Returns, refunds & aftercare.

1. The 14-day cooling-off

Statutory under the Consumer Contracts Regulations 2013 — you have 14 days from the day the box lands to change your mind. We extend this voluntarily to opened games and benched consoles. Email us within 14 days to start the return; you then have a further 14 days to post the item back.

2. How to start a return

1. Email [email protected] with your order code and a one-line reason (no novel needed).
2. We email back a pre-paid Royal Mail Tracked 24 label inside the hour during shop hours.
3. Print and stick it on the box; drop at any Post Office or Royal Mail collection box.
4. We process the refund inside 5 working days of receipt — back to the original card via Stripe.

3. Genuine faults & the 30-day right to reject

Under the Consumer Rights Act 2015, if the goods are faulty or not as described you have a right to reject inside 30 days for a full refund (post both ways on us). Inside 6 months we'll either fix or swap. Send a photo of the fault to the email above and we'll bypass the label step entirely.

4. The 12-month rig-fault warranty (refurb floor)

Every refurbished console that left the bench is covered for 12 months from the day it lands with you. If a system fails inside the year and the fault is rig-side (capacitor, lens drive, controller pad, fan, PSU, etc.) — we cover post both ways and either fix it in Camden or swap. User damage (drops, liquid, power surges, attempted self-repair) isn't covered, but we'll quote a fair fix price anyway.

5. What we can't refund

• Custom-modded hardware once we've started the mod (deposits returned on cancellation before work starts).
• Downloadable PC keys once the code's been redeemed — but we'll happily swap an unredeemed key for shelf credit.
• Items damaged by the buyer outside of fair-test inspection.

6. Address for postal returns

Returns Bench — Vault 03
Vault 3, 26 Inverness Street, London NW1 7HJ