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Shipping & Returns Policy

Last Updated: 11th March 2026

At GameSwap Shop, we want you to be completely satisfied with your purchase. We understand that sometimes you may change your mind, or things may go wrong. Our policy is designed to be fair, transparent, and compliant with UK Consumer Law.

1. 30-Day “Any Reason” Returns (Change of Mind) – UK Only

We offer an extended return window above the statutory minimum. You may return any item for any reason within 30 days of receiving your order.

  • Condition of Goods: To qualify for a full refund under this section, items must be returned in a resaleable condition. This means they must be unused or “like new”, undamaged, and in their original packaging with accessories intact.
  • Return Shipping: We will provide you with a pre-paid shipping label.
  • Refunds: We will refund the cost of the item plus the standard delivery charge. We do not refund the cost of premium/express delivery services.
  • Fair Use: We reserve the right to make a deduction from your refund if the value of the goods has been reduced as a result of you handling them more than necessary (e.g., opening sealed collector’s items, tearing packaging, causing damage or wear to the product, not properly maintaining the cleanliness of the product).

2. Faulty or Defective Goods

If your item is faulty, not as described, or not fit for purpose, your rights are determined by the time elapsed since delivery.

A. Within 30 Days (Right to Reject)

If a fault is discovered within 30 days of delivery, you are entitled to a full refund, repair, or replacement. We will cover the return shipping costs for faulty items.

B. After 30 Days (Repair or Replacement)

If a fault appears after 30 days but within 6 months of delivery, we are entitled to offer a repair or replacement in the first instance.

  • Our Process: We will inspect the returned item to verify the fault.
  • Reasonable Timeframe: We aim to resolve all warranty claims quickly. However, strictly in accordance with the Consumer Rights Act’s provision for a “reasonable time,” we reserve the right to take up to one (1) calendar month from the date we receive the defective product to source, test, and dispatch a replacement unit or repair the original.
  • If We Cannot Fix It: If we are unable to repair or replace the item within this one-month period, or if the replacement is also faulty, you are then entitled to a refund.
  • Usage Deduction: In rare cases where a refund is issued after extensive use (e.g., after several months), we reserve the right to reduce the refund amount to account for the usage you have already enjoyed from the device (“recision”).

3. Exclusions & Definition of Misuse

We are not responsible for faults caused by accident, neglect, misuse, or normal wear and tear. If an item is returned to us claiming to be “faulty” but is found to be damaged due to these reasons, the warranty is void. We reserve the right to refuse the refund and return the item to you at your cost.

To ensure clarity, we define the following as misuse or neglect (this list is not exhaustive):

  • Smoke & Environmental Damage: Evidence of heavy smoking or vaping that has resulted in discoloration, nicotine staining, sticky residue, or internal coating of electronic components.
  • Liquid Damage: All devices are tested for liquid damage. Any evidence of liquid ingress, corrosion, or water damage is defined as misuse.
  • Physical Trauma: Impact damage such as cracks, dents, snapped ports, or damage to controller analog sticks caused by excessive force or dropping (note: “stick drift” caused by internal wear is covered; drift caused by impact/housing damage is not).
  • Tampering: Broken warranty seals, missing screws, or evidence that the device was opened or modified by a third party.
 

Other Exclusions:

  • Digital goods (codes, software) that have been redeemed or revealed.
  • Sealed audio, video, or software products that have been unsealed (unless faulty).

4. How to Return an Item

  1. Contact Us: Please email [email protected] with your Order Number and the reason for the return.
  2. Receive RMA: We will authorize the return and provide a Return Merchandise Authorization (RMA) number. Please do not ship items back without an RMA.
  3. Pack & Ship:
    • Change of Mind (within 30 days): We will provide a pre-paid shipping label.
    • Faulty Items: We will provide a pre-paid shipping label.

Processing: Refunds for items returned within 30 days are typically processed within 7 days of us receiving and inspecting the return, but often much sooner than this.

5. International Returns (EU, US, & Rest of World)

We gladly accept returns from our international customers, ensuring you can shop with confidence from anywhere.

  • 14-Day “Change of Mind” Returns: Customers in the EU, US, and other international regions have 14 days from the date of delivery to contact us and request a return for any reason. Items must be returned in their original, unused, and resaleable condition.

  • Return Shipping Costs: For international “change of mind” returns, the customer is responsible for the cost of the return shipping. We strongly recommend using a tracked and insured postal service, as we cannot be held responsible for returns lost in transit.

  • Faulty Items: If your item arrives faulty or defective out of the box, please contact [email protected] immediately. We will arrange a fair solution and cover the necessary return shipping costs.

  • Customs & Duties on Returns: When shipping an item back to the UK, you must clearly mark the outside of the package and the customs declaration with: “RE-IMPORT OF RETURNED GOODS”. GameSwap cannot refund original import duties or local taxes that were paid to your government (either at checkout or upon delivery). EU customers may be able to reclaim these funds directly from their local customs authority.

6. International Taxes, Duties, and Customs

We strive to make international shipping as seamless as possible. Because GameSwap ships globally from the UK, specific tax rules apply based on your location and the value of your order. We calculate everything automatically at checkout so you know exactly what to expect.

European Union (EU) Customers

  • Orders Under €150 (IOSS): Your local EU VAT is calculated and collected securely at checkout. Your parcel will be delivered straight to your door like a local shipment, with no extra customs fees or courier handling charges to pay on delivery.

  • Orders Over €150 to Supported Countries (DDP): For high-value orders to Austria, Cyprus, France, Germany, Republic of Ireland, Malta, and the Netherlands, we offer a premium “Delivered Duties Paid” (DDP) service. All required EU Import VAT and customs duties are calculated and collected at checkout. Your parcel will breeze through customs with nothing extra to pay on delivery. (Note: For Luxembourg, this prepay service is capped at €150).

  • Orders Over €150 to the Rest of the EU (DDU): If your EU country is not listed above, we currently cannot prepay duties for high-value orders. Your checkout price will automatically update to exclude tax. You will be obligated to pay local Import VAT, duties, and a courier handling fee to your local customs office before the parcel is delivered.

United States Customers

  • Duties Paid: We offer a fully “landed cost” service for our US buyers. All applicable US import duties and taxes are calculated and collected during checkout. Your package will be delivered directly to your door by trusted couriers with no surprise bills or hold-ups at US Customs.

Rest of the World

  • At this time, we do not ship outside of the UK, the EU/Europe, and the USA.

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