Returns & Refund Policy

To ensure the safe return of your item, please follow the steps so we can process your preferred outcome as efficiently as possible.

Please contact us by email or by phone before returning any item so your return can be authorized. Failure to do this may result in a refund being denied.

To return the goods to SuplexGames.com first get your authorization code and include the product with your name and the order number within 14 days from the date you received the goods. SuplexGames.com will inspect the return and refund you the purchase price of the goods,

The return address can be found here

To find out whether your item is eligible for a return, please read our Returns Policy below

Damaged during transit, defective, incorrect item advertised or not what you ordered

You can return your item to us within 14 days of the date you received the item if it has been damaged during transit, is faulty, has been incorrectly advertised, or isn't what you ordered. We will issue a full refund or a replacement, where available, at no additional cost. If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value.

Please note.1: Back catalogue titles may contain special offers or additional content download links that may be time-sensitive or have already expired. We provide no guarantees as to the availability of such content.

Please note.2: Concerning faulty items, we are only able to accept returns of products with an inherent fault and not items that are no longer operating due to neglect or other means of damage - ex. disc scratching caused by hardware, we may also deny the return of a rare item if the game is loose in the case as this is out of our control. Please contact us if you are concerned about this before you make an order.

How do I return an unwanted item?

If you want to return an unwanted item and it remains unopened and unused, you can arrange to return it to us within 14 days of receipt for a refund. In accordance with the Consumer Contracts Regulations games must be in their original packaging and still be sealed. Consoles may be opened for the purpose of inspection (but not used).

Please note.3 that hardware must contain every component part (cables, controllers etc.) before it can be accepted as a return.

Please note.4 that we will not refund your return postage costs, as there is no error on our part. When returning items you must ensure the goods are packaged adequately to protect against damage. We recommend that you return your item recorded delivery as we cannot be held responsible for any items that you return to us that get lost in the post.

Please note.5: that we cannot be held responsible for any incompatibility issues with your gaming equipment and as such cannot accept returns of this nature where the item has been used. All games sold are compatible with UK consoles.

Who is responsible for return postage costs?

SuplexGames.com will be responsible for postage costs for return if the item is wrong from what was advertised.

Processing your refund

On receipt of your authorized return, we will process your refund within 2-3 working days. Please note that this does not include your bank's processing time, typically between 3-5 working days. Please check with your bank if the refund has not appeared within 10 days. On the date the refund is completed, we'll send you an email message confirming the date and amount. Refunds will be made to the original payment method used for the purchase.

SuplexGames.com is required to process all refunds to the original payment method applied when you placed your order. Even if the payment card used has expired, or your account has been closed or cancelled, this is the case. Normally, in this case, a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.