Returns Policy
Last updated: [DATE]
This policy explains your rights to cancel, return, or exchange an order. It covers two separate situations: your legal right to change your mind on an online order, known as the 14-day cooling-off period, and your rights if an item is faulty or damaged.
1. What to Do First
Contact us as soon as possible. The quickest way is by phone on 07889 22 11 68, or by email at shop@allsortsofgames.com.
We will help make the return process as smooth and straightforward as possible.
2. Changing Your Mind (14-Day Cooling-Off Period)
If you bought your order online, rather than in person at a convention, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order and receive a full refund without giving a reason.
You have 14 calendar days from the day you receive your goods to tell us that you want to cancel.
You then have a further 14 days to return the item to us, at your own cost, in its original condition.
Once we receive and inspect your return, we will refund you the full price you paid, including standard delivery charges if applicable, within 14 days of receiving the item back.
As required by law, we do not deduct payment processing fees from this refund.
If you cancel before your order has been dispatched, we will refund your payment in full.
This right applies to online orders only. It does not apply to items purchased and collected in person at a convention.
3. Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you have additional rights under the Consumer Rights Act 2015.
You have 30 days from delivery to let us know and reject the item for a full refund under the short-term right to reject.
We will cover the reasonable cost of returning a faulty or damaged item. Please contact us before returning the item so we can arrange this.
After 30 days, we may offer a repair, replacement, or partial refund, depending on the circumstances and in line with your legal rights.
4. Condition of Returned Items
For items returned under the 14-day cooling-off right, we ask that goods are returned:
- Unused
- Undamaged
- In their original packaging where possible
- With proof of purchase
You are welcome to open and examine an item as you reasonably would in a shop before deciding whether to keep it.
However, a deduction may be made from your refund if the item has been used beyond what is necessary to check it, or if it shows signs of damage that were not caused by us or the courier.
This condition does not apply to faulty or damaged items covered under Section 3.
5. How Refunds Are Processed
Once we have received and inspected your return, we will email you to confirm.
Your refund will be issued to your original payment method within 14 days.
We do not deduct card or PayPal processing fees from refunds. The amount you paid is the amount you will receive back, plus any eligible delivery costs.
6. Pickup at Convention Orders
If you selected “Pickup at Convention” at checkout, your 14-day cooling-off period begins on the day you collect the item.
If you are unable to collect your order at the planned event because we can no longer attend, we will contact you to arrange an alternative collection or a full refund.
7. Exchanges
If you would like to exchange an item, for example for a different size or version, please contact us by phone or email.
Exchanges are handled on a case-by-case basis and may be subject to stock availability.
8. Items Not Eligible for Return
The following are generally not eligible for a change-of-mind return, in line with standard exceptions under consumer law:
- Items that have been used, played with, or opened beyond what is reasonable to inspect them, such as sealed card game boosters or opened paint pots.
- Personalised or made-to-order items.
These exclusions do not affect your legal rights regarding faulty, damaged, or incorrectly described goods under Section 3.
9. Contact Us
If you have any questions about a return, cancellation, exchange, or refund, please get in touch.
Phone: 07889 22 11 68
Email: shop@allsortsofgames.com