This page explains when an item can be returned, how to arrange it, and how refunds are handled. It forms part of our Terms of service.
When an item can be returned
An item can be returned if it is faulty or materially not as described. There are two time limits, because the two kinds of problem become apparent at different points.
Anything apparent when you open the parcel: 48 hours
Please tell us within 48 hours of delivery if:
- the item or its packaging arrived damaged;
- the wrong item was sent;
- something the listing stated was in the box is missing;
- the condition of the item is plainly different from its listing and photographs.
These are visible as soon as the parcel is opened. The short window also reflects the fact that carriers require prompt notice before they will consider a damage claim, and we cannot pursue one on your behalf after they have closed the door on it.
A fault that only appears in use
The window depends on what the item is, because different items reveal their faults at different speeds.
- Games and accessories: 7 days. A disc either loads or it does not, and a week is ample to find out.
- Consoles and other powered hardware: 30 days. A console can run perfectly for a fortnight and then fail, and a week would not be a fair test.
The period runs from delivery. We would encourage you to test an item promptly in either case.
What “materially not as described” means
The full test is set out in our Terms of service. In short, it means a factual difference between what the listing stated or showed and what arrived. The listing includes its photographs, so a characteristic that is described in the text or visible in the photographs has been disclosed and is not a ground for return.
Change of mind
We are not able to accept returns where you have changed your mind, and we do not offer exchanges. Almost every item here is a single copy, so there is generally nothing to exchange it for.
We would rather answer questions before you order than have an item come back afterwards. If you would like more photographs, a closer look at a particular fault, or confirmation of what is in the box, please ask and we will be glad to help.
How to arrange a return
Please contact us at thedigitalplaylab@gmail.com within the period set out above, quoting your order number and describing the problem.
Photographs of the item, and of the packaging it arrived in if the item was damaged, help us resolve things quickly. If you happened to record opening the parcel, that is useful too, though it is not something we expect.
Please wait for us to confirm before sending anything back, so that nothing is posted unnecessarily.
Return postage
Where an item is faulty or materially not as described, you post it back to us using a tracked service, and we reimburse the cost of that postage once the item has reached us and we have confirmed the fault. The reimbursement is paid together with your refund, so you are not left out of pocket.
We ask you to post the item rather than arranging a collection because we are a small business and cannot commit to carriage costs on a claim before we have seen the item. Where an item is particularly valuable, or where a fault is clear from the photographs, we may send you a prepaid label instead. We will tell you if we are doing that.
Please return the item with everything that came with it, in its original packaging where you still have it. Please keep your proof of postage and the receipt, as we need the amount in order to reimburse it.
Condition of a returned item
An item must come back complete and in the condition it was sent, apart from the fault being claimed.
Where an item is returned with components missing, or with damage that was not present when it left us, we may reduce the refund to reflect that or decline the return. This includes a missing manual, insert, slipcover, cable, controller or any other item the listing recorded as present.
We photograph every item and record serial numbers before dispatch, and items are sealed with a tamper-evident label. We check these on return. This is not a judgement about anybody in particular; it is simply how we are able to confirm that the item we receive is the item we sent.
If an item reaches us and the fault described is not present, we will return it to you at our cost and explain what we found. Postage is not reimbursed in that case.
Damage in transit
If an item arrives damaged, please tell us within 48 hours of delivery and send photographs of both the item and the packaging. We will arrange a refund or replacement and take the matter up with the carrier ourselves.
We would ask that you keep the packaging until the matter is settled, as carriers generally require it before they will consider a claim.
Refunds
Once a returned item reaches us and has been checked, we issue the refund within five working days.
Refunds are made to the original payment method and include the delivery charge paid on the outward order. Store credit is available instead if you would prefer it.
What is not covered
- Change of mind, where the item works and matches its listing.
- Wear that was disclosed or visible in the photographs, including surface marks on discs, shelf wear, creasing, fading and age-related discolouration of plastic.
- Download codes, online passes and similar that are expired or already redeemed, unless the listing expressly stated that the code had been tested and was unused. A code of this kind is treated as part of the contents of the box rather than as working content.
- Online services or downloadable content that the publisher has since discontinued.
- Incompatibility with equipment intended for another region, where the region was stated in the listing.
- Failure of an electronic item after delivery, except where it indicates the item was not as described when dispatched. Please see the section on consoles and electronics in our Terms.
- Membership, which is cancelled rather than returned and runs to the end of any period paid for.
Wanted list pre-orders are handled under their own terms, which are set out when the order is placed and which cover what happens if an item is never found.
Collection in person
Where you collect an item in person, you are very welcome to open the case and examine it before you take it away. The same terms apply to collected orders.
Your statutory rights
Nothing on this page affects the rights available to you under applicable consumer protection legislation.
Contact
If you have a question about a return, or you are unsure whether something is covered, please write to thedigitalplaylab@gmail.com with photographs and we will look at it.