Refund and Returns Policy.

We want you to be happy with your purchase. This page explains your rights to return goods, how to do it, and how refunds work.

This policy sits alongside, and does not replace, your statutory rights as a consumer under UK law — including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Your right to cancel

If you are a consumer (i.e. not buying for a business), you have 14 calendar days from the day you receive the goods to tell us you want to cancel your order. You do not need to give a reason.

If your order is split across multiple deliveries, the 14-day period runs from the day you receive the last item.

2. How to cancel

To exercise your right to cancel, send a clear statement to info@33-games.com with:

• Your full name
• Order number
• The item(s) you wish to return
• The reason (optional — helpful for us but not required)

You may use the model cancellation form from the 2013 Regulations if you prefer, but you don’t have to.

3. Returning the goods

Once you have told us you want to cancel, you have a further 14 calendar days to send the goods back to us. Please:

• Return the items unused and in their original packaging where possible.
• Include a copy of your order confirmation, or your order number, inside the parcel.
• Send to: 33 Games Ltd, 128 City Road, London, United Kingdom, EC1V 2NX.

You are responsible for the cost of returning standard cancellation orders, and for the goods until they reach us. We recommend a tracked service for higher-value items.

4. Refunds

We will refund the price you paid for the goods, including the standard outbound delivery cost (or the cheapest standard delivery option, if you chose an upgraded service), within 14 calendar days of either:

• receiving the returned goods, or
• receiving proof that you have sent the goods back, whichever is earlier.

Refunds are issued to the original payment method.

If the value of the goods is reduced because of handling beyond what is necessary to establish their nature, characteristics and functioning (for example a sealed collector’s edition that has been broken open and used), we may make a deduction from the refund.

5. Faulty, damaged or wrong items

If your order arrives faulty, damaged, or not as described, your statutory rights under the Consumer Rights Act 2015 apply. These give you the right to:

• A full refund if you tell us within 30 days of delivery.
• A replacement or repair within the first 6 months.
• A partial refund where appropriate after that.

Email info@33-games.com within 30 days with your order number and photos of the issue. We’ll cover return shipping for faulty items, and arrange a replacement, repair or refund as appropriate.

6. Items that cannot be returned

The following are excluded from the 14-day cancellation right (your statutory rights for faulty goods still apply):

• Goods that have been personalised or made to your specification (e.g. signed editions with your inscription).
• Sealed digital media (downloads, codes, cassettes/vinyl with shrink-wrap removed where the seal has been broken).
• Items that have been used, played, displayed for extended periods, or otherwise altered from their as-sold state.

7. Reservations and pre-orders

Reservation orders may be cancelled for a full refund at any time before the goods are dispatched. After dispatch, the standard 14-day cancellation right (see Sections 1–4) applies from the day you receive the items.

8. Questions

If anything’s unclear, please email us at info@33-games.com before sending anything back. We’re happy to help.