We want you to be happy with what you buy from us. If you're not, we'll sort it out. That's the short version. Here's the detail.
You have 90 days from delivery to return any item. The item needs to be unused and in its original packaging where possible. If you've lost the packaging — it happens — return it in the best condition you can, and we'll agree a fair refund with you.
To start a return, email us at info@exit23.games. We'll send you a return shipping label and instructions. Please don't send items back without contacting us first, as we can't process unsolicited returns.
Our return address is: Exit 23 Games Limited, 29 Bryn Teg, Llandegfan, LL59 5TY, United Kingdom.
If something arrives damaged, defective, or wrong, contact us straight away at info@exit23.games. We'll make it right; whether that's a replacement or a full refund, your call. Don't worry about packaging or return windows for genuinely faulty items; just get in touch, and we'll work it out.
Once we've received and inspected your return, we'll email you to confirm whether the refund is approved. Approved refunds are processed to your original payment method within 10 business days. Banks and card companies sometimes add their own processing time on top of that. If it's been more than 15 business days since we approved your return, get in touch, and we'll chase it up.
In some cases, we may offer a partial refund rather than a full one. This applies to items not returned in their original condition, or items returned more than 90 days after delivery.
The quickest way to exchange is to return the original item and place a new order for the replacement. If the item is faulty, we'll cover the cost; just email us, and we'll handle it.
If the item was marked as a gift at checkout and shipped directly to you, we'll issue a gift credit for the return value. If it wasn't marked as a gift, the refund goes to the original purchaser.
You cover the shipping cost for returning items, unless the item is faulty or we sent you the wrong thing. Shipping costs from your original order are non-refundable. If you're returning something worth more than £50, we'd recommend using tracked shipping — we can't take responsibility for returns that don't reach us.
If you're in the European Union, you have the right to cancel or return your order within 14 days for any reason, no justification needed. The same condition requirements apply: unused, original packaging where possible, with your proof of purchase.
If anything here is unclear, or you're not sure whether your situation is covered, email info@exit23.games before doing anything. We'd always rather talk it through than have you guessing.