more rewarding and keeping you ahead of the GAME...
•100 minutes of expert Tech Support every year for up to four computers (excludes tablets, smart phones or personal organisers), over the phone or online.

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What's not included? Exclusions

•Deliberate damage
•Cosmetic damage such as scratches or chips
•Damage caused by not following the manufacturer’s instructions
•Commercial use
•Accessories that were not included with the original product
These are the main exclusions, a full list of the exclusions can be found in the Terms & Conditions.

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Who provides Monthly Care?

Monthly Care is provided by Domestic & General Insurance PLC. Registered in England and Wales. Company No. 485850 Registered office: Swan Court, 11WorpleRoad, Wimbledon, London SW19 4JS. Domestic & General Insurance PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number 202111). Our address and details of our authorisation can be checked on the FCA website (https://register.fca.org.uk) or by contacting the FCA on 0800 111 6768. Domestic & General Insurance PLC is an insurance undertaking, not an intermediary. We are the underwriter of the insurance and do not provide a personal recommendation.

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Eligibility for Monthly Care

Monthly Care is only available to persons over 18 years of age who are residents of the UK. Persons under 18 years of age will need a parent or guardian to take out the policy on their behalf. Your product must have been bought from GAME (including GAME store and GAME.co.uk), be in good working order when the policy starts, and be used for personal and domestic purposes only.

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What if I have already bought my product?

You may still be able to get your product covered. If you’ve purchased your
product from any GAME store or GAME.co.uk we give you 30 days to take
out MONTHLY CARE, as long as your product hasn’t been damaged in the
meantime. Simply return to any GAME store with your original purchase receipt and a team member will help you.

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How do I claim?

If there’s a problem with your product, you can call us on0800 597 8614365 days a year. Or you can book and track repairs online with My Account (excluding mobile repairs)atwww.domesticandgeneral. We will either arrange for a courier, at our cost, to collect your item; arrange for collection via a drop off point; or send you packaging, a returns form, instructions and a prepaid protective envelope. You will have to arrange and pay for the packaging of the item. While not a requirement, it is recommended that you use the item’s original packaging. For mobile phones you will need to tell us your item’s IMEI number (so please keep a note of this) and you must ensure that all blocks are removed from your item before you send it to us for repair. For theft claims you will need to contact the appropriate police authorities as soon as possible, requesting a crime reference number or police report. You should also contact your mobile network provider to block your SIM/IMEI Number. Once you have contacted us we will then send you a claim form.
*Calls may be recorded and monitored for quality and training purposes

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What happens if my product needs to be replaced?

If your product can't be fixed, you will receive a replacement of the same or similar specification or a GAME voucher towards a replacement. If you receive a replacement equipment or a GAME voucher, your policy will end. All you'd have to pay are applicable delivery charges.

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Important Information - Monthly Care

•Extended cover does not have to be purchased at the same time as a domestic electrical good.
•Your MONTHLY CARE policy can be cancelled within 14 days of purchase, and you’ll receive a refund of any premium paid, provided you have not used any services under the policy.
•If we provide you with vouchers for a replacement, your policy will end.
•You should be advised that extended warranties are available from other high street outlets, insurance companies and other providers. Cover may also be available for limited periods on some appliances from your credit card provider. Some household contents insurance policies offer cover for accidental damage, fire or theft. You may, however, find that an excess is payable and a claim may affect the cost of the subsequent insurance premiums.
•Your policy documents will be sent to your delivery address within 14 days.
•Your statutory rights will not be affected when you buy a policy. These include the right to claim a refund, repair, or replacement for up to six years (in Scotland it’s up to five years after you became aware, or could with reasonable diligence have become aware there was a problem) if your electrical goods were not of satisfactory quality or fit for purpose when they were sold to you. After the first six months, you will have to prove that the goods had a fault when sold to you. For further information about your statutory rights contact the Citizens Advice Bureau: 03444 111 444.
•Domestic & General Insurance PLC is covered by the Financial Services Compensation Scheme. If we cannot meet our obligations to you under the policy, compensation may be available to cover these obligations. The compensation provides for 90% of any claim with no upper limit on the amount of the claim.

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When can I use my Monthly Care?

You can use your Monthly Care for accidental damage from day one of your cover. If your product has broken down due to a fault, your breakdown cover starts after the first 12 months as those are covered by the manufacturer’s guarantee (or GAME if your console is preowned).

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How can I cancel Monthly Care?

Cooling off period – Changing your mind
The ‘cooling off period’ is the fourteen (14) day period from receipt of your documentation or from the policy start date, whichever is later. If you change your mind during the cooling off period, you can cancel your policy and you’ll receive a refund of any premium paid.
After the cooling off period
If you cancel your policy after the cooling off period, your policy will remain in place until the end of the period for which you have already paid and you will not receive
a refund.
How to cancel
If you wish to cancel your policy, please contact Domestic & General on
0800 597 8614. You can also cancel by using the cancellation form on their website,
or by writing to the address specified in the ‘Customer services details’ section.

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Pre-owned/Refurbished
Pre-owned/Refurbished
How are your items graded?
Devices we sell are graded according to their cosmetic condition and whether any additional accessories are included.
- Grade A - "Nearly New"
  Item is in brand new/unused condition
  Original box and packaging in excellent condition (including all accessories and instructions)
  Please note: The plastic seal will not be present as this will need to be removed for testing purposes.
- Grade B - "Good"
  Item is in a good general condition, nothing more than slight cosmetic marks or scratches.
- Grace C - "Reasonable"
  Item is in a reasonable condition, with some cosmetic marks or scratches.
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Store Finder
Store Finder

Store Finder

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

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I'd like to leave feedback about one of your stores

If you want to let us know about a recent visit to one of our stores please get in touch.
When contacting please include the location, date and time of your visit so we can help you.

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Closed Services

GAME REWARD and GAME ELITE shall be closing on 31 July 2024

As of 31 July 2024 (“Closure Date”) the GAME ‘Reward’ Programme (“GAME Reward”) and the GAME Elite Membership Scheme (“GAME Elite”) shall come to an end, after which GAME Reward customers and GAME Elite Members (“Elite Members”) will no longer be able to earn GAME Reward points on purchases made in GAME stores or online at game.co.uk or redeem any GAME Reward or GAME Elite points (please see the GAME Reward and Elite closure FAQs here for further information) remaining on your GAME Reward account.

YOU WILL STILL BE ENTITLED TO RECEIVE GAME REWARD POINTS AS PER THE TERMS AND CONDITIONS ON ELIGIBLE PURCHASES IN GAME STORE AND ONLINE AT GAME.CO.UK BUT ONLY UNTIL 23.59 ON 15 JULY 2024. AFTER WHICH DATE PURCHASES WILL NOT EARN YOU ANY GAME REWARD POINTS BUT YOU CAN REDEEM ANY GAME REWARD POINTS UNTIL THE CLOSURE DATE.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

AFTER THE CLOSURE DATE THE GAME REWARD POINTS WILL BE RESET TO ZERO AND THE GAME REWARD ACCOUNT WILL BE CLOSED, YOU WILL NO LONGER BE ABLE TO ACCESS IT AND YOU WILL NO LONGER BE ABLE TO REDEEM YOUR GAME REWARD POINTS.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Reward close?

GAME Reward, the loyalty scheme which enables GAME customers to earn points on purchases made in GAME stores or at www.game.co.uk will officially end at 23:59 on on Wednesday 31 July 2024.

Can I still earn GAME Reward points prior to the Closure Date?

Prior to the Closure Date any GAME Reward points earnt shall remain in your GAME Reward account.

You will still be entitled to receive GAME Reward points as per the terms and conditions on eligible purchases in GAME store and online at www.game.co.uk but only until 23.59 on 15 July 2024 after which date purchases will not earn you any GAME Reward points.

All GAME Reward members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online.

The email will be sent to the email address provided in your GAME Reward account.

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

Yes, at any point prior to the Closure Date you will be entitled to redeem GAME Reward points remaining on your GAME Reward account (with a minimum redemption amount required of 400 GAME Reward points) in GAME stores or online at www.game.co.uk in accordance with the terms and conditions.

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following 23:59 on 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed. You will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis. Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

What do I do with my GAME Reward card?

They can be destroyed as they will no longer be in use.

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date where you have used GAME Reward points in whole or in part in order to purchase the product will not be affected by the closure of GAME Reward. You will still receive your order.

What will happen if I wish to return or obtain a refund or exchange a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy. For enquiries in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

GAME shall provide customers that are entitled to a refund an e-voucher to the value of the GAME Reward points they have used to purchase or part purchase the product being refunded. The e-voucher shall be sent to the email address provided when you registered for a GAME account. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

If you purchased the product in-store:

GAME shall provide customers that are entitled to a refund a physical gift card to the value of the GAME Reward points they have used to purchase or part purchase the product. If the product was part purchased using a credit or debit card the amount paid will be refunded to the card used to pay for the product.

What will GAME do with my personal data ?

Although GAME Reward is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

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Can I still redeem Reward points prior to the 31st July 2024?

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What will happen to my remaining Reward points after the 31st July 2024?

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You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024. Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed, and you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

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GAME Elite FAQ

HOW DO I CHECK THAT I AM AN ACTIVE ELITE MEMBER?

To check the status of your Elite membership login here and select 'Home' from the top navigation. This will display details of your membership start and end date, and the current status.

WHERE CAN I SEE THE POINTS EARNED FROM MY ELITE MEMBERSHIP?

Elite members can view any Elite points earned by logging in here and selecting benefits from the top menu. This page displays the additional points earned from a membership above the base level of points available to a standard Reward customer.

Expecting to see something but are not? Read more on which products are eligible to receive points here.

WHY DO MY EXTRA POINTS NOT DISPLAY ON MY RECEIPT?

Points are always awarded within 48 hours of the purchase so that you can use them next time you come into the store or shop online.

You can always login to membership.game.co.uk to see all the points and benefits you have earned as a Game Elite Member and they will display within 48 hours. You will see your full credit balance also if you have the GAME app (no breakdown/transaction info).

WHEN WILL I RECEIVE MY BIRTHDAY GIFT?

You will receive your birthday treat on or around the time of your birthday, (as long as you provide your date of birth when setting up your Game Reward Account!)

WHEN DO I GET MY POINTS FOR A PRE-ORDER?

Both Reward and Elite customers will earn points on the full value paid for the pre-order 24h after receiving the pre-ordered product (this is for the full price paid for the pre-ordered product)

CAN I GET EXTRA POINTS ON STUFF I BOUGHT BEFORE I JOINED

When you redeem your GAME Elite membership code, we credit your account with the points on your purchases for the last 5 days. This means you won’t lose any points on recent purchases, as long as you activate right away!

ARE THERE ANY BENEFITS IN THE GAME APP TO HAVING A GAME ELITE MEMBERSHIP?

Yes. Download the GAME mobile app to claim your discounts in store, enter prize draws, view offers and see exclusive content and Elite benefits!

ARE THE SAVINGS INSTANT FOR GAME ELITE?

The extra points are awarded within 48 hours so that you can use them next time you come into the store or shop online.

Exclusive discounts to products and services are applied immediately.

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED FROM MY ONLINE PURCHASE?

Always make sure you are logged in to your account before you make a purchase online. You have to log in to make sure you don’t miss out on points!

HOW DO I MAKE SURE MY GAME ELITE BENEFITS ARE APPLIED IN STORE?

When you are at the till make sure that you scan your reward card with every purchase. This can either be the physical reward card or by logging into the mobile app and presenting the QR code. This will mean you can take advantage of all the exclusive offers and deals!

HOW DO I CHANGE MY ACCOUNT DETAILS ON MY GAME ELITE?

If you want to change the account details from which your direct debit is paid, you must do this via the Membership portal at membership.game.co.uk at least 14 days’ notice prior to your next payment date.

HOW MUCH NOTICE DO I HAVE TO KEEP TO CANCEL MY DIRECT DEBIT

You must give us notice to cancel at least 5 working days before the due date of your next payment, in which case your Membership will end at the end of the current month. If you give us less than 5 working days’ notice, your next payment will be taken and your Membership will not end until the following month

HOW DO I CANCEL MY DIRECT DEBIT

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GAME 'Elite' Service Ending - FAQ's

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GAME REWARD and GAME ELITE shall be closing on 31 July 2024

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

The closure of GAME Elite will also mean the closure of monthly GAME Elite offers and also prize draws and promotions that Elite members are eligible to enter.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

When will GAME Elite close?

GAME Elite, the premium loyalty scheme which enables GAME customers to earn extra GAME Reward points on purchases in GAME stores or at www.game.co.uk as well as be eligible for special monthly offers and entry into prize draws and promotions will officially end at 23:59 on Wednesday 31 July 2024.

If I pay for my Membership monthly, when will my Membership end?

If you purchased your GAME Elite Membership (“Membership”) on a monthly basis we will request that our provider cancel direct debit payments from 3 June 2024 so you may or may not have a direct debit payment taken in the month of June 2024 (as it can take our provider up to 14 days in which to action the cancellation request) but from the month of July 2024 and onwards no further payments will be taken and your direct debits will be cancelled.

Your Membership will expire on the day your next monthly direct debit payment would have been taken out. If a payment is taken in June because your direct debit has not been cancelled before the June payment date as it can take our direct debit provider up to 14 days in which to action the cancellation request, your Membership will expire on the earlier date of either (i) the date your direct debit payment in July 2024 would have been taken out or (ii) 23.59 on 15 July 2024.

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024.

If I pay for my Membership on a fixed period of 12 months when will my Membership end?

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.

If I pay for my Membership on a fixed period of 12 months and it has not expired prior to the Closure Date will I get a pro rata refund on the months I have paid for but will not received the service?

We will be in contact with you shortly on the process of how we will refund Members that have paid for their Membership on a fixed period of 12 months and are entitled to a pro rata refund of the months paid but will not receive the service for as GAME Elite is closing. Please check the GAME App and website for further details.

Can I still earn extra GAME Reward points being a Member prior to the Closure Date?

Prior to the Closure Date any extra GAME Reward points earnt and accumulated through being an Elite Member shall remain in your GAME Reward account.

All Elite Members will receive a separate email by 16 July 2024, which will detail the final balance of GAME Reward points they have accumulated through eligible purchases made through GAME stores and online and also the GAME Reward points awarded in accordance with the value guarantee policy as set out at Clause 5 of the GAME Elite Terms and Conditions found here.

More details are set out below in ‘What will happen with Value Guarantee?’

The email will be sent to the email address provided in your GAME Reward account. You can view your always view your current balance on your GAME Reward account online at www.mygame.game.co.uk or via the GAME App.

What will happen with my GAME Reward points if I have purchased my Membership on a monthly basis?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk until the earlier date of either (i) until the date your direct debit payment in July 2024 would have been taken out (unless your direct debit was cancelled in June 2024 in which case the date the direct debit was meant to be taken e.g. if your direct debit payment was scheduled to be taken on 13 June 2024 and it was cancelled prior to this date, then your Membership will end on 12 June 2024 at 23:59 and no further direct debit payments will be taken.) or (ii) 23.59 on 15 July 2024. After which date purchases will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

What will happen with my GAME Reward points if I have purchased my Membership on a fixed period of 12 months?

You will still be entitled to receive extra GAME Reward points on eligible purchases in GAME store and online at game.co.uk until the earlier date of either (i) the date on which the Membership automatically expires or; (ii) 23.59 on 15 July 2024. After which date purchases in GAME store and online will not earn you any GAME Reward points. You will still be able to redeem your GAME Reward points up until the Closure Date.

Can I still redeem GAME Reward points prior to the Closure Date on purchases in GAME stores or online?

What will happen after the Closure Date to any remaining GAME Reward points I have in my GAME Reward account?

You will no longer earn GAME Reward points on purchases made in GAME stores or online following the 15 July 2024.

Any GAME Reward points remaining on your GAME Reward account following the Closure Date shall be reset to zero and the GAME Reward account will be closed, you will no longer be able to access it and you will no longer be able to redeem your GAME Reward points.

WE WOULD STRONGLY URGE YOU TO REDEEM YOUR GAME REWARD POINTS PRIOR TO THE CLOSURE DATE ON PURCHASES IN GAME STORES OR ONLINE TO AVOID DISAPPOINTMENT.

Please be aware that in accordance with the terms and conditions - GAME Reward points have no cash redemption value. GAME Reward points earn the equivalent value of £1.00 for every 400 GAME Reward points earnt. The minimum amount of GAME Reward points that you can redeem against a purchase is 400 points but any number of points above 400 can be redeemed against purchases on a pro-rata basis. Exclusions as set out at the terms and conditions shall apply.

Where can I redeem my GAME Reward points?

GAME Reward points prior to the Closure Date can be redeemed in GAME standalone stores or online at www.game.co.uk

I have used some/all of my GAME Reward points to purchase a product on a pre-order, will my pre-order now be affected by the closure of GAME Reward?

Any pre-order purchases made prior to the Closure Date using GAME Reward points in whole or in part will not be affected. You will still receive your order.

What will happen with my GAME Elite benefits?

As an Elite Member will still be eligible to the GAME monthly product offers to receive additional GAME Reward points as well as the birthday bonus GAME Reward points up to and including the 15 July 2024.

What will happen with Value Guarantee?

Any Elite Members that have held a Membership for 12 consecutive months (either by paying monthly or for a fixed period of 12 consecutive months) will receive a pro-rated number of GAME Reward points based on how long they have held the Membership for. You will receive a final balance of additional GAME Reward points that you have been awarded through Value Guarantee in a separate email.

If you have paid for your Membership for a fixed period of 12 consecutive months:

Example: If you have paid £36.00 for your Membership for 12 months but only used your Membership for a period of 5 months prior to the Membership ending, you would have paid a pro-rated amount of £15.00 for your Membership. If during these 5 months you only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £8.00 worth of GAME Reward points into your GAME Reward account.

If you have paid for your Membership monthly by direct debit:

Example: If you have paid for your Membership monthly by direct debit for a period of 3 months from the month after the last Value Guarantee was paid made (if applicable) and prior to the Membership ending, which amounted to £9.00, but you have only acquired £7.00 worth of GAME Reward points, you will be awarded an additional £2.00 worth of GAME Reward points into your GAME Reward account.

The Value Guarantee amount will be calculated from the date of the last Value Guarantee payment for the previous 12 consecutive months if Value Guarantee will apply based on your GAME Reward points accrued in that period (if applicable).

Will I receive a refund if I purchased a Membership for a fixed period of 12 months?

Any Elite Member who had purchased a fixed term Membership which was to expire following the Closure Date will receive a refund for any remaining months of their Membership they have paid for following the Closure Date .

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date.

What will happen if I wish to return or obtain a refund for a product which I paid for in whole or in part using my GAME Reward points following the Closure Date including products purchased on pre-order?

All returns and refunds are governed by GAME’s return and refund policy found here. For enquires in relation to unwanted or faulty goods purchased please contact our GAME customer team via the help centre.

If you purchased the product online:

If you purchased the product in-store:

What will GAME do with my personal data?

Although GAME Elite is closing we will retain customers' personal data in accordance with the GAME privacy policy as GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

If you paid your Membership by direct debit upon closure of GAME Elite our direct debit provider will delete your personal data they have retained in order to process payments.

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When will my Elite Membership end?

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I pay monthly

Any GAME Reward points earned as part of your Membership can be redeemed until 23:59 on 31 July 2024.

I already paid upfront for 12 months

If you purchased a Membership on a fixed period of 12 months your Membership will end on the Closure Date unless it automatically expired prior to the end of the Closure Date.

For example, you paid for a 12 month Membership in January 2024, you will receive a refund for the remaining 5 months following the Closure Date.

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What will happen with Value Guarantee?

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If you have paid for your Membership for a fixed period of 12 consecutive months:

If you have paid for your Membership monthly by direct debit:

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ANNOUNCEMENT ON THE CLOSURE OF GAME WALLET

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GAME WALLET shall be closing at 23.59 on 20 AUGUST 2024

The ability to add funds and gift cards to your GAME Wallet shall be ending at 23:59 on 17 JULY 2024

As of 23:59 on 20 August 2024 GAME Wallet shall close and customers will no longer be able to use GAME Wallet as a payment method to purchase products in GAME stores or online at game.co.uk.

You will still be able to add GAME gift cards or top-up e-gift cards into your GAME Wallet account however only until 23:59 on 17 July 2024 after which date the ability to add GAME gift cards or top-up e-gift cards through your GAME Wallet account either in GAME stores or online at game.co.uk will be removed from your GAME Wallet online account and on the GAME app.

AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.

We understand that this decision shall raise some questions and have answered as many of these as possible below.

QUESTION	ANSWER
When will GAME Wallet close?	GAME Wallet shall close at 23:59 on 20 August 2024 (“Closure Date”) after which you will no longer be able to access your GAME Wallet account either online or through the GAME App or spend any remaining credit balance held in your GAME Wallet account.
Am I able to add GAME gift cards or top-up e-gift cards to my GAME Wallet account before the Closure Date?	Prior to 23:59 on 17 July 2024 (“Top-up Closure Date”) you will be able to continue to add GAME gift cards or top-up e-gift cards to your GAME Wallet account online. Following the Top-Up Closure Date, the ability to add GAME gift cards or top-up e-gift cards to your GAME Wallet to your GAME Wallet account will cease.
Am I able to spend the credit held in my GAME Wallet account prior to the Wallet Closure Date?	Yes, you can continue to make purchases using the credit held in your GAME Wallet account either via the GAME app or online at www.game.co.uk, in accordance with the GAME Wallet terms and conditions found here but only until the Closure Date. You cannot use your GAME Wallet to buy products where the value of the transaction exceeds the total value held in your GAME Wallet account. Your GAME Wallet account cannot have a negative balance and no credit will be extended to your GAME Wallet account in any circ*mstances. GAME Reward points will also continue to be awarded and applied to your GAME Wallet account for purchases online or through the GAME App up in accordance with the GAME Wallet terms and conditions to the 23.59 on 15 July 2024 . Please see the GAME Reward FAQ here for further details. AFTER 20 AUGUST 2024 YOUR GAME WALLET ACCOUNT WILL BE CLOSED AND YOU WILL NO LONGER BE ABLE TO ACCESS IT. WE WOULD STRONGLY URGE YOU TO SPEND ALL THE CREDIT YOU HAVE IN YOUR GAME WALLET ACCOUNT ON PURCHASES ONLINE PRIOR TO THE CLOSURE DATE.
What will happen if I have a remaining credit balance in my GAME Wallet account after the Closure Date?	The balance in your GAME Wallet account cannot be exchanged or refunded for cash in any format before or after the Closure Date. You will not receive a refund of any credit remaining on your GAME Wallet account, via a monetary cashback or by way of gift card. If you do discover you have credit remaining in your GAME Wallet account following the Closure Date, we would advise you to contact GAME customer service.
What will GAME do with my personal data?	Although GAME Wallet is closing we will retain customers personal data in accordance with the GAME privacy policy as customer GAME accounts will remain active in order to allow customers to continue to purchase products online through their account. Any personal data processed, managed, used and collected by GAME shall be governed by GAME privacy policy.

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My Account
- Getting Started
  Getting Started
  
  How do I register for an account?
  
  Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
  When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
  To register with your active, valid email address, please click here.
  Once you have followed the steps of setting up your account you can update your details using the My Accountsection of our site. Here you can manage your addresses, payment cards and keep an eye on your orders.
  
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  How do I create or change my password
  
  Register an account with us to get the benefit of having your orders and order history in one place and you can take advantage of our expedited check-out system.
  When you create your account you can opt in to receive our newsletters, keeping you up to date on the latest trends, special offers and promotions.
  To register with your active, valid email address, please click here. You will be asked to create a password for your account.
  If you already have an account with us but can't remember your password, you can use the forgotten password link to re-set it by following the steps.
  You can manage your account and your password in the My Account section
  
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  How can I change details and marketing preferences?
  
  You can see and manage most of your details when you login.
  Just head over to My Account to manage your account and password,
  Under Contact Preferences for and you'll be able to see your current preferences and make changes to them online.
  The Manage Cards section allows you to update payment detail
  
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  How do I create or change my email address?
  
  For our customers’ security we don’t allow change of email address.
  If you need to use an alternative email address, we’d ask you to create a new account.
  
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  How do I buy online?
  
  You can search for items in a few different ways, to then add them to your shopping cart.
  There's a search function at the top left of the website, look for the magnifying glass icon, but you can also look through our different categories for inspiration.
  As you search your way through, you will see the different items found in that search or under that category for you to make your selection around colour, size and quantity before adding it to your basket.
  When you're happy with your selection you can proceed to checkout where you will select your preferred delivery option, make your payment and look forward to receiving your items.
  
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  How do I pre-order an item?
  
  Sometimes we offer special products to pre-order, which gives you the ability to order these items before their official launch or before stock becomes available for everyone.
  The pre-order item, along with any other items you have selected for that order, will be processed for shipment once the stock becomes available. This means the whole order is only shipped once the pre-order item is available.
  We show dates on the site for the expected available date for our pre-order items, but they can change and should be taken as a guide. We will keep you updated as soon as we send it out.
  When you place an order with us, your bank will put an authorisation hold of the amount against the order. This will show as a pending amount on your statement.
  We will only charge you once the order has dispatched.
  
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  Unsubscribe/Delete Account
  
  Having an account is free and enables you to shop easily without having to enter your details each time. It also gives you an easy overview of your order history.
  If you'd prefer to keep your account but would like to stop receiving promotional messages you could change your preferences online, or by pressing ‘unsubscribe’ on one of our marketing messages.
  If you want to delete your online account, please contact us with your details our team will help you further.
  
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- Technical Issues
  Technical Issues
  Add to safe sender list
  
  Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.
  Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s whitelist then mail from the specific sender will be allowed.
  To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.
  Hotmail
  1. Open your inbox
  2. Click "Options" (at the top right-hand corner of the screen) then "More Options" at the bottom of the dropdown list
  3. Select "Safe and Blocked senders" then click "Safe Senders"
  4. Copy and paste our email address into the box provided and click "add to list"
  5. Our email address has been successfully added to your safe sender list
  Microsoft Office Outlook 2003
  1. Open your inbox
  2. On the toolbar click "Actions"
  3. Select "Junk E-mail" from the drop-down menu
  4. Select "Add sender to safe senders list"
  5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm
  6. The email address has now been entered into your Outlook contacts list
  Yahoo!
  1. Open your inbox.
  2. Navigate to an email from us and click the "Add" button next to our email address
  3. If not there already, copy and paste our email address into the email field and click "Save"
  4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box
  5. The email address has now been entered into your Yahoo! address book.
  Microsoft Office Outlook 2007
  1. Open your inbox
  2. Open the “Tools” menu and click "Options"
  3. On the “Preferences” tab under “Email” click “Junk Email”
  4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”
  5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK
  6. The email address has now been added to your contacts list.
  AOL Mail
  1. Open your inbox
  2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.
  3. Click “Add contact” to confirm
  4. The email address has now been added to your Contacts list
  Google Mail
  1. Open your inbox
  2. Navigate to an email from us
  3. Click on the "More options" link next to the date
  4. Click on "Add sender to Contacts list" in the options list
  5. The email address has now been entered into your Gmail contacts list.
  
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  I’m having problems signing in. What can I do?
  
  If you have an account with us, please make sure you are using the same email address and password as you used when setting your account up.
  If you can't remember your password, you can use the 'forgotten password' link on the sign-in page to reset your password. Click here to get to the sign-in page, and then follow the steps.
  If you don't have an account you can set one up here. This means you have all your order history and details in one place.
  If you're still having problems signing in to your account, please contact us and we'll be happy to help.
  
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  I'm experiencing issues using the website
  We're sorry to hear you are experiencing problems with our website, please see below for some suggestions that should help:
  Try opening a new browser session if this doesn't work open an incognito window (Google) or New InPrivate window (Edge)
  Clear your cache and cookies
  Deactivate any plugins
  Check your HTTPS settings
  Clear your temporary files
  Try on an alternative device such as a mobile phone, desktop PC, laptop, or tablet.
  Please note: If you're experiencing any issues specifically with making a payment, such as during checkout, you may need to contact the payment provider directly to troubleshoot payment errors and check on your account.
  If you've tried all the above and are still struggling, please get in touch with our Customer Services team and we'll get this sorted for you. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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  I'm experiencing issues with the App
  
  We're sorry to hear you are experiencing problems with our App. Please check that you're using the most up-to-date version of the app.
  If you find that you're still experiencing technical difficulties, we'd recommend you try deleting the app and reinstalling it. This tends to resolve most customer issues.
  If the problem persists, please get in touch with our Customers Services team. We'd need to know more about what device you're using, and what errors you're seeing so we can flag the issue with our support teams. When contacting us it may help to provide screenshots showing the issue which you need more help with so we can better help you.
  
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Financial Services

Frasers Plus

What is Frasers Plus?

Frasers Plus is a credit product which enables you to split the cost of your order into monthly instalments.

You'll now see Frasers Plus as a payment option during checkout when you buy from us online. So if you'd prefer to split the cost of your order you can select Frasers Plus to apply for an account during checkout.

If you want to learn more about Frasers Plus or if you need any support from the Frasers Plus team, you can find more information here - Frasers Plus

Complaints about your Frasers Plus account

We are committed to providing you with the best experience possible but appreciate that sometimes things can go wrong. If you have a complaint about your Frasers Plus account, we recommend you firstly contact Frasers Group Financial Services who provide and manage your Frasers Plus account.

If you have a complaint about how your finance was introduced then please contact us directly and we will do everything we can to resolve the matter promptly. Contact details are below.

Please note: Any enquiries or complaints regarding purchases, including deliveries, should be directed to our customer services team.

How to make a complaint about your Frasers Plus account?

Complaint type

Who should I contact?

My complaint is about:

The Frasers Plus Account or App,
Frasers Plus payment,
Frasers Plus terms and conditions,
Frasers Plus communications.
Frasers Plus marketing,
The actions of one of our colleagues in conversation about Frasers Plus.

Frasers Group Financial Services– via:

the Frasers Plus App Chat,
Contact us form

What happens after I make a complaint?

We take all complaints seriously and we will do everything we can to resolve them quickly.
We will acknowledge your complaint promptly and keep you updated. In most cases, you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I am unhappy with your final response?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer your complaint to the Financial OmbudSman Service who offer a free and independent review service. You can contact them by (1) post: Exchange Tower, London, E14 9SR, (2) telephone: 0800 023 4567, or (3) by sending an email to [email protected]. You'll need to contact them within 6 months of receiving our final response email.

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Site Policies

Complaints & Digital Scams

We hope that you’re happy with any purchase you’ve made or service you’ve received from GAME and that you’ll never have reason to complain.

But should there be something you are not happy with, we’d like you to contact our Customer Service team so that we can try to fix this for you.

Please visit Contact Us for more details on how to speak to our Customer Service team.

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Complaints about our Financial Services

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At GAME Retail Limited we always strive to provide an excellent experience but appreciate that sometimes things can go wrong.

If you are unhappy with any of our financial products and services, due to the protection of your personal data, we recommend you contact the relevant lender in the first instance.

We act as a credit broker authorised and regulated by the FCA (firm reference number: 652341) and not a lender. Finance is provided and managed by third party lenders as detailed below.

Who do I contact?

Name of Lender	Contact details
Klarna Bank AB (publ) (Legacy provider)	Sveavägen 46, 111 34 Stockholm, Sweden Click here for contact form and complaints
PayPal (Europe) S.à rl et Cie (Online provider)	S.C.A, 22-24 Boulevard Royal, L-2449, Luxembourg Click here for contact form and complaints.

Alternatively, if you have a complaint about how your finance was introduced or you would prefer to contact us then we will do everything we can to resolve the matter promptly. Please contact us using the contact details on our website.

How long will it take?

We take all complaints seriously and we will do everything we can to resolve them quickly.

We’ll keep you updated and in most cases you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

What if I'm unhappy with the outcome?

If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS).

FOS is a free, independent service that looks into disputes between financial businesses and their customers. If you do refer to the FOS you should do so within 6 months of receiving our final response.

FOS Contact details

Website: https://www.financial-ombudsman.org.uk/
Telephone:0800 023 4567
Email:[email protected]
or you can write to:
The Financial Ombudsman Service
Exchange Tower,
Harbour Exchange Square
London, E14 9GE

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Digital Scams. What are they and where to get advice and support

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Digital Scams are growing in the UK and at GAME we want to stop this from happening.

What is a digital Scam?

A digital scam is where yourself or someone you know is taken advantage of by individuals looking for you to purchase digital cards such as Gift Cards, iTunes Cards or Steam cards and pay for them and then handover the codes to the fraudsters. For example, have you recently had a cold call or E-Mail (note: scams are not limited to taking these forms) from someone asking you to pay them using digital credit (most commonly Steam and iTunes) stating any of the following:

• You owe money to HMRC?

• You owe money to a previous or current phone company?

• You owe money for a previous PayPal or Gumtree purchase?

• You owe money for previous shipping fees for a product?

• You can donate steam, Amazon or iTunes vouchers towards sick on underprivileged children?

• You have had an E-Mail or message from someone stating to be your line manager or above (CEO) to buy digital credit?

If you answered yes to any of the above you might be the victim of an attempted digital scam. Remember Apple (iTunes) and Steam gift cards can ONLY be used to purchase items direct from that company. If you're approached to use the cards for any other payment, you could very likely be the target of a scam. Do not provide the numbers on the back of the gift card to anyone that you don't know.

The FCA (Financial Conduct Authority) have a dedicated page where you can find out how to protect yourself from the most common types of scams. You can access the information here.

Steam Wallet Gift Card Scam - General information for customers

You can also check if something might be a scam on the on the Citizens Advicewebsite.

Where to get support if you or someone you know has fallen victim to a scam.

Action Fraud is the UK's national reporting centre for fraud and cyber crime where you should report fraud if you have been scammed, defrauded or experienced cyber crime.

You can contact Action FraudMonday to Friday 8am - 8pm and contact details can be found here.

Age UK can offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. They can be contacted by clicking here

Action on Elder Abusecan also offer advice and support if you are concerned about an elderly family member or friend who may have been subjected to a digital scam. They can be contacted by clicking here.

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Terms & Conditions

WHO WE ARE

If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions. Please read these terms and conditions carefully before accessing and/or ordering any goods from the Website.

You should save a copy of these terms and conditions for future reference and if you have any questions about the Website please contact Customer Services.

The following definitions are used in these terms:

Customer, you	You, the customer accessing and/or using the Website.
Website	www.game.co.uk
Seller, us, we	Purchases paid for using a debit/credit card are sold to You by Wareshop2 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 09870840 Registered Location: England VAT Number: GB 231 5087 33). Purchases paid for using a credit product provided by Frasers Group Financial Serviced Limited, such as Studio Pay and Frasers Plus, are sold to You by Wareshop3 Limited (Registered Address: Unit A, Brook Park East, Shirebrook, NG20 8RY Company Number: 12299567 Registered Location: England VAT Number: 125688644).
Website Operator	GAME Retail Ltd. registered address is Unity House, Telford Road, Basingstoke, Hampshire, RG21 6YJ. Company Number 07837246, Registered location: England. VAT Number GB190396194.
Customer Services	Contact Us

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PLACING AN ORDER

ADD TO BAG:Select the product(s) you want to buy from the Website (including the size, colour (where applicable) and the quantity (the default will be one (1) unit and there is a limit of ninety nine (99) units per item. To order quantities greater than 99 units per item, please contact Customer Services who will be able to assist you with your order). Click 'Add to Bag'.

CHECKOUT: Once you have added all of the products you wish to order, click on the ‘My Bag’ icon in the top right hand corner. Review the contents of your bag and make sure all specifications meet your requirements then, click "Continue Securely".

ACCOUNT/GUEST:Enter your email address. If you already have an account, you will be asked to enter your password to log in, or you can choose to continue as a guest without logging in. If you do not have an account, you will be given the opportunity to register for an account or to continue as a guest.

DELIVERY: Select your preferred delivery method. Not all delivery options are available for all products.

PAYMENT: Select your preferred payment type on our secure payment page. Your payment will be collected from you by, or on behalf of, the Seller (depending which payment option you choose). You should also enter any gift card/vouchers/promo codes on this page. On receipt of your order, an authorisation will be created on your account which will refer to the Website brand. This will show on your bank statement as a reservation of funds which allocates the money to your order but will not be taken until your order has been picked and processed. In the event that your order cannot be fulfilled, a request will be sent to your bank to cancel the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon the cancellation of the payment.

ORDER ACKNOWLEDGEMENT:Following submission of your order you will be sent an automated order acknowledgement to the email address used to place the order. An order acknowledgement does not mean that your order has been accepted. All orders are subject to availability of the products and formal acceptance by the Seller (which is in the order confirmation).

ORDER CONFIRMATION: When your order has been picked, packed and is ready for delivery, you will receive an email confirming that the Seller has accepted your order. This is when a contract for you to purchase the goods from the Seller is formed. The contract to sell goods to you only relates to those goods listed in the confirmation email. By placing an order through the Website, you warrant that you are legally capable of entering into a binding contract.

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DESCRIPTION AND PRICING OF GOODS

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A description of the main characteristics and prices of goods are on the product pages of the Website.

For Customers based in the UK and the EU: the price includes all applicable taxes.
For Customers based outside the UK and outside the EU: the prices for goods on the Website may not include all applicable taxes. Please see Customs Charges and Import Duties for further details.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

The Seller is under no obligation to sell incorrectly priced goods to you at the incorrect price.

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DELIVERY AND RETURNS

Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

If your order is particularly heavy it may be subject to extra delivery charges. If any order is subject to extra delivery charges you will be advised of the additional cost before delivery of your order begins. You have the option to cancel the order if you do not wish to pay any additional delivery costs.

Please note we are currently unable to deliver to PO Boxes.
Some items cannot be cancelled or returned.

Delivery options
We always aim to dispatch all goods in stock as quickly as possible. The maximum UK delivery lead time for goods is 30 days unless specifically agreed by We with you.

Delivery of pre-order Items

If you pre-order goods with a launch date, then we will reserve your goods and hold the whole order until the day before the launch date. We will dispatch the pre-ordered goods via Express Delivery the day before the launch date, if delivery is within the UK.

Split delivery

Wemay split delivery of your order into several parcels based on stock availability. You will not be charged extra for this method of shipping. Any additional consignments for delivery in the UK will be sent using the "UK Delivery option: Express Delivery".

Cancellation period for online purchases

In addition to your statutory rights (whereby you have 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, followed by 14 days from the date of notification to return the unwanted purchase(s)), you have 28 days from the day after your items are delivered (or someone receives the items for you) or you collect your online purchase items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

If your order consists of multiple items or parts which are delivered on different days, then the cancellation period (in respect of your whole order) ends on the day 28 days after the day on which the last of the items or parts are delivered to you (or a person you have nominated to receive the order)

If your order contains items shipped to you by one of our direct suppliers, the cancellation period may differ, please see thedropship/marketplace terms.

For all valid items returned within the cancellation period, you may notify us that you are cancelling your order but you do not have to. If you choose to do this, please contact us here or write to us by post at:
Customer Returns
Unit B
Brook Park East
Shirebrook
UNITED KINGDOM
NG20 8RY
Please give us a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

Returning items

You must return your items by post to the Returns Address no later than 28 days after the day on which the items are delivered to you (or someone receives the items for you) or you collect your items from one of our stores (UK Mainland only) to change your mind and return the items back to us.

Any returns are at your own risk. For your protection, We recommend that you return your items either by courier or by tracked post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. Where an item cannot, by its nature, be returned by post (for example an exercise bike) we charge a collection fee.

The items need to be in the original packaging where it forms part of the goods (for example, boxed goods, garments and gift items). Where an item has a return policy swing ticket attached, it must still be attached and undamaged upon return.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, We may have a right of action against you for compensation. This applies to all items that are returned.

Refunds

Wewill refund you (or will arrange a refund on our behalf) in full for any items you return but will deduct from any reimbursem*nt an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

If you are returning all items in your order, we will also refund the cost of the initial delivery to you, but only up to the cost of the standard delivery charge. We will not refund any Next Day, Express, Saturday or other premium component of any delivery charge. If you are not returning all the items in your order, the initial delivery cost will not be refunded to you.

You will berefunded using the same payment method originally used to purchase the returned item(s) (unless you have expressly agreed otherwise). If you cannot be refunded using the original payment method then a cheque will be raised to the address on the order. You will be refunded no later than 14 days after the day wereceive the items you are returning.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) we received back.

Returning items that have been sent out incorrectly

Please return to the Returns Address and clearly state the reason for return is that it has been sent out incorrectly and whether you require a refund or exchange. We are only able to exchange items for the same product.

Defective items

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:

Tier 1: within 30 days of receiving the defective item, you can choose to receive either:

a repair; or
a replacement; or
a full refund.

The Tier 1 right to reject, for perishable goods that would not be expected to last for 30 days, lasts only as long as such perishable goods would reasonably be expected to last.

Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).

Tier 3 if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:

keep the defective item and claim a price reduction (the amount of the price reduction will be determined by us depending on what is reasonable in the circ*mstances); or
return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

If you think you have received a defective item, please return the items back to us including details where possible of:

Your Order Number
Product Code/Product Name
Details of the fault
Whether you would prefer a refund or a repair or replacement

Wewill examine the returned items and notify you of your refund or repair or replacement by email within a reasonable period of time.

Wewill process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day we confirm by e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Where an item is confirmed as faulty, we will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. We will not refund any Next Day, Express or other premium component of delivery.

If you have a query about returning goods, please contact Customer Services.

Returns and exchanges for in-store purchases

For faulty or defective items that have been purchased in-store, please follow the guidance given above or return your item(s) in-person to one of our stores.

If you change your mind and the item is not defective, please return your unwanted item(s) within 28 days of purchase to one of our stores, along with proof of purchase and you will be offered a credit note or exchange. We cannot accept returns after this period.

The same requirements regarding packaging and caring of items applies as mentioned above in the online returns section.

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GENERAL

Limitation of liability

The Sellershall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result ofthe Seller's failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.
The Sellerwill not be liable for the following types of loss:
1. loss of income or revenue; or
2. waste of management or office time.
Nothing in these terms and conditions is intended to exclude or limitthe Seller's liability for:
1. death or personal injury caused by the Seller's negligence;
2. fraud or fraudulent misrepresentation;
3. any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;
4. defective products under the Consumer Protection Act 1987; or
5. any other matter for which it would be illegal for the Seller to exclude or attempt to exclude its liability.
Whilstthe Selleradopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Events outside our control

The Seller will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside the Seller 's reasonable control (a "Force Majeure Event"). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond the Seller 's reasonable control and includes (without limitation) the following:
1. Strikes, lock-outs or other industrial action;
2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
3. Fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster;
4. Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
5. Impossibility of the use of public or private telecommunications networks; or
6. The acts, decrees, legislation, regulations or restrictions of any government.
In the event of a Force Majeure Event,the Seller's performance is deemed to be suspended for the period that the Force Majeure Event continues, andthe Sellerwill have an extension of time for performance for the duration of that period.The Sellerwill use its reasonable endeavours to: bring the Force Majeure Event to a close; find a solution by which its obligations to you may reasonably be performed despite the Force Majeure Event; or provide a refund for any products/services that cannot be delivered due to a Force Majeure Event.
In response to government guidance and local lockdown rules, the Seller reserves the right to vary its in-store returns and exchanges policy where Customer access to changing rooms may be prohibited or otherwise limited. Please see in-store for details.

Written communications
Applicable laws require that some of the information or communications the Seller sends to you should be in writing. By accessing the Website, you accept that communication with the Seller will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that the Seller provides to you electronically comply with any legal requirement that such communications be in writing.

Intellectual property rights
Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to the Seller (or a member of its group of companies), or are used with permission from the owner. The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.

Safety warning
Physical activities can be hazardous. The selection and use of suitable equipment requires skill, and you should ensure you are appropriately equipped and trained. In the interests of your safety and the safety of others, you should also ensure that you are properly trained in the techniques you will need to employ in pursuit of your chosen activity. The Seller recommends that you seek and take the advice of a suitably qualified person before purchasing your equipment. Once purchased, the equipment should only be used in accordance with the manufacturers' instructions and should likewise be inspected before use and properly maintained.

WEEE Regulations

The Waste and Electrical and Electronic Equipment (WEEE) Directive is UK law.
The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.
Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of Electrical Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
For example, if a customer bought a new stopwatch/pedometer from us we would accept their stopwatch/pedometer and prevent it going into landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from the normal household waste so that they can be recycled.

Our right to vary these terms and conditions

The Sellerreserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods fromthe Sellerunless:
1. any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
2. the Seller notifies you of any changes to these terms and conditions before it accepts your order, in which case the Seller has the right to assume that you have accepted the change to the terms and conditions unless you notify the Seller to the contrary within seven (7) working days of receipt by you of the goods.

Governing law and jurisdiction

These terms and conditions are subject to English law.
The courts of England and Wales shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions.
Nothing in these terms and conditions is intended to affect your statutory rights.

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COMPLAINTS

We take Customer feedback very seriously and aim to deal with complaints as quickly and effectively as possible.

To raise an issue or to make a complaint relating to orders placed through the Website, please contact Customer Services. To assist us in dealing with your complaint, please detail all aspects of the complaint, including your order number and your preferred contact details.
If you paid by credit card, you may haveadditional rights of redress.

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GIFT CARDS

Gift Cards can be used to purchase orders made on the Website being delivered within the UK and Ireland and for items purchased at one of our stores within the UK. Gift Cards may be exchanged for goods of a higher price than the value stored on the card on payment of the difference. If you do not spend the entire balance on the Gift Card the remaining balance will be stored on the Gift Card. No cash change will be given. Gift Cards may not be refunded, exchanged for cash, used as payment with discount vouchers or taken as deposits. Please treat Gift Cards as cash, we will not accept liability for lost, stolen or damaged cards. Gift Cards are valid for 24 months from the date of purchase. Any balance remaining after expiration of the validity period will be cancelled.

If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card's original value first, and any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned item(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card's original value.

Gift Cards cannot be used to buy further Gift Cards.

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FRAUD PREVENTION

To help us to prevent fraud, We may require documentation to verify a Customer’s details or may require a landline telephone number. Card Fraud is illegal, and perpetrators will be prosecuted.

The following documentation may be required to complete our due diligence checks –

Personal identification - Photo ID - (Passport, Driving Licence or Birth Certificate)

Front and back of all cards used on the account (Please remember to block out the middle 6 digits on the front of the card, and the 3 digit CVS on the back)

Failure to comply with the verification checks will result in the order being cancelled

We reserve the right to cancel any order we do not believe to be genuine

If we identify a transaction as being potentially fraudulent we may ask our courier to return the goods to our warehouse, we may cancel your order even though you will have received the Order Confirmation email.

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PRODUCTS NOT ELIGIBLE FOR RETURN

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Unless they are defective, faulty or damaged, you may not cancel or return any of the following items:

Deposits;
Magazines;
Personalised or bespoke items (including but not limited to: made-to-measure/order goods e.g. furniture);
Any items which deteriorate or expire rapidly (including but not limited to: perishable goods e.g. foods);
Any items that are sealed for health protection or hygiene reasons if you have unsealed them (including but not limited to: cosmetics, duvets, face masks, hats, hosiery, lingerie, mattress protectors, mattresses, men’s underwear, perfumery, personal grooming products, pierced earrings, pillows and swimwear);
Any computer games where the seal on the wrapping has been broken; and
Any items that have been inseparably mixed after delivery.

Refunds will only be offered in accordance with your statutory rights (which remain unaffected).

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OFFERS, PROMOTIONS AND COMPETITIONS

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We occasionally have offers, promotions or competitions running on our Website and in our stores. This might include offers on “ex display” items which are marked down in price to clear. They may have been a display model in one of our stores and as such may show signs of discolouration, slight marks and evidence of prior fitting. Faults are NOT of a serious or structural nature and are usually minor marks. Some offers carry a maximum quantity per Customer. If this is applicable, this is detailed on the individual offer.

Specific terms may apply to an offer, promotion or competition which will be referenced in any marketing of the offer, promotion or competition and available to view in our Current Promotions.

Free delivery offers, when available, only apply to orders for delivery to the UK Mainland (which excludes the Shetland Isles, Outer Hebrides, Guernsey, Jersey, Isle of Wight, Isle of Man, Isle of Scilly and Northern Ireland). Free delivery offers are sent using Standard Delivery service, please see "UK Delivery option: Standard Delivery". Free delivery offers cannot usually be used in conjunction with any other offer, promotion or discount code.

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Other Policies
Other Policies
Guide To PEGI Ratings

As of 30th July 2012, the PEGI Ratings on video games stopped being voluntary guidelines and are now legally enforceable ratings.
The PEGI (Pan European Game Information) system was introduced several years ago as a way of indicating the age ranges that a game is suitable for. The PEGI System is now classified by the Video Standards Council, rating each game on its content, rather than its playability or difficulty.
Each game is rated at one of five age levels, and like BBFC ratings, it is an offence to supply a game to anyone below the rightful age limit, and punishable by a fine up to £5000 or up to 6 months in prison. ID may be required to purchase higher age-rated games.
The BBFC will continue to rate non-game footage in games, such as trailers, featurettes, and bonus DVDs. They will also remain responsible for classifying any games featuring p*rnographic material.
So you can be sure the game you are choosing is appropriate for you or your child, the age logo will appear on the front cover, and on the listing page for the game on our website.
Suitable for children aged 3 and over
Suitable for children aged 7 and over
Suitable for children and teens aged 12 and over
Suitable for teens aged 16 and over
Suitable for adults aged 18 and over
Content Descriptors
PEGI also have a series of Content Descriptors, which provide extra information detailing what kind of content is in the game and why it has been given a particular rating. This should help customers make an informed decision whether the game is right for them.
Violence - Game contains depictions of violence, including fantasy violence
Bad Language - Game contains language that some may find offensive
Fear - Game may be frightening or scary, particularly for younger children
Sex/Nudity - Game contains nudity and/or sexual references or behaviour
Drugs - Game refers to or depicts the use of drugs
Gambling - Games that encourage or teach gambling
Discrimination - Game contains depictions of, or material which may encourage, discrimination
Online gaming
These serve a useful purpose on a pan-European basis where there are different views on levels of acceptability in the matter of bad language, sex and nudity.
To find out more about PEGI and PEGI ratings, or for any questions or comments regarding PEGI ratings, please visit www.pegi.info. To learn more about legal classification of games, please visit www.videostandards.org.uk.

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Customer Service Opening Times

Our regular opening times are as follows:
Monday - Friday 8 am – 8 pm
Saturday & Sunday 9 am – 6 pm

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Complete Savings
What is Complete Savings?
Complete Savings is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.
You may be offered the chance to join the Complete Savings programme after you complete an online purchase with us.
With Complete Savings, members can earn a monthly bonus, as well as up to 10% cashback at over 1,250 online stores, and 20% off gift cards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.
Contact details for Complete Savings:
- Visitwww.completesavings.co.uk
- Call0800 389 6960(freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email[email protected]
Whilst Complete Savings is one of our partners, any membership you take out with them will need to be handled with them respectively. Log into your Complete Savings account with the email address and password used to create your account.
What is wly*completesave.co.uk?
When an order is made with a credit or debit cards, the name of that company that the order is made with appears on your statement. Most financial service providers limit the length of the company name shown on the statement, therefore, 'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' will appear on your statement instead ofwww.completesavings.co.uk.
The charge to'WLY*COMPLETESAVE.CO.UK', 'COMPLETESAVE.CO.UK' or 'CASH.COMPLETESAVE.CO.U' is your membership fee with Complete Savings. Benefits include an initial Welcome reward, a Monthly Bonus, 10% cashback on purchases from over 1,250 different retailers and up to 20% discount on high street gift cards.
How do I contact Complete Savings or get more information about my membership?
- You can visitwww.completesavings.co.uk. Here you can find more information about your membership.
- Call Complete Savings on0800 389 6960(freephone from UK landlines), open Mon-Fri 8am-8pm and Sat 9am-4pm.
- Email the Customer Service team on[email protected]
- Chat to Cleo, their Virtual Assistant, available from the Complete Savings homepage.
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Privacy and Cookies Policy

PRIVACY AND COOKIES

GAME - Privacy Policy

Privacy Policy

Frasers Group consists of different brands and legal entities and the company responsible for the processing of your personal data is dependent on the purpose for which it is collected. For each processing purpose you will be informed of the responsible company

We take appropriate technical and organisational measures to protect against unauthorised or unlawful processing of your personal data, including encrypting your data to applicable industry standards. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

So, you only need to look in one place to find out all you need to know about how the Group collects and processes your personal data this policy covers our Website (being any website operated by GAME Retail Limited or a Group company), our App (being any app operated by GAME Retail Limited or a Group company), our stores and any correspondence you have with the Group in relation to our retail offering.

Any changes we make to this policy will be reflected on this page and notified to you by email, where appropriate.

Who we are?

As set out in our terms and conditions, this Website and the App are operated by GAME Retail Limited, or a Group company, whose registered address is Unit A, Brook Park East, Meadow Lane, Shirebrook, United Kingdom, NG20 8RY.

GAME Retail Limited are the data controller in respect of personal data collected when you browse this Website and the App and purchase our products. If you have any queries regarding our use of your personal data or this privacy policy, you can write to Data Protection: Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email to [email protected].

Information we may hold about you

When you register to use our Website or App, purchase a product, register to receive our emails, apply for a job, register for our membership or loyalty services, enter a competition or promotion run by the Group or contact us, personal data you provide, such as your name, date of birth, contact details (including social media accounts), telephone number, transaction history, log in and payment information, and gender may be collected along with proof of identity (ID).

When you browse our Website or App, whether or not you are registered, purchase a product, register to receive our marketing email, receive and open or click our emails, or make a job application , we and our partner advertising networks, advertisers and advertising affiliates (Third Party Advertisers), will collect user information such as your location, language, assumed gender, IP address, when you visited our Website or App, how you arrived on our Website or App, where you visit after our Website or App, the pages you visited, how long you spend browsing individual pages on our Website or App, any products you have viewed, purchased, or put in your basket, and the browser (where applicable) and device you used to access our Website or App.

In our premises, including our stores, we may use CCTV and Facial Recognition Technology to monitor and record images for the purposes of security, the prevention and detection of crime and health and safety, and store the images centrally. You can find further information on the Facial Recognition Technology we use and how your personal data is handled on www.facewatch.co.uk/privacy

In circ*mstances where you contact us by telephone, calls may be recorded for quality, training and security purposes. Calls may also be monitored without your consent in the following circ*mstances: to provide evidence of a business transaction; to prevent or detect a crime; to ensure that the Group complies with regulatory procedures; to see that quality standards or targets are being met; and to secure the effective operation of the telecom system.

How we may use your personal data

We may use your personal data in the following ways:

to fulfil your order - we require your identification, contact and payment information to enable the relevant Group company to enter into a contract with you and are unable to do so without this information (please note that your details may need to be passed to another company within the Group and/or a third party, such as one of our couriers or one of their customs clearance agents, in order for them to supply or deliver the product that you ordered and certain products will be processed and delivered direct from some of our supplier partners either as part of our drop ship model or market place offering ("Direct Supply"). We may retain your details for a reasonable period of time after you have completed the transaction in order to fulfil any contractual obligations such as refunds, guarantees etc and to meet any legal obligations for the retention of transactional data).
to tell you about similar products and services, or products and services that you ask us to send you information about, by email, post, mobile, telephone and/or through other digital means (depending on your stated preferences) including social media platforms;
to provide you with services you request from us including, the sale and/or distribution of products made available to you through Direct Supply, including the administration of your membership or loyalty services;
to register you on the Website or App (where this involves setting you up with an account, we will use your personal data to maintain and update your account (e.g. such as a change of address or change in your marketing preferences);
to administer our Website and App;
to analyse, and improve, the use of our Website, App and retail offering, including how you move around our Website, App or retail stores;
to administer any competition run by the Group. Please refer to the specific terms and conditions for each competition;
to measure and analyse our advertising;
to make suggestions and recommendations to you, other users of our Website and App, and users of the services of our Third Party Advertisers about products or services that may interest you or them;
to keep in touch with you regarding your marketing preferences;
to keep our Website, App and network safe and secure;
to process payments, and detect and prevent fraudulent transactions and/or any other criminal activity (we may pass your details to a third party to carry out these functions); and
to assess and process your job application
we will receive your personal data from other companies/legal entities or provide it to other companies if we merge with or acquire another business to link the account you hold with us to the account you have with the other brand and to share information about your purchases.
where necessary when merging with or acquiring another business or re-organising our business, in which case some of your information may be shared with a prospective buyer or otherwise but only so far as is strictly necessary for the purposes of such sale or administration.
to seek your feedback or undertake customer research to improve our products and services

We can only use your personal data if we have a proper reason for doing so, e.g.:

to comply with our legal and regulatory obligations;
for the performance of our contract with you or to take steps at your request before entering into a contract;
for our legitimate interests or those of a third party; or
where you have given consent.

A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests, such as to provide appropriate marketing and to maintain our services.

How long we keep your information

We will not keep your personal data for any purpose(s) for longer than is necessary and we will only retain the relevant personal data that is necessary in relation to the purpose.

We will retain the personal data you provided on registering an account on our Website or App so long as that account remains in existence.

In the case of any contact you may have with our customer services department, we will retain those details for as long as is necessary to resolve your query and for a short period after the query is closed.

On making a purchase through our Website or App, we will retain certain limited personal data such as your name, email address and postal address until you ask us to update or delete those details for the purpose of reporting new and existing users to our affiliate advertisers. We retain transaction information for longer if you hold a Recognition Loyalty Programme Account or if required by law. We will retain data regarding your website browsing history for a similar period.

If we are legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also retain some of your personal data for a limited period of time, even after you have closed your account.

We retain CCTV recordings centrally for up to 30 days, and for a longer period if they are relevant to an incident, complaint, investigation or legal proceedings. You can find information on the retention of any data collected via the Facial Recognition Technology we use on www.facewatch.co.uk/privacy

We will retain information relating to any job application for as long as it takes to process your application and, if it is unsuccessful, for an additional period of around 6 months. If your application is successful, your information will be retained in accordance with our staff privacy policy.

We will retain your information for a short time beyond the specified retention period, to allow for information to be reviewed and any deletion to take place.

How we might share your personal data

We may share your personal data with other companies in the Group which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We may share your personal data in connection with any merger, acquisition, insolvency situation or otherwise, in which case we will only disclose your information so far as is necessary.

We may also share your personal data with carefully selected third parties who assist us in providing you with products, advertisem*nts and services. This will include the following types of third party:

Our professional advisers, including, without limitation, our insurers;
Our suppliers, business partners and sub-contractors;
Our Third Party Advertisers;
Our Direct Supply partners, who will provide certain products/services directly to you and will require your personal data to process and deliver your order (including warehousing, order packing, delivery, returns and general administration);
Our Direct Supply middleware providers, who operate the platform through which the order you place on this Website is shared with the relevant Direct Supply partner; and,
Search engine and web analytics providers.

We only allow our service providers to handle your personal data if we are satisfied they take appropriate measures to protect your personal data. We also impose contractual obligations on service providers relating to ensure they can only use your personal data to provide services to us and to you. In the event that we were to sell our business or assets, we may disclose your personal data to any prospective/actual purchaser and/or their advisers. We may also disclose your personal data where we are subject to a legal obligation to do so, in connection with the prevention or detection of crime, for the purpose of establishing, exercising or defending our legal rights, or where we consider that we receive a valid request for disclosure. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

You should be aware that if we are requested by law enforcement agencies such as the Police, or any other regulatory or government authority investigating suspected illegal activities we may disclose and exchange your personal data or any other information we obtain about you.

Our Website and App may, from time to time, contain links to and from the websites of third parties or utilise a piece of software or a service which requires your personal data to be shared with a third party. Please note that these third-party websites/providers have their own privacy policies and we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Where we store your personal data

The personal data that we collect from you may be transferred to and stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers, third party providers, including, Direct Supply partners and middleware providers. Where we do so, the third country's data protection laws will have been approved as adequate by the European Commission, or other applicable safeguards are in place.

Your rights

Under the [UK] GDPR, you have the following rights which, in most cases, you can exercise free of charge:

Right of Access This is commonly referred to as a Subject Access request or ‘SAR’.	The right to be provided with a copy of your personal data and to certain other supplementary information that this Privacy Policy is already designed to address.
Right to Rectification	The right to have inaccurate personal data rectified e.g., if you consider that your personal data is incorrect, out of date or incomplete.
Right to Erasure This right is also known as ‘the Right to be Forgotten’.	The right to require us to delete your personal data. This right is not absolute and only applies in certain circ*mstances.
Right to Restrict Processing	The right to restrict the processing of your personal data where you may have a particular reason for wanting the restriction. This right is not absolute and only applies in certain circ*mstances.
Right to Data Portability	The right to receive personal data that you have provided to us in a structured, commonly used, and machine-readable format. It also gives you the right to request that we transmit this data directly to another data controller.
Right to Object	The right to object to the processing of your personal data at any time. This effectively allows you to stop or prevent us from processing your personal data. The right to object only applies in certain circmstances. You have the absolute* right to object to the processing of your personal data if it is for direct marketing purposes (refer to section below).
Rights related to automated decision-making including profiling	The right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you.
Your right to withdraw consent	Where you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent

If you would like to exercise any of these rights, please write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email [email protected].

If we choose not to action your request, we will explain the reasons for our refusal.

To maintain the security of our customers' personal details, we may need to request proof of identity before we disclose personal data to you in response to any of the above requests.

How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails from us.
If you have an account, log in into your account, visit the ‘My Account’ area and change your preferences.
In our apps, you can manage your preferences and opt out from one or all of the different push notifications by selecting or deselecting the relevant options in the ‘Settings’ section.
Write to the Data Protection Team, Unit A, Brook Park East, Meadow Lane, Shirebrook, NG20 8RY or email [email protected]

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

How to complain

We hope that the Data Protection team can resolve any query or concern you may raise about our use of your personal data.

However, if you feel that your personal data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) or any other competent supervisory authority in the country of residence.

You can contact the ICO by calling 0303 123 1113 or go online to www.ico.org.uk/concerns (opens in a new window; please note we can't be responsible for the content of external websites)

Cookie Policy

This policy explains what cookies are, how we use them and how you can switch them off.

What are Cookies and other tracking technologies?

Cookies are small files which are stored on your internet browsing device (e.g computer, tablet or phone) when you visit one of our websites, use our app, receive and open or click into our emails or see one of our adverts elsewhere on the internet. Cookies don't store personal details such as your credit card details, your name or your date of birth. They play an important role in helping us to enhance the usability and performance of our websites and your experience using them. Some cookies are also essential to enable you to move around our website and use its features. Other tracking technologies, like web beacons, clear GIFs, page tags and web bugs, are used to understand how people are using our services and to target advertising.

As well as the cookies we use on our website, we use cookies and similar technologies in our emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. If you don't want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.

When you first use our Website, we will ask you to consent to our use of cookies and give you information about them. If you continue to browse our website and don't take steps to change your preferences, you are consenting to our use of cookies.

What types of Cookies do we use?

Our Website uses session cookies and persistent cookies. Session cookies operate from the moment you enter the website until the moment you leave. Once you log off, session cookies are deleted. Persistent cookies will not be deleted after each session.

Strictly necessary cookies are essential to our website. If these are disabled, your experience on our website may be interrupted and you may not be able to use a shopping basket or make payment. Performance cookies collect anonymous data about visitors. We use the data to improve your future experience and identify issues that our users may be experiencing.

Functionality cookies customise the look and appearance of our Website. For example, a functionality cookie will remember your username and language preferences next time you visit.

Targeting or advertising cookies deliver advertisem*nts which are tailored to your web activity. A targeting cookie tracks what you click on whilst on our website and may share details of what you click on with other organisations (such as advertisers).

These cookies can also help us to measure the effectiveness of an advertising campaign.

Third party cookies may be used on our website by approved organisations to provide services on our website.

A list of all the cookies that we, our advertising network and technology partners use can be found in our cookie list details below.

How we use Cookies and other tracking technologies

We use a combination of our own cookies, third party cookies and other tracking technologies to enhance your browsing experience and to enable our website and app to function efficiently. We use cookies to:

enable you to set up an account, place orders and make payments
remember items you place into your shopping basket
remember items you have been looking at so that you can quickly and easily go back to an item you looked at previously
enhance and personalise your shopping experience

The default setting on your web browser is to prohibit cookies, but you may have changed this during the installation process. You can also choose which cookies the Group places on your computer when you access our website and can manage this in our preference centre. Further information on cookies, including instructions on how to amend your browser settings to turn off cookies, is available widely online. However, if you disable or delete certain cookies you may not be able to shop or access important parts of our website.

Cookie List:

Cookie/tracking technology name	Category[strictly necessary, performance, functionality, third party]	Purpose
Criteo, Facebook and Google	Third party	These partners use cookies to provide you with personalised adverts when you visit other selected websites. Banner advertising appears on websites which we are affiliated with and we use the information we have learned from cookies to tailor this advertising to things we think you will like, based on your browsing history on our website.
Affiliate Window and Google	Third Party	Sometimes we'll advertise on third party websites. Each individual advertiser uses its own tracking cookies and the data taken is not confidential or interchangeable.
User Replay	Third Party	These cookies enable us to track individual customer journeys on our website (excluding any checkout pages) which are used to identify and fix bugs to make the online experience better for customers.
Google Analytics	Third Party	Google Analytics uses these cookies to discover when you first visited our site, how often you come back and how long you spend shopping. The information stored by these cookies can be seen only by the relevant teams atSportsDirect.com Retail Ltd.and Google and never shows any confidential information, we also use Google Analytics to track the performance of our website. For more information on the use of Google Analytics, please see: Google's Privacy & Terms Safeguarding your data
Facebook, Twitter, Instagram and YouTube	Third Party	Social sharing, social login and other social media services we offer are run by other companies. These companies may drop cookies on your computer when you use them on our site or if you are already logged in to them.
Crazy Egg	Third Party	These cookies allow our partner CrazyEgg to collect anonymous usage data which we use to make our website easier to use.
ASPXANONYMOUS, [www,game.co.uk]_ AuthenticationCookie, um_IsMobile, X-SD-URep, StateKey, .DOTNETNUKE, authentication, mp__utmb, mp__utma, mp__utmc, mp__utmz, X-Origin-Cookie	Strictly Necessary	These cookies are used to allow you to add to your basket and place orders and allow us to recognise registered customers
AdvertCookie, ChosenSite, CountryRedirectCheckIsDone, newsletterPoppedUp, acceptedCookies, [www.game.co.uk]_ AnonymousUserCurrency	Functionality	These cookies are used to remember your selected preferences and what messages you have already seen so they aren’t shown again.
ak_bmsc, TS01a19d95	Functionality	These cookies are used to protect our website against bots.

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Why is my order not showing in My Account?

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Delivery Options

Delivery options for your order will be shown at the checkout.
Please note, not all options may be available for your order.

Delivery Option	Cut Off	Delivery Time	Cost (£ GBP)
Standard Delivery	23:59	3 to 7 Days	4.99
Express Delivery	21:00	48 Hours	7.99
Next Day Delivery	21:00	Next Day	9.99
Next Day Delivery by DPD	21:00	Next Day	11.99
Click & Collect Spend £100 and receive a £5 voucher to spend in store. Terms Apply*	23:59	3 to 7 Days	4.99
Oversized Delivery (Light & Large)	23:59	3 to 7 Days	9.99
Oversized Delivery	23:59	3 to 14 Days	19.99
Specialist Delivery	23:59	3 to 14 Days	29.99

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International Delivery

Delivery will take between 3-14 days, public and bank holidays are excluded.

Please note that not all products can be shipped internationally, consoles and electronics cannot be shipped overseas.

Country	Cost from (GBP)	Country	Cost from (GBP)
Albania	11.66	Andorra	9.99
Austria	8.33	Belarus	11.66
Belgium	5.83	Bosnia and Herzegovina	11.66
Bulgaria	9.99	Canary Islands	21.66
Croatia	9.99	Cyprus	10.83
Czech Republic	9.99	Denmark	8.33
Estonia	9.99	Finland	8.33
France	5.83	Germany	5.83
Gibraltar	8.33	Greece	9.99
Guernsey	5.83	Hungary	9.99
Ireland	5.83	Italy	8.33
Jersey	5.83	Latvia	9.99
Liechtenstein	8.33	Lithuania	9.99
Luxembourg	5.83	Malta	10.83
Moldova	11.66	Monaco	10.83
Montenegro	11.66	Montserrat	21.66
Netherlands	5.83	Norway	8.33
Poland	9.99	Portugal	8.33
Romania	9.99	Serbia	11.66
Slovakia	9.99	Slovenia	9.99
Spain	8.33	Sweden	8.33
Switzerland	8.33	Turkey	11.66

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Click & Collect

You will receive a £5 voucher to spend in-store if your order is above £100 (excluding the delivery charges) when you collect your order from your nominated store.

Acceptable forms of ID are:

• Cheque Guarantee / Credit / Debit Card

• Bank / Building Society Book

• Valid Passport

• Cheque Book

• Drivers Licence

• Utility Bill

For under 18s:

• National Insurance Card

• Medical Card

• Savings Book

Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.

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In August 2024 our website was upgraded. This means there are some changes to what you can see in My Account.

Orders placed from the 20th August 2024 will be shown in your Order History where you will see what was ordered, and you will also be able to track each order.

For orders placed prior on or before 19th August 2024, these were processed on our old website and those orders will not yet appear in My Account. For those orders, we will continue to keep you updated by email as your order progresses, this includes sending you the tracking details so you can learn more about your parcel progress once it's with the courier.

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Where is my order?

1 - Check your estimated delivery date

You’ll see your estimated delivery date on the emails we send to you. This date is calculated based on what time you placed your order; and what delivery service you selected (eg. Next Day).

Please note, this is an estimated delivery date only. We make every effort to get your order to you in time for this date, but please keep in mind that it may take longer especially during busy periods –Why is my order late?

2 – My order is shipped, but I haven’t had it yet

You’ll be able to track the journey of your parcel using your parcel tracking link. If you’re looking for this link, you’ll find this-

In your Order History in My Account by clicking Track Your Order.
In your emails we send to you confirming your order is shipped.

Most of the delivery carriers we work with will keep you updated via email as your order progresses. If for whatever reason you’re not home; they will let you know they tried to deliver and what to do next.

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Email

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Why is my order late?

Update September 2024 – Following some important system changes, customers are currently experiencing delays with some of their orders. These delays also affect some of the recent video game releases. We’re working closely with our fulfilment teams to get the outstanding orders out as quickly as we can and apologise for the current delays.

We make every effort to get your order to you on time, but please keep in mind that it may take longer in some cases, such as-

During busy periods - when a sudden high volume of products needs to be shipped.
Essential maintenance – on rare occasions, we may need to make important system changes which affects how we manage orders. There may be delays around this time.
Bad weather – when it may be more difficult for products to be shipped around the country.

We will keep you informed by email on the progress of your order.

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Email

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I haven’t received any emails about my order?

For online orders we keep you updated about the progress of your order by email.

If you’ve not seen any email come through yet, please check your junk or spam folder in case the message was routed there. You could also try searching your email inbox for the email address-

[email protected] – This email address will be used to let you know about your order progress (order processed, order shipped etc.)
[email protected] – This email address will be used to send your digital code, such as when buying digital gifts cards for Playstation or Xbox.

Please note – The above email inboxes are for customer notifications only and cannot be used to contact the customer service team. You can find options on how to contact the Customer Service team by selecting ‘contact us’ on this help centre and then picking the topic you need help with.

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Why has my order/item returned to sender?

Our delivery partners will attempt to deliver your order three times.

Sometimes there might be problems finding or accessing the delivery address, and if the attempts are unsuccessful, the order will be returned.

Occasionally, an order gets damaged in transit and can't be delivered.

You should be able to check the reason why it's been returned by using the tracking link you got in the dispatch email.

If, for any reason they are unsuccessful, they will leave a calling card informing you your order is being returned to us.

Unfortunately, an order that has been returned to us by the courier can’t be re-directed out to our customers again, but will be refunded in full once the warehouse team has processed it.

If you require the items, we would ask you to place a new order.

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Email

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My parcel shows as delivered, but I've not received it

Sorry to hear that you've not received your parcel. It may be that the delivery driver has delivered the parcel to a safe place or neighbour.

Please check around the outside of your property, the parcel may have been left in a safe place. It's also worth checking the delivery information within the tracking, as any delivery images captured by the driver may help you identify where the parcel has been left.

We would also ask that you check with your neighbours as the driver may have left the parcel with them.

If you still need some help after checking the above, please contact Customer Services as we'll be happy to help you.

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Recommended

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Email

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Why has my pre-order been cancelled? (5th Sep 2024)

Click & Collect Voucher

As a thank you for using our Click & Collect delivery service, and if your order value is £100 or more (excluding delivery) you will receive a £5 voucher to spend in store when you collect your parcel from the store.

You'll be given your voucher by our store staff when you collect your parcel.

The Click & Collect voucher has an expiry date of 2 years and can only be used in store.

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We've been made aware that some customer pre-orders have being cancelled in error on 5th September, with customers receiving a cancellation notice by email.

Please be aware; these cancellation emails have been sent in error. Our IT teams are aware of this issue and are currently busy working through resolving this.

We will be sending a further update by email to the affected customers soon.

Sorry for any confusion this has caused.

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Wrong/Faulty item received

We’re sorry to hear there are issues with your order.

Please contact our Customer Service team within 28 days from the delivery date with full details of the wrong item that you've received and we will investigate this for you.

When contacting us, please also provide a clear image showing the tags and product code to show our Customer Service team the wrong item so we can better help you.

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Email

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I'm missing item(s) from my order

We’re sorry there’s items missing in your order.

Before contacting our Customer Service team, please make sure to check your emails as we will notify you if any items have either been dispatched separately (if your order contains more than one item) or an item was out of stock when packing.

If you look at your email and notice that there is a “0” in the quantity column on your invoice, this means that we did not have the stock of the item to send to you at the time of shipping.

If the delivery note says an item should be in your parcel but it isn't, please get in touch with us. Be sure to include any information about which item(s) you believe are missing, including what products you have already received from your order.

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Email

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Why has my order/item(s) been cancelled?

Sorry your order or item(s) have been cancelled.

If the item(s) you've ordered are out of stock at the time of packing your order, we need to cancel it.

An order will also be cancelled if the billing address details don't match the details your bank has on record.

We send an email out to confirm the cancellation and you have not been charged.

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My order has been cancelled, but it appears that I have still been charged

If your order has been cancelled, you will be refunded to your original method of payment within 3-5 days.

The time might depend on your banks processes.

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Contact support team

I haven’t received my gift card

Please check your or the recipient’s junk folder if you haven’t received your gift card or eVoucher.

If you still can’t find it, please contact us and we will be happy to help.

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Email

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My item is incomplete (Missing parts)

We're sorry to hear there is a problem with your item.

Please contact our Customer Service team within 28 days of the parcel being delivered. When contacting us, please let us know details of which part is missing and include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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Email

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My item is damaged

We are sorry to hear your item is damaged.

If your item has been delivered damaged, please get in touch with our Customer Service team within 28 days from the delivery date so we can help you.

Please include a photo of the parcel/item packaging showing any signs of damage so that we can better understand the problem and help you further.

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Email

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What is payment authentication?

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers.

Verified by VISA (VbV) and MasterCard Secure Code (MSC) work in the same way, using passwords that you set up with the card provider to protect you when you shop online. You will then be required to enter your password during the payment process when you shop with us.

How do I activate my card?
You register your card on your card provider's site by selecting the option to set up payment authentication. You will be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?
If you require more information around the payment authentication process, please contact your card issuer directly.

If your card is rejected by our online payment processing system, please double check that all of the details entered are matching your billing information.

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider.

We have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer to process the payment.

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Payment issues

If you are getting error messages when making a payment, please make sure you have entered all the details correctly. You might want to contact your payment provider to make sure there are no problems with your account.

If you’re still experiencing problems, please contact us and include as much detail as you can around the error:

The error message you are seeing
A description of the problem
What payment method you are trying to use
What the products are you’re trying to purchase
What internet browser you are using or if you are using our app
Any other details that could be useful

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us. Your card provider will have more information.

If you are using PayPal, please contact them directly.

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Email

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Why is my bank showing two charges for my order?

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. The funds are then debited when we have processed your item(s) for delivery. Sometimes this shows up as two charges and will correct itself within 2-3 working days.

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

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Can I cancel or make changes to my order?

Once you've placed your order, the order starts going through the system straight away, so that we can get it to you as fast as possible.

Unfortunately we are unable to add or remove items, change colours or sizes, change delivery address, delivery options or the email address on the order.

If you've changed your mind and no longer need the item, please arrange the for the item to returned once received. Or if you're wanting to order something else, you will need to place a separate order in the usual way.

If you wish to notify us of your cancellation request, please complete a cancellation form and submit this by using the Contact Us button and submit a ticket to our Customer Services team.

If your order already has been processed following your form being submitted, our customer services team will advise on how to return your order.

Please note: for items already delivered, these are unable to be cancelled, and you will have to follow our returns process to receive a refund.

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Apply Gift Card, eVoucher or Credit Note

Select the items you wish to purchase and proceed to the checkout as normal.

When in the payment stage of checkout you will need to click ‘use Gift Card/eVoucher’ and follow the instructions.

If you wish to apply another voucher to the same order please follow the above steps again.

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How do I apply a discount code?

Here are the steps to apply your promotional code or discount code to your order.

Add your item(s) for the discount to your bag.
Select "View your bag" to make sure you're happy with your item(s) and then select the "Secure Checkout" button.
Continue through the checkout process until you reach the payment page.
Under the list of payment options you will see an option to "Apply Promotional/Discount Code":

Select this option, input your code and then select "Apply.”

If successful, you will see a discount applied to your order on the right-hand side in the "Order Summary.”

Please note that terms and conditions apply to all of our promotions and sales. There may be brands or departments that are excluded from our promotions. All promotions are subject to stock availability and promotional codes can no longer be honoured after their end date.

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Item out of stock?

Sometimes you need to be quick! We only show items on our website that are in stock. Check back as we re-stock as well as getting new items regularly.

Our Customer Service team will not know if an item is coming back in stock.

Many of our online products are also available in some of our stores, but usually in limited quantities and for a limited time. You can contact your local Flannels store to check their stock.

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Product Information

Most of our product information can be found on our website, when viewing the product page. This includes the images showing what the product looks like. We also show more information on the product description, or within the product specification such as materials, sizing etc.

If you have checked the website and are still needing additional information which isn't covered, please get in touch with our Customer Service team so we can help you further.

When contacting it may help to provide a clear image/screenshot showing the product which you need more help with so we can better help you.

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CLICK HERE TO RETURN AN ORDER PLACED AFTER 4PM 20/08/2024

Return - Online

You can now return your online GAME order in a few easy steps. All items must have not been used, worn, or washed and are in their original packaging and all tags attached, you have 28 days to return your order from the date it’s delivered.

If your item is faulty, incorrect or exceeds 10kg in weight then please contact our Customer Service team ahead of making a return.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

CLICK HERE TO RETURN AN ORDER PLACED BEFORE 4PM 20/08/2024

Securely repack your items.
Login to our returns portal using your order number and email address. Select your preferred tracked returns service. We have print at home, paperless and collection options available.
You’ll be emailed a shipping label or QR code to scan at your chosen drop-off point or collection point.
Keep an eye out for updates and tracking. You’ll get an email once we receive your returned item. Most returns are processed in a few days, but the money can take up to 14 days to appear back in your account.

Good to know...

By choosing a paid service through our returns portal you will be provided with a fully tracked return service back to our warehouse.
Please keep your orders separate, as returning more than 1 order in 1 parcel may delay your refund.

RETURNS POLICY OVERVIEW

Items must not be used, worn or washed
Items must be in original packaging and all tags attached
Personalised items will not be accepted unless the text is incorrect, or the item is faulty
Underwear, swimwear and pierced jewellery cannot be returned for hygiene reasons
Items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, digital content or any items that have been inseparably mixed after delivery, cannot be returned

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Return - Bought in Store

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any GAME store within 28 days of purchase.

If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase.

Unfortunately, you can't return swimwear, underwear, pierced jewellery, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, computer games with the seal broken, or any items that have been inseparably mixed after delivery.

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GAMEReturns Policy

GAME Offer a 1 Year Warranty with all products purchased this covers all aspects of manufacturing faults, if your item becomes faulty within the first year of use please read the below on how to get this refunded or replaced. If you cannot find the answer below please contact our Customer Services team.

Unfortunately, we are unable to accept returns of online orders in stores, including click & collect orders.

When does the GAME returns policy apply Online?
We offer a 28 day right to a refund or exchange (subject to availability) on our products (excluding gift vouchers/gift cards*) ordered online, provided that:

The product is returned within 28 days of delivery;
You have a valid proof of purchase (which can include any of the following documents):
1. Online Dispatch note.
2. Reward card record.
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;
If you are returning an Xbox Console or Controller the serial number must match the one on your proof of purchase;
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, games and accessories bundle) can only be returned if all items in the combined product are returned together;
The product is re-sellable;
If returning hardware, all the components (cables, memory sticks, controllers, etc.) must be returned;
The customer is the original purchaser of the product;
In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).

When does the GAME returns policy apply In-store?
We offer a 28 day right to an exchange (subject to availability) or credit note on our products (excluding gift vouchers/gift cards*) purchased in-store and returned in-store, provided that:

The product is returned within 28 days of purchase;
You have a valid proof of purchase which can include any of the following documents (except where you are returning an Xbox Console or Controller which require a receipt as proof of purchase):
1. Receipt.
2. Reward card record.
3. Bank statement or credit card statement.
The product is returned in its original condition (unopened and unused).
If you are returning an Xbox Console or Controller the serial number must match the one on your receipt;
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 in a discounted or promotional offer (including 3 for 2, hardware and software packs) if returned separately, will result in the full price being charged for other items in the offer. Your applicable exchange value or credit note value 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;
In our reasonable opinion, you have not behaved fraudulently nor are you engaging in any fraudulent activity.
All Trading Card Packs, Tins & Boxes cannot be returned for a refund or an exchange once opened (including exchanges of any single card or the pack, tin or box as a whole).

GAME Gift Cards.
You cannot rely on the GAME 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 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 return policy is in addition to your legal 14 day right to change your mind and will not affect your legal rights

How to return your product under the GAME returns policy?
Items purchased in store must be returned to a store.
Items purchased online must be posted back to us by using our returns portal here for orders placed on or after 20th August 2024, otherwise for any orders placed before this date to the address below.
Please remember to obtain Proof of postage from the Post Office.
For specialist items, please contact Customer Services before returning your item.

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

Please complete a covering letter which states the following:

Your order number
Reason for return
Whether you would like a refund or exchange

Please note;

No orders can be accepted by hand at the GAME Head Office all orders must be posted back.

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 returns policy. All information is collected and processed in accordance with our Privacy Policy.

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 circ*mstances (including where you are exercising your right to change your mind) you must pay the costs of return.

How we will refund your Online purchase.
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 GAME.co.uk will be refunded as an eVoucher, which will be emailed to you. This is for Online purchases only.

Deductions from refunds from Online purchases if you are relying on our GAME 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.
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.
For oversized items, where we arrange the collection on your behalf, we reserve the right to deduct the delivery costs from the amount refunded.

When will your refund for an Online purchase be made?
Your refund will be made

Within 14 Working days when returned to our refund department. (This is a heightened figure and returns could be processed quicker)

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I need to return an order placed before 4pm on Tuesday 20th August 2024

To return your order placed before 4pm on Tuesday 20th August 2024 - Please follow the below instruction.

You can return your purchase to us for a refund, as long as it has not been used and is returned within 28 days of receipt. You can do so by sending it back to the below returns address.

Returns Department - GAME
Unity House
Telford Road
Basingstoke
Hampshire
RG21 6YJ

Please remember to include all original components, including any cables or accessories otherwise your return will not be processed.

If sending it back to us, please include a cover note* with the following information:

Your order number
Reason for return
Whether you would like a refund or a replacement

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Can I return more than one order in the same parcel?

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

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How will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used. At which point, any funds owed that are remaining will be refunded onto the other payment methods used.

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When will I receive a refund?

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.

At certain times of the year, such as Christmas and public holidays, the processing time may be longer.

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I can't see a refund on my bank statement

Please allow 7 days for the refund to appear in your bank account.

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Store Finder

You can find useful information, including opening hours and location of your nearest GAME store or Belong Arena using our Store Finder.

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