Returns Policy

The Midlands Gaming Hub

1. Returns

If you wish to return an item, please review the following guidelines:

• Change of Mind:
  You may return unwanted items within 14 days of receiving your order.

• Faulty or Damaged Goods:
  If your item is faulty or damaged, you have up to 30 days from delivery to report the issue. We recommend contacting us as soon as possible to help us resolve it quickly.

• Condition of Returns:
  All returned items must be:

  • Unopened and unused
  • In their original condition
  • Returned with all original packaging, including the outer shipping packaging (e.g. box or mailing bag), unopened

• Booster Packs:
  Due to their collectible nature and risk of tampering, all booster pack sales are final and non-returnable.

• Return Costs:

  • If returning an unwanted item, return postage is the customer’s responsibility.
  • If the return is due to our error (e.g. wrong or faulty item), we will cover return costs.

• Refusing Delivery / Sealed Parcels:
  If you no longer want your order after dispatch:

  • Please refuse delivery, or
  • Return it unopened with a new label
    Opening the parcel may void your eligibility for a refund due to tampering risks.

• In-Store Returns:
  Items can be returned to our Gaming Centre; however, refunds are not processed immediately and will be handled by our returns team.

• International Returns:
  If an item is returned due to unpaid customs charges, your refund will be:

  • Minus the original shipping cost
  • Minus any return fees charged by the courier

• Exchanges:
  Where exchanges are requested, delivery costs will be considered as part of the process.

• Incorrect or Missing Items:
  If we have sent the wrong item or something is missing:

  • We will arrange resolution at no extra cost
  • Incorrect items must be returned before replacements are sent

2. How to Start a Return

To initiate a return:

1. Contact us via your account or our contact form
2. Provide your order details and reason for return
3. Wait for our team to confirm next steps before sending anything back

Important:
You must contact us within:

• 14 days (standard returns)
• 30 days (faulty items)

Returns sent without prior contact may not be accepted.

3. Damaged Items

While we take great care packaging orders, damage in transit can occasionally occur.

If your item arrives damaged:

• Take clear photos of:
  • The outer parcel (including shipping label)
  • The damaged item
• Do not open sealed products, as this may affect your claim
• Contact us within 7 days of delivery

Failure to provide sufficient evidence may prevent us from submitting a courier claim.

4. Lost Items

If your order hasn’t arrived:

• UK Orders:

  • Royal Mail: Please allow 10 working days after the due delivery date
  • DPD: Contact us 1 day after a missed delivery

• International Orders:

  • DPD: Contact us if not received within 10 days of dispatch notification
  • Royal Mail: Contact us after 30 days

All missing parcel cases must be investigated by the courier before refunds or replacements can be issued.

5. Claims Process

Courier or supplier investigations may take time.

• Most claims are resolved within 14 days, but delays can occur during busy periods.
• Refunds or replacements are only issued after the investigation is completed.

6. Vintage & Pre-2020 Products

Items released prior to 2020 are considered vintage and are subject to the following:

• All sales are final (no returns, refunds, or exchanges)
• Items may show signs of age and are sold as-is
• Products are inspected and sealed with a tamper label
• Removal of the tamper seal confirms acceptance of the item’s condition

These items are excluded from standard return rights due to their collectible nature.

7. Need Help?

If you are unsure about your eligibility for a return, please contact our support team. We’re always happy to help.