Refund policy
Last updated: 2 September 2026
We want you to be happy with your purchase from Goffs Games. This policy explains how to cancel an order, return an unwanted product or tell us about a faulty item.
Nothing in this policy affects your statutory rights.
Cancelling an online order
You have the legal right to cancel most online orders without giving a reason.
You must tell us that you wish to cancel within 14 days beginning on the day after you, or someone nominated by you, receives the goods.
To cancel an order, contact us at:
Email: [RETURNS EMAIL ADDRESS]
Returns address: [FULL RETURNS ADDRESS]
Telephone: [TELEPHONE NUMBER – OPTIONAL]
Please include your:
Full name
Order number
Contact details
Product being returned
Reason for contacting us, although you do not have to provide a reason when exercising your cancellation right
After notifying us, you must return the product within a further 14 days.
Condition of returned products
You may inspect a product in the same way that you reasonably could in a shop.
Please return products complete and, wherever possible, with their original packaging, instructions, accessories, cables, promotional items and any other included components.
You are responsible for taking reasonable care of products while they are in your possession. We may reduce your refund if handling beyond what is reasonably necessary has diminished the product’s value.
This does not affect your rights where a product is faulty, damaged or not as described.
Games and sealed software
Sealed video games, computer software, DVDs and similar products may be returned under your cancellation rights provided that their seal remains intact.
Your right to cancel does not apply once sealed computer software, video games, audio recordings or video recordings have been unsealed after delivery.
This exclusion does not apply when a product is faulty, damaged, not as described or otherwise fails to meet your statutory rights.
Digital downloads, activation codes and digital gift cards
Where digital content—including download codes, activation keys or digitally delivered gift cards—is supplied immediately, you may be asked to:
Give your express consent for supply to begin during the 14-day cancellation period; and
Acknowledge that you will lose your right to cancel once supply begins.
Once the digital content or code has been supplied following that consent and acknowledgement, it cannot normally be cancelled or refunded unless it is faulty, invalid, not as described or we are otherwise legally required to provide a remedy.
Please check that you are purchasing a code for the correct platform, account region and device before completing your order.
Headsets and hygiene-sensitive products
Sealed products that are not suitable for return for health or hygiene reasons may lose their cancellation right after the hygiene seal has been broken. This may include certain in-ear headphones or similar products where a genuine hygiene seal is present.
Your statutory rights still apply if the product is faulty, damaged or not as described.
Consoles, controllers and accessories
Consoles, controllers, headsets and other accessories may be inspected to establish their nature, characteristics and basic operation.
Extended use, registration, damage, missing components or handling beyond what would reasonably be permitted in a shop may result in a deduction from the refund to reflect any reduction in value.
Any personal accounts, passwords and data must be removed before returning a device. Please restore applicable devices to their factory settings. Goffs Games is not responsible for personal information left on returned products.
Return postage
If you are returning an unwanted product under your cancellation rights, you are responsible for the cost of returning it unless we have agreed otherwise.
We recommend using a tracked and appropriately insured delivery service. You remain responsible for the product until it reaches us.
Do not return an item before contacting us and receiving the correct return instructions.
If a product is faulty, damaged, incorrect or not as described, Goffs Games will cover reasonable return costs or provide an appropriate returns method.
Refunds
For an eligible cancellation, we will refund:
The price paid for the returned product; and
The cost of our least expensive standard delivery option, where delivery was charged.
Additional delivery charges resulting from your choice of an enhanced, express or premium service will not normally be refunded beyond the cost of standard delivery.
Refunds will be issued using the original payment method unless you expressly agree otherwise.
We may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back, whichever happens first.
Your refund will be processed without undue delay and no later than 14 days after we receive the goods back or receive acceptable evidence that they have been returned.
Faulty, damaged or incorrectly supplied products
Products must be of satisfactory quality, fit for purpose and as described.
If you receive a product that is faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order number and details of the problem. We may ask for photographs, videos or other information to help assess the issue.
Under the Consumer Rights Act 2015, you may have the right to reject faulty goods for a full refund within 30 days of receiving them.
After the initial 30-day period, you may be entitled to a repair or replacement. If a repair or replacement is impossible, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund.
Different rules may apply after the first six months. Your rights can continue beyond any manufacturer’s warranty, depending on the circumstances and the product’s reasonable expected lifespan.
We will not be responsible for faults caused by accidental damage, misuse, neglect, unauthorised repairs, modifications or normal wear and tear.
Pre-owned products
Pre-owned products are covered by the same statutory quality requirements, taking account of their age, price, description and condition when sold.
Any cosmetic marks, missing original packaging or other limitations disclosed in the product description are not considered faults. This does not affect your rights concerning undisclosed faults or products that are not as described.
Products purchased in person
If you purchase a product in person, you do not automatically have the right to return it simply because you have changed your mind.
We will still provide the remedies required by law where an item is faulty, damaged, not fit for purpose or not as described.
Any additional goodwill exchange or returns arrangement offered by Goffs Games will be subject to the conditions communicated at the time of purchase.
Products we cannot accept as change-of-mind returns
Subject to your statutory rights, we cannot normally accept:
Unsealed video games, computer software, DVDs or other sealed recordings
Digital content or codes supplied after the required consent and acknowledgement
Redeemed, activated or partially used digital codes
Personalised or specially ordered products
Hygiene-sensitive products after a genuine hygiene seal has been broken
Products damaged through misuse, neglect or unauthorised modification
Products returned outside the applicable cancellation and return periods
These restrictions do not remove your rights where goods are faulty, damaged, incorrectly supplied or not as described.
Promotional bundles and free items
When returning a product supplied as part of a bundle or promotion, all associated products and free items must also be returned.
If an associated product or promotional item is not returned, we may deduct its stated or reasonable value from the refund where legally permitted.
Purchases from third-party marketplaces
If you purchased a Goffs Games product through a third-party marketplace, you should normally begin the return through that marketplace and follow its returns procedure.
Your statutory rights remain unaffected.
Business purchases
The consumer cancellation rights described in this policy apply to individuals buying wholly or mainly outside their trade, business, craft or profession.
Separate terms may apply to business-to-business purchases.
Cancellation form
You may use the following form, although you are not required to do so:
To: Goffs Games, Unit 2B Office 3, Polar Park, Bath Road, Sipson, West Drayton, UB7 0DG
I hereby give notice that I cancel my contract for the purchase of the following goods:
Product(s):
Order number:
Ordered on:
Received on:
Customer’s name:
Customer’s address:
Signature, if submitted on paper:
Date:
Contact us
If you have any questions about a return, refund or faulty product, please contact:
Goffs Games
Operated by: Gofs Games Ltd
Company number: 17129263
Registered or trading address: 6 Fordbridge Road, Ashford, Middlesex, TW15 2SG
Email: info@goffsgames.co.uk