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 support@gamesummon.co.uk. 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 support@gamesummon.co.uk 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
    • PayPal payments: 2.9% + £0.30 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 (£4.99 ex VAT 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 support@gamesummon.co.uk 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
      • PayPal payments: 2.9% + £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.


Faulty Items

  • For faulty items covered under the manufacturer’s warranty, please contact our team at support@gamesummon.co.uk. 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 support@gamesummon.co.uk. Our team is here to assist you with any concerns.