Returns and Refunds Policy

Last updated: 13th February 2026

If you bought online, by mail order, over the telephone or by other remote means (other than in-store), you have a legal right to change your mind, subject to the conditions below.

Your legal right to change your mind

For most products bought online, by mail order, over the telephone or by other remote means (excluding in-store purchases), you have a legal right to change your mind and receive a refund of what you paid, including standard delivery costs.
Wayland Games extended period: 14 days by law; we may, at our sole discretion and on an order-by-order basis, offer up to 28 days (as confirmed by us).
Return postage: You pay the costs of return.

Faulty electronic goods: Most manufacturers offer a warranty. Please contact the manufacturer’s customer support for replacements or fixes. This does not affect your statutory right to return products to us within 14 days from collection or delivery.

When you can’t change your mind

Goods/products purchased in-store.
Digital products, after you start downloading or streaming.
Services, once these have been started.
Products sealed for health or hygiene purposes, once unsealed after delivery.
Sealed audio/video recordings or sealed computer software/games, once unsealed after delivery.
Goods which are incomplete or missing components (e.g. cables, memory sticks, controllers). Combined/bundle products can only be returned if all items are returned together.
Goods made to your specifications or clearly personalised.
Goods which become inseparably mixed with other items after delivery.

Deadline for changing your mind

Goods: No later than 28 days after the day we deliver your product. If the goods are split over several deliveries, the period runs from the day after the last delivery. For subscriptions/regular deliveries, you can only change your mind after the first delivery.
Services: No later than 28 days after the day we confirm we accepted your order.
Digital content: No later than 28 days after the day we confirm we accepted your order, though you can’t change your mind once we’ve started providing it.

How to let us know

Prior to returning your goods you must contact our Customer Service Team via your account or through our support portal.

Please include: order reference, reason for return, serial number, details of the item(s) to return, and images showing current condition, plus your name, address, phone number (if available) and email.

Unsolicited returns sent to us.

Only products returned following a valid return request, authorisation from us in writing, or subject to a statutory right to return as set out within this policy, are treated as authorised returns under this policy.

Any products returned to us without a valid return request, authorisation from us in writing, or legal right to return as set out within this policy, including (but not limited to):

Items returned outside the statutory cancellation period without entitlement;
Items not purchased from us; and/or
Items returned contrary to the conditions set out in this policy
are treated as unsolicited (unauthorised) returns.

Unsolicited returns where the sender can be identified.

In the case of unsolicited returns of products where we are able to identify the sender:

We are not legally obliged to accept, refund, or exchange the products;
Ownership of the products remains with you as the sender unless and until a valid return is confirmed and subject at all times to our having received payment in full for the products; and
We may notify you as the sender that the products are available for re-collection at your cost.

If you as the sender of an unsolicited return does not arrange re-collection from us within a reasonable period after notification being no more than 30 days from the date we notify you in writing (including via email), we may, where permitted by law and where permitted, in our sole discretion in all respects:

Charge reasonable storage costs in relation to the products; and/or
Dispose of the products in accordance with our legal rights, lawfully and without liability, with no compensation to or recourse by you whatsoever.

No refund will be issued for returned products unless and until the return is confirmed as valid and not an unsolicited return pursuant to this policy or under statutory consumer law.

Delivery risk for unauthorised returns.

For unauthorised or unsolicited returns, the products remain at you risk as the sender throughout..

In these circumstances:

We are not responsible for loss, misdelivery, or damage in relation to the unsolicited returned products;
No refund, replacement, or compensation will be issued whatsoever; and
Any dispute regarding delivery must be pursued by you as the sender with the delivery service used for the unsolicited return of the products.

Unsolicited returns where the sender cannot be identified.

In the case of unsolicited returns of products where we are unable to identify the sender, despite reasonable efforts to do so:

We are not obliged to accept, refund, or return the products.
We will hold the products for a reasonable period to allow you as the sender to come forward and claim them.

If no claimant comes forward within a reasonable period, we may dispose of the goods lawfully and without liability, in accordance with applicable law, with no compensation to or recourse by you whatsoever.

No effect on statutory rights. Nothing in this section of this policy affects your statutory rights under UK consumer law where a valid right to return or refund applies.

Returning goods (you pay the return cost)

Return goods (and any free gifts) within 14 days of telling us you’ve changed your mind. For non-bulky, non-hazardous UK items, Customer Service can provide a Royal Mail label; its cost will be deducted from your refund.

Return address

Wayland Games Limited
Returns Department (REF - Ticket ref xxxx / Order Ref xxxx)
Unit 3a London Brentwood Commercial Park, Tilbury Road, West Horndon,
CM13 3LR
FAO: Returns

Include in your parcel:

Order number
Reason for return
Whether you would like a refund or exchange
Proof of purchase

Keep a receipt or evidence from your delivery service showing when you sent the goods. If we don’t receive the goods, or receive them late without proof of posting, we may not refund the price.

Condition of returns

Unused and with all original components
In original packaging, unopened with all seals intact
In a resalable condition
Includes all promotional extras/free items in original, unused condition (e.g. digital content, discount codes, merchandise)
Please note - Once we receive your return it will be checked by a member of our team. If everything is in order, we will arrange a refund to your original payment method or store credit to your account. Please allow a few working days for the inspection and for the refund to be processed by your payment provider. If the return arrives in an unsellable condition for any reason, you may have your refund reduced or refused.

Delivery costs we refund

We only refund standard delivery costs (not express or timed delivery). If you used a Royal Mail returns label issued by us, that cost will be deducted.

Services already received

For services, we don’t refund the portion already provided before you told us you changed your mind.

Deductions for use or damage

If handled beyond what would be acceptable in-store (e.g. not “as new”, price tags removed, packaging damaged, accessories missing), we may reduce your refund to reflect diminished value.
In some cases, no refund may be due.
We may reduce your refund if not all component parts are returned (e.g. cables, memory sticks).
We may reduce your refund if the product was purchased as part of a discounted or promotional offer.

When and how we refund

Undispatched goods / services / digital content: As soon as possible and within 14 days of you telling us you’ve changed your mind.
Returned goods: Within 14 days of receiving the goods back or receiving evidence of posting.
Refund method: We refund using your original payment method and do not charge a fee.
Processing times: Card refunds can take up to 5 working days to appear; PayPal refunds can take up to 30 days.

Cryptocurrency Refunds

Where payment for an order has been made using cryptocurrency, any refund issued by Wayland Games will be made in the same cryptocurrency originally used for payment.

The value of any refund will be calculated based on the GBP amount originally paid for the goods or services in question. Accordingly, the amount of cryptocurrency returned may differ from the amount initially received, as a result of fluctuations in the relevant cryptocurrency’s exchange rate between the date of payment and the date of refund.

At the time the refund is processed, Wayland Games will transfer an amount of cryptocurrency equivalent to the GBP value owed using the prevailing exchange rate at the point of execution. Once the refund has been sent, Wayland Games shall not be responsible or liable for any subsequent variation in the value of the cryptocurrency due to market volatility, blockchain network delays, or other factors beyond our control.

The following additional terms apply:

Refunds will be made only to the same wallet address from which the original payment was received, unless otherwise agreed in writing by Wayland Games.
Wayland Games accepts no liability for refunds that are lost, delayed, or rendered irretrievable due to the provision of incorrect or incomplete wallet details by the customer or the selection of the incorrect network.
Any applicable blockchain network or transaction fees incurred during the refund process will be deducted from the total refund amount.

Ending ongoing contracts

We explain when/how you can end ongoing contracts (e.g. subscriptions) during checkout and confirm in writing after acceptance. Contact Customer Service if you have questions.

If something is wrong with your product

If you think there’s a fault, bring the item to one of our stores or contact Customer Service. We honour our legal duty to supply products as described and in conformity with the law. For detailed guidance, see Citizens Advice. You also have options for resolving disputes with us.

Summary of your key legal rights (Consumer Rights Act 2015)

If your product is goods

Up to 30 days: If goods are faulty, you can get a refund.
Up to 6 months: If goods can’t be repaired or replaced, you’re entitled to a full refund in most cases.
Up to 6 years: If goods do not last a reasonable length of time, you may be entitled to some money back.

If your product is digital content

If faulty, you’re entitled to a repair or replacement.
If the fault can’t be fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
If the fault damages your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation.

If your product is services

You can ask us to repeat or fix a service not carried out with reasonable care and skill, or get some money back if we can’t fix it.
If a price wasn’t agreed upfront, the price must be reasonable.
If a time wasn’t agreed upfront, the service must be carried out within a reasonable time.

Need help? Contact Customer Service HERE.