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Customer Help and Support

Order cancellation and returning an item

  • How can I return an incorrect, faulty or damaged item?

If your game/console/accessory is faulty and it is not yet 30 days from order, we will email instructions for you to return the item for repair/replacement. If we cannot replace the item, we will issue a full refund.

International customers will have to pay the return postage which will then be refunded when we get the order back (we only refund standard International postage). Please contact us via the online contact form giving us details of your order. You can also use the Cancellation Form below (not recommended).

  • Can I return my item for a refund or exchange?

If you wish to return a game order for any other reason, you can do within 30 days of order. NB New sealed games must have the unopened shrink-wrapping intact.

Please contact us using the online contact form to obtain a returns authorisation and posting address. For the return of high–value goods, we recommend that you use a recorded delivery service, as we cannot be responsible for non–delivery of returned items. You can also use the Cancellation Form below (not recommended).

  • Returns postage credit

Faulty returns: If you arrange the return and pay the postage, we will refund the equivalent postage cost of sending the order back using Royal Mail 2nd class post (UK customers) or standard International post (Overseas customers). Please note that if you return an item which is not faulty, you will not receive a refund of your postage costs.

Items significantly not as described: in order for an item to be eligible for return postage (as per faulty returns above), the order must be incomplete or there is no element of doubt that the stated condition is incorrect. Items with minor cosmetic differences are not eligible for return postage credit.

Non-faulty returns: You are responsible for the return postage. Please note that it is the customer's responsibility to ensure safe return of the item in the condition that it was sent out.

Returns allowance: A significant quantity of non-faulty returns is likely to trigger a review and this review may result in suspension or closure of the buyer account.

  • Cancellation Form

To comply with the Consumer Rights Directive, we have provided a standard returns form below for orders over £42 within 14 days of receiving the order. However, we recommend that you contact us instead to allow us to arrange the return on your behalf (see above).

Cancellation form

To: Chillout Games Ltd, Unit A8, Southmoor Industrial Estate, Manchester M23 9XD UK

I hereby give notice that I cancel my contract of sale of the following goods

Ordered on [_______________]/ received on [_______________]

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper)


What if it's too late to return?

Most of the items that we sell will be too old to claim manufacturer warranty.

If you have bought a disc-based game from Chillout Games that has become scratched and unplayable, we will try to help you get it up and running again. Please note that discs that have suffered warping, data damage to the top side or have cracks, indentations or other damage cannot be repaired.

Contact us with your original order number using the online contact form and we will give details of where to send the disc to. The customer is responsible for the safe delivery of the game to our premises. When we receive the disc, we will attempt to fix it and return it to you free of charge. Unfortunately, we cannot guarantee that we will be able to repair it but we'll give it a shot.

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