Refund and Return Policy & FAQ

Can I return my order and how long do I have to do so?

If your order is damaged or you have received an incorrect item, you will have 14 days from receiving your order in which to inspect any goods and inform us of this error, and a further 60 days to return the order for a replacement or a full refund. Please note, requests for replacements are dependent upon our stock levels at that time, however if we cannot fulfil a replacement, you will be provided with a full refund.

If you change your mind and wish to return an item, you will also have 14 days to inform us of this decision, and 60 days to complete the return. Upon the return of the item, we will provide you with a full refund minus the cost of the shipping. Please note that if your item is not faulty, the cost of the return (£5) will be deducted from your refund.

If no communication is made within 14 days of receipt of your order, Zatu Limited will consider this item as accepted by you, the customer.

Can I return my order past 14 days?

You may return your good(s) within 30 days of receiving your order if the item is damaged or faulty for either a full refund (minus shipping) or a replacement. Zatu will verify the fault before approving a refundable return and reserves the right to reject returns should no fault be identified.

Can I return Pre-order items?

Pre-order are not eligible for returns unless the seal has remained unbroken or an item is received damaged or faulty. In case you receive duplicate or unwanted content, we strongly encourage you to gift the games as presents to your friends and family.

How can I return my order?

If you wish to return your order, please complete our Returns Form and include this in your parcel. If you do not have access to a printer, please insert a note in your order which includes the same information. If you do not provide a completed returns form we cannot guarantee you will be refunded the correct amount.

If you are a UK customer, please contact our Customer Service Team to arrange your return. Please note that if your item is not faulty, the cost of this label (£3.50) will be deducted from your refund. You will then have 60 days to return your order. Please keep a note of your tracking number so we can use this in the event that your parcel goes missing.

If you are an international customer, we recommend that items are returned through recorded delivery. If recorded delivery is not used and an item goes missing Zatu Games may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Zatu Games retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

To meet the refund deadline, it is sufficient for you to send your cancellation request using the online form before the 14-day cancellation period has expired.

When will you issue the refund?

Once we have received your returned item(s) we will process your refund within 14 days.

How will you refund me?

We will issue the refund using the same payment method you used when you placed your order unless you have expressly agreed otherwise.

In any case, you will not incur any fees as a result of the refund.

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund and Returns Policy