Shipping & Returns

FAQ

What is your privacy policy?
We will NEVER share your information & details with ANY third party. Who is a third party? We are the first party, you are the second party and a third party is anyone other than us and you. We are 100% committed in NEVER providing any of your details to ANY third party.

Is it safe to use my credit card on this website?
We do not store any of your credit card information or share any details with anyone else. All credit card details and payment information is processed by our payment processor Stripe.

What are your telephone opening hours?
Our telephone line is open Monday to Friday between 9am and 4pm except public bank holidays when we are closed and at home playing video games!

Shipping

Help my order never arrived!

Your tracking number will be on the order dispatched email. If you cannot locate the tracking number or is it not working, drop us an email or call us on 01753 885398. Let us know your order number and what your ordered and we will do the rest!

My order arrived damaged or is missing items.

Oh noooooo! We will need to get Super Mario to help replace or locate the item using his power ups! or you can call us on 01753 889603 or send us an email with your order number and highlighting the issue.

Do you ship outside the UK?

We ship internationally via a tracked courier service.

Dispatch & Delivery.

All orders are hand delivered by our friends Ryu & Ken from Street-fighter and when they are not available we use a tracked service from Royal Mail and UPS. All items are sent within 24 hours (unless a public holiday) via a tracked service. Small to medium items are sent via Royal Mail or Collect Plus whilst larger and expensive items are sent via UPS or Parcel Force. All items will need to be signed for when delivered.
We are closed during public holidays as we are busy playing Mario Kart!

I am experiencing issues using my credit card on your site.

If you are experiencing issues using your credit/debit card on the website please double check that you have the available funds on the card or account, expiry date and that you have entered the correct number and verification code from the back of your credit/debit card. If the issues persist then please contact your bank to ensure that no holds have been placed on the credit/debit card.

If you need assistance with placing an order please call us on 01753 889603 and one of our dedicated sales representatives will assist you.

I accidentally put the wrong information on the address form.

How is this possible, it's 2017? Seriously just send us an email at sales@gamesconnection.co.uk or call us on 01753 889603.

Need assistance in choosing the correct product?

With the vast amount of products on offer it can be difficult choosing the correct item. If you need assistance or have questions with regards to a product(s) please call us on 01753 889603 and one of our dedicated sales representatives will be able to assist.

Returns & Faulty items

Customer satisfaction is extremely important to us here at games connection and we understand that occasionally you may need to return an unwanted or faulty item to us.

Please read our returns policy below.Unwanted item (Distance Selling Regulations)

If you have changed your mind and no longer need the purchased item, we are happy for you to return the unused and unwanted item for a refund.

The criteria for returning unwanted items is:

[1] You must notify us within 14 working days of receiving the delivery.

[2] All unwanted items must be unused and if applicable, have the seals intact.

[3] All items must be returned in the original box and packaging, including manuals, accessories and any free gifts.

[4] Items must be returned securely and without any damage to the item, box, accessories and any other parts.

[5] You are responsible in returning the item at your cost. We advise sending via a tracked service.

Faulty Items on arrival

If in the rare instance your item is faulty on arrival, then we will either replace the item or if we are out of stock of the item then a refund will be provided. You must inform us within 28 days of delivery.

12 month warranty

If your item develops a manufacture fault within 12 months of purchase then we will either repair or replace the item for you. In some instances the manufacturer will carry out the repair or technical assistance. If a repair or replacement is not available, then a refund will be provided. We do not accept any non manufacture fault including water damage, item being dropped and tampering with the item.

Damaged Items on Arrival

If the item packaging is visibly damaged on arrival then you should refuse delivery of the item or make a note on the delivery note that the packaging is damaged. You must inform us within 48 hours of delivery that the packaging is damaged, so we can contact the courier and raise the issue with them.

We will replace or refund the item once it has been received back at our warehouse.

Testing

Our technicians do test all returns and any item that is not found to be faulty will be returned back to you with a postage charge not exceeding £3.90 for small/Medium items and £9.49 for large/expensive items.

International Returns (Outside the UK)

We advise you contact the manufacturer direct for replacement and repairs of any faulty items. You can also return the item to us for a replacement or refund, at your own cost.

Warranty/Manufacturer Seals

All warranty/manufacturer seals must be still intact for all returns otherwise we will return the item back to you with a postage charge not exceeding £3.90 for small/Medium items and £9.49 for large/expensive items.

All returns should be sent to:

games connection, PO Box 4923, Slough SL9 1FG

Warranty Policy

All our new products come with a 12 months warranty unless stated on the item listing. If you encounter a faulty product we will return and replace the item.

WARRANTIES DO NOT APPLY IF A PRODUCT (A) IS MODIFIED OR TAMPERED WITH (B) IS DAMAGED BY ACTS OF MISUSE, NEGLIGENCE, ACCIDENT, ABUSE, WEAR AND TEAR, UNREASONABLE USE, OR BY ANY CAUSES UNRELATED TO DEFECTIVE MATERIALS OR WORKMANSHIP (C) HAS HAD THE SERIAL NUMBER ALTERED, DEFACED OR REMOVED; OR (D) THE WARRANTY SEAL ON THE PRODUCT ALTERED, DEFACED OR REMOVED. HAS BEEN DAMAGED BY ACTS OF MISUSE, ABUSE, NEGLIGENCE, ACCIDENT, WEAR AND TEAR, UNREASONABLE USE, OR BY CAUSES UNRELATED TO DEFECTIVE MATERIALS OR WORKMANSHIP (E) HAS HAD THE SERIAL NUMBER ALTERED, DEFACED OR REMOVED; OR (F) HAS HAD THE WARRANTY SEAL ON THE PRODUCT ALTERED, DEFACED, OR REMOVED.

Net Orders Checkout

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