Returns and Refunds Policy
We hope you enjoy your CyberSec Games purchase. If something is not right, please contact us and we will be happy to help.
Changing your mind
You may cancel an online order and return eligible products for any reason by notifying us within 14 days of receiving them.
After notifying us, you must return the products within a further 14 days. Please contact us through our Contact Us page, quoting your order number, before sending anything back. We will provide the appropriate return address and instructions.
Please do not return products directly to one of our fulfilment partners unless we have asked you to do so.
Condition of returned products
You may examine a product as you would reasonably be able to in a shop. Products should be returned complete, with all components, instructions and packaging included where possible.
We may reduce a refund if a product has been handled beyond what is reasonably necessary to inspect it and this has reduced its value.
Please package returned products securely. We recommend using a tracked delivery service and retaining proof of postage, as you are responsible for the products until they reach the specified return address.
Return delivery costs
If you are returning a product because you have changed your mind, you are responsible for the return delivery cost.
If a product is faulty, damaged, incorrectly described or not what you ordered, we will cover the reasonable cost of returning it. Please contact us before arranging the return so that we can provide the appropriate instructions.
Faulty, damaged or incorrect products
Please inspect your order after delivery and contact us promptly if a product is faulty, damaged, incomplete or incorrect. Include your order number, a description of the problem and photographs where these would help us assess it.
Where appropriate, we will offer a replacement, repair or refund and arrange or reimburse reasonable return delivery costs.
UK consumers normally have the right to reject faulty goods for a full refund within 30 days of receiving them. Additional rights may apply after this period. Nothing in this policy limits your statutory consumer rights.
Custom and personalised orders
Products made to your specifications or clearly personalised cannot normally be returned simply because you have changed your mind.
This exclusion does not apply if a custom or personalised product is faulty, damaged, incorrectly supplied or does not match the agreed specification.
Refunds
We will notify you once we have received and inspected your return.
Approved refunds will be made to the original payment method. We will process the refund without undue delay and no later than 14 days after receiving the returned products or acceptable evidence that they have been sent back, as applicable.
Your bank or payment provider may require additional time to place the funds into your account.
When an entire eligible order is cancelled, we will also refund the original standard delivery charge. If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.
Original delivery charges are not normally refunded when only part of an order is returned or when a product is returned because you have changed your mind outside the applicable cancellation period.
Exchanges
If you would like a different product, please contact us. Where possible, we will help arrange an exchange. Product availability and any difference in price or delivery cost will need to be confirmed before the exchange is completed.
International returns
Customers outside the UK should contact us before returning a product. We will provide the most appropriate return address and instructions based on the product and the country from which it is being returned.
When returning an unwanted product internationally, you are responsible for the return delivery cost and for completing any required customs documentation accurately. Please mark the shipment as returned goods where appropriate.
We are not responsible for customs charges caused by incorrect or incomplete return documentation.
Orders that have not yet been dispatched
If you wish to cancel an order before dispatch, please contact us as soon as possible. We will try to stop the order, although this may not be possible once it has entered the fulfilment process.
If the order has already been dispatched, you may return eligible products after delivery in accordance with this policy.
Your legal rights
This policy is in addition to any mandatory consumer rights that apply in the country where you live. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded or restricted.
