At Game Summon, we want you to be satisfied with every purchase. If you need to return an item, our policy is as follows:


Damaged or Incorrect Products

  • If your product arrives damaged or incorrect, please contact us within 7 days of receiving your order at [email protected]. We kindly request photo evidence of the unopened and opened package. We will assess the issue and promptly provide a replacement or refund as needed.


Return Authorisation

  • To initiate a return, please contact our Customer Service team at [email protected] to receive a returns authorisation number and further instructions.


Returns & Cancellations

  • Under UK consumer law, you have 14 days from receiving your order to notify us of cancellation
  • Items must be:
    • Unopened and in 'as new' condition
    • In original packaging
  • Payment Processing Fees: For voluntary returns, we will deduct:
    • Card payments: 2% + £0.25 per transaction
  • These fees reflect our actual transaction costs and only apply to voluntary returns, not faulty/damaged items
  • Shipping:
    • Return shipping costs are your responsibility
    • Original shipping fee (£5.99 for orders under £99) is non-refundable
  • Exclusions: Customised items cannot be returned


Pre-orders

  • Pre-order refunds or cancellations:
    • Can be requested by emailing [email protected] with your name and order number
    • Available until the order has shipped
    • Payment processing fees will be deducted:
      • Card payments: 2% + £0.25 per transaction
      • Amazon Pay payments: 2.7% + £0.30 per transaction
  • If a pre-order product has fallen in price since you ordered it, we can refund you or issue store credit for the difference, up to the point the order is dispatched
  • Refund processing may take up to 10 working days through our payment system


Release Day Shipping

  • Most products are received one day before release date for release day dispatch
  • For Magic: The Gathering products:
    • We comply with Wizards of the Coast's street date policy
    • Orders cannot be dispatched before the official release date
    • When stock arrives on release day, orders are processed as quickly as possible
    • Dispatch timing depends on stock arrival time


Stock Allocation

  • Pre-order fulfilment is subject to supplier allocation
  • If demand exceeds our allocation:
    • Orders will be fulfilled in chronological order
    • Affected customers will be notified promptly
    • Full refunds will be provided for unfulfilled orders
  • Stock allocation updates will be posted on our website
  • We endeavour to manage pre-order quantities based on expected allocations, but final quantities are confirmed only when stock arrives from suppliers


Fair Use Policy

  • While we honour all statutory consumer rights, we maintain a fair use policy to ensure our returns service is not misused:
  • We monitor return patterns and may investigate unusual activity that suggests:
    • Returns that don't match normal consumer purchase patterns
    • Signs of commercial or resale activity
    • Systematic abuse of our returns policy
  • We reserve the right to:
    • Request additional information about returns
    • Decline returns where there is clear evidence of policy abuse
    • Take appropriate action to prevent misuse of our returns service
  • This fair use policy applies in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations.


Refunds

  • Once your return is received and inspected, we aim to process refunds within 7 working days using the original payment method. We will notify you once the refund has been issued.
  • For returns due to change of mind, the appropriate payment processing fee will be deducted from the refund amount as detailed above.
  • For returns due to damaged or incorrect items, you will receive a full refund including any transaction fees.
  • In some cases where your payment hasn't been captured yet (e.g. cancelled orders or stock issues), the transaction may be voided instead of refunded. This means no money was taken, though your bank may show a pending charge temporarily. It should disappear in 3-5 working days.


Faulty Items

  • For faulty items covered under the manufacturer’s warranty, please contact our team at [email protected]. We will guide you through the process and assist with any necessary claims.


Non-Returnable Items

  • We cannot accept returns for sale items, gift cards, or items exceeding order quantity limits if they do not meet resale conditions.


International Returns

  • All policies above apply to international customers with the following additional conditions:
  • Return Shipping:
    • Customers are responsible for return shipping costs and any customs charges
    • We recommend using a tracked postal service
    • Game Summon is not responsible for items lost during return shipping
  • Import Duties and Taxes:
    • Any import duties, taxes, or customs charges paid on your original order cannot be refunded by Game Summon
    • You are responsible for any return shipping customs charges
  • Refund Processing:
    • International refunds may take 5-10 working days to appear in your account after processing


Liability and Limitations

  • Game Summon’s liability for any order is limited to the product’s value. We are not liable for any indirect loss or damages resulting from the order.
  • If you have further questions, please contact us at [email protected]. Our team is here to assist you with any concerns.