Refund policy
GameLab Return & Refund Policy
GameLab UK Cancellation, Returns & Refunds Policy
This policy applies to consumer purchases made from our UK online store (https://shopgamelab.com/).
1) No Voluntary Returns / No Exchanges
We do not offer voluntary returns or exchanges for change of mind (including ordering mistakes, preference changes, or wrong colour/model chosen). Any return/refund is provided only where required by UK consumer law, as set out below.
2) Statutory Right to Cancel (Online Orders): How it Works
If you are a consumer buying online, UK law provides a 14-day statutory right to cancel starting from the day after you receive the goods.
Important: cancelling is not the same as refusing delivery or keeping the item.
If you exercise your statutory right to cancel, you must notify us within 14 days and then return the goods within 14 days of notifying us.
To exercise your statutory right to cancel, email us at support@gamelabofficial.com within 14 days and include:
- Order number
- Name and delivery address
- Delivery date
- A clear statement that you are exercising your statutory right to cancel
Refunds: We may withhold the refund until we receive the goods back (or you provide proof of return). Return shipping costs are the customer's responsibility unless the return is due to fault or our error.
3) Returning Goods After Cancellation
After you tell us you want to cancel, you have another 14 days to return the goods.
Return shipping costs: Unless the return is due to our error or a verified fault, you are responsible for the direct cost of return postage (we'll provide return instructions).
Condition / diminished value: You may handle the goods only as necessary to check their nature and function. If handling goes beyond that and the item's value is reduced, we may deduct an amount reflecting that diminished value (up to the contract price).
4) Refunds for Cancellations
If you cancel within the 14-day period, we will refund you in line with the rules for distance sales. We will process the refund within 14 days of either:
- receiving the returned goods, or
- you providing evidence you've sent them back (e.g., proof of postage),
whichever is sooner.
Refunds go to the original payment method.
Bank processing: After we issue a refund, your bank/payment provider may take up to 10 business days for funds to appear.
5) Damaged on Arrival (Transit Damage)
If your parcel arrives visibly damaged:
- Email support@gamelabofficial.com within 48 hours (2 days) of delivery
- Include clear photos of the product, internal packaging, and outer shipping box/label
This timeframe is required so we can verify the issue and investigate with the courier. This does not affect your statutory rights if the goods are faulty/non-conforming.
6) Wrong Item Received
If you received the wrong product, contact support@gamelabofficial.com within 48 hours of delivery with a photo of the item received and your order number. We'll confirm next steps.
7) Order Marked Delivered but Not Received
If tracking shows delivered but you didn't receive it:
- Check neighbours/reception/local delivery office
- Email support@gamelabofficial.com within 7 days of delivery confirmation so we can investigate promptly.
8) Cancellations Before Dispatch
If your order hasn't shipped yet, you may request cancellation by emailing support@gamelabofficial.com. If approved, we'll refund to the original payment method.
Returns Address
We provide the correct return address and instructions after you contact us (to ensure your return is tracked correctly).