UK Hardware Warranty and Legal Guarantee of Conformity

1. Discretionary Right of Withdrawal (30-Day Change of Mind)

   In addition to your statutory cancellation rights, we offer an extended voluntary return window. Consumers may exercise a right of withdrawal for any reason within 30 calendar days of the transfer of physical possession.

• Condition of Assets: To qualify for a full reimbursement, items must be returned in “as-new” resaleable condition. This necessitates that the goods are unused, undamaged, and retained within their original primary packaging with all secondary accessories and seals intact.

• Diminution of Value: Pursuant to the Consumer Contracts Regulations, we reserve the right to apply a deduction to the final refund amount if the value of the goods has been diminished by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. This includes, but is not limited to, the breach of factory seals on collector’s items, cosmetic wear, or hygiene-related degradation.

• Logistics: We will provide a pre-paid return carriage label. Please note that while standard outbound delivery costs are refundable, supplemental costs resulting from the consumer’s choice of premium or express delivery tiers are non-refundable.

2. Statutory Rights for Non-Conforming Goods

   Where goods are deemed to be faulty, not as described, or unfit for their intended purpose, the consumer’s remedies are governed by the Consumer Rights Act 2015 based on the elapsed time since delivery.

A. Short-Term Right to Reject (Initial 30 Days)

If a lack of conformity is identified within the first 30 days of possession, the consumer is entitled to a full refund, or may optionally elect for a repair or replacement. The cost of return logistics for verified faults will be borne by the Vendor.

B. Statutory Repair or Replacement (Months 1 to 6)

If a fault manifests after the initial 30-day window but within the first six months, the Vendor is entitled to a “first instance” opportunity to repair or replace the asset.

• Technical Audit: All returns are subject to a diagnostic inspection to verify the reported failure.

• Reasonable Timeframe for Resolution: In accordance with the “reasonable time” provisions of the CRA 2015, we reserve a period of up to one (1) calendar month from the date of receipt to source, technical-test, and dispatch a conforming replacement or repaired unit.

• Final Right to Reject & Recision: If a repair or replacement is not feasible within this timeframe, or if the remedy fails to resolve the fault, the consumer may be entitled to a refund. For refunds issued after the first 30 days, we reserve the statutory right to apply a “deduction for use” (Recision) to reflect the period of beneficial ownership enjoyed by the consumer prior to the fault.

3. Exclusions and Definition of Operational Misuse

   The Legal Guarantee does not cover faults resulting from accidental damage, neglect, unauthorized modification, or normative mechanical attrition. The following conditions constitute “Misuse” and will result in the immediate voiding of the warranty:

• Environmental Contamination: Evidence of internal or external exposure to heavy tobacco smoke or nicotine/vaping particulates. This includes staining, odors, or sticky residues that impede the mechanical or aesthetic integrity of the hardware.

• Liquid Ingress: All devices are fitted with internal moisture sensors. Any evidence of oxidation, corrosion, or fluid contact is classified as misuse.

• Kinetic Trauma: Impact-related damage, including fractured housings, snapped interface ports, or analog stick failures caused by excessive force or “drops.” (Note: Electronic “stick drift” from internal component wear is covered; drift resulting from physical housing deformation is not).

• Unauthorized Technical Intervention: Evidence of breached warranty seals, missing chassis screws, or any attempt by a third party to open, modify, or repair the internal circuitry.

• Software Alterations: Any faults emergent from the use of unauthorized firmware, bootloader modifications, or “jailbreaking” protocols.

4. Return Merchandise Authorization (RMA) Protocols

   To ensure the integrity of the returns chain, consumers must adhere to the following procedural steps:

• Notification: Contact [email protected] with your Order Reference to initiate a claim.

• Authorization: No returns will be accepted without a valid Return Merchandise Authorization (RMA) number. Goods shipped without an RMA may be rejected and returned to the sender at their expense.

• Consignment: For both “Change of Mind” and “Verified Fault” returns, a pre-paid shipping label will be issued. The consumer remains responsible for ensuring the asset is packaged securely for transit; damage incurred due to insufficient packaging will be assessed as “User-Induced Trauma.”

• Processing Windows: Refunds are typically executed within 7 business days of the successful completion of the Technical Audit, though this may vary during peak periods.

EU Hardware Warranty and Legal Guarantee of Conformity

1. Scope of the Legal Guarantee

   Pursuant to Directive (EU) 2019/771 and the 2026 Circular Economy Mandates, [Company Name] provides a 24-month Legal Guarantee of Conformity for all hardware (including handheld consoles and controllers) delivered to the European Union. This guarantee ensures that the product meets the specifications described at the point of sale.

2. Priority of Remedial Actions (Repair-First Policy)

   In alignment with the Right to Repair Directive (July 31, 2026), [Company Name] prioritizes the restoration of hardware over replacement to minimize electronic waste.

• The Repair Incentive: If a consumer chooses a repair to resolve a verified defect, the Legal Guarantee for the entire unit is automatically extended by an additional 12 months from the date the repaired item is returned.

• Economic Proportionality: For items with a retail value under 150 EUR, [Company Name] reserves the right to provide a certified refurbished unit as a remedy if the cost of a new replacement is disproportionately high compared to the item’s depreciated value.

3. Evidence Requirements and the 12-Month Threshold

• Initial 12 Months: For faults occurring within 12 months of delivery, a defect is assumed to have been present at the time of sale unless proven otherwise.

• Months 13 to 24: After the initial 12-month period (subject to local national laws in France or Spain), the consumer must provide substantive technical evidence that the fault is the result of a manufacturing defect and not a result of mechanical wear, environmental exposure, or user-induced stress.

4. Cross-Border Logistics and Customs Indemnity

   Following the July 1, 2026, IOSS Regulatory Update, all shipments from the UK to the EU incur a non-refundable 3.00 EUR flat-rate customs duty and applicable VAT.

• Non-Defective Returns: In the event that a hardware unit is returned under a warranty claim and is subsequently found to be fully functional (No Fault Found) or damaged by user misuse, the consumer is responsible for reimbursing GameSwap Limited for all non-refundable import duties, clearance fees, and return shipping costs.

5. Technical Exclusions and Operational Wear

   The following conditions are categorized as “Expected Operational Attrition” and are not covered under the Legal Guarantee:

• Mechanical Stick Drift: Analog stick failure caused by the accumulation of internal debris, high-frequency use, or standard mechanical fatigue of the potentiometer after the initial 12-month period.

• Battery Performance: Portable power cells are consumable components. A capacity retention of 80 percent or more within the first two years is considered conforming with industry standards.

• Unauthorized Software: Any fault arising from “jailbreaking,” the installation of unverified custom firmware, or any modification that deviates from the factory-shipped software environment.

6. Standardized Diagnostic Assessment (SDA)

   Every warranty claim is subject to a formal technical audit.

• Assessment Fee: If the technical audit determines that the reported fault does not constitute a lack of conformity (e.g., the device is working within normal parameters or has been dropped), a 25.00 EUR Administrative and Diagnostic Fee will be applied.

• Processing: GameSwap Limited will hold the item until the Diagnostic Fee and any associated shipping costs are settled.