Returns and Refund Policy

Last Updated: 01/08/2025

If you bought online, by mail order, over the telephone or by other remote means other than in-store, you have a legal right to change your mind.

Your legal right to change your mind. For most of our products bought online, by mail order, over the telephone or by other remote means other than in-store, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

Your legal rights

14 days to change your mind, online, telephone, mail order, and other remote sales only, excluding in-store purchases. However, we offer an extended period in this regard of 28 days at our sole discretion and on an order-by-order basis, as confirmed by us.
You pay the costs of return.

For faulty electronic goods, most manufacturers offer a manufacturer's warranty. We would ask you to contact the manufacturer’s customer support for any replacements or fixes. This will not affect your statutory rights to return the product to us within 14 days from the date of collection or from the date of delivery to return your item(s).

When you can't change your mind. You can't change your mind about an order for:

goods and/or products purchased in-store;
digital products, after you have started to download or stream these;
services, once these have been started;
products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
sealed audio or sealed video recordings or sealed computer software, games or other computer-related products, once these products are unsealed after you receive them;
goods and/or 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;
goods that are made to your specifications or are clearly personalised; and
goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product, you must let us know no later than 28 days after:

the day we deliver your product, if it is goods. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
the day we confirm we have accepted your order, if it is for a service.
the day we confirm we have accepted your order, if it is for digital content for download or streaming, although you can't change your mind about digital content once we have started providing it.

How to let us know. To let us know you want to change your mind, contact our Customer Service Team through your account via [email protected] or via our Helpdesk ticket system. Please provide your order reference, reason for the return, serial number, the details of the item(s) you wish to return and images of the item(s) to show their current condition. Please also provide your name, home address, details of the order and, where available, your phone number and email address.

You have to return the product at your own cost. If your product is goods, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. For non-bulky and non-hazardous items purchased in the UK, our Customer Service team can provide a Royal Mail label for you to send the item back. The return cost will then be deducted from your refund. You can:

send the product back to us using an established delivery service to the following address:
Wayland Games Limited
Returns Department (REF - Ticket ref xxxx/Order Ref xxxx)
Unit 3a London Brentwood Commercial Park, Tilbury Road, West Horndon,
CM13 3LR
FAO: Returns

including the following details:

order number;
reason for return;
whether you would like a refund or exchange; and
proof of purchase.

If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't refund you the price. For help with returns, contact our Customer Service Team: [email protected] or via our Helpdesk ticket system.

Every product return must be:

Unused and with all original components
In its original packaging, unopened with all seals intact.
In a resalable condition
Contain all promotional extras or free additional items in their original and unused condition (for example, digital content, discount codes or merchandise)

We only refund standard delivery costs. For example, we don't refund any extra you have paid for express delivery or delivery at a particular time. We may reduce your refund of the price (excluding delivery costs) if you have used a Royal Mail returns label created by our Customer Service team. The cost of this return label will be deducted.

You have to pay for services you received before you change your mind. If you bought a service, we don't refund you for the time you were receiving it before you told us you'd changed your mind.

We reduce your refund if you have used or damaged a product.

If you handle the product in a way which would not be acceptable in-store, we will reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the packaging is damaged, or accessories are missing.
In some cases, because of the way you have treated the product, no refund may be due.
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

When and how we refund you. If your product is a service, digital content or goods that haven't been dispatched, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund. If you paid by card, it can take up to 5 working days to appear back in your account; with PayPal, refunds can take up to 30 days

You can end an ongoing contract (find out how). We tell you when and how you can end an ongoing contract with us (for example, for regular services or a subscription to digital content or goods) during the order process, and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team on the details set out above.

You have rights if there is something wrong with your product. If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team on the details set out above. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information, please visit the Citizens Advice website www.citizensadvice.org.uk. Remember, too, that you have several options for resolving disputes with us.

Summary of your key legal rights

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.
Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time, you may be entitled to some money back.

If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

If your digital content is faulty, you're entitled to a repair or a replacement.
If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

If your product is services, the Consumer Rights Act 2015 says:

You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
If a time hasn't been agreed upfront, it must be carried out within a reasonable time.