This policy outlines your legal rights regarding refunds and returns, in compliance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, as applicable in the UK.

1. Statutory Cancellation Right (The 14-Day Cooling-Off Period)

As a customer buying online (distance selling), you have a right to cancel the contract for any reason, with the period depending on the type of product you purchase:

A. Digital Content (Game Keys, Download Codes)

The right to cancel a purchase of digital content (e.g., game keys, downloadable software) is subject to strict legal conditions.

ConditionRight to Cancel?
Before CommencementYES. You can cancel for a full refund within 14 days of purchase, provided the download or streaming has not started, and the digital key/code has not been supplied to you.
After Commencement/Supply (Loss of Right)NO. You lose your right to cancel for a refund once we have started to supply the digital content. By clicking to purchase and/or accessing the digital key/code, you expressly consent to the immediate supply of the content and acknowledge that you lose your 14-day right to cancel.
Pre-Orders (Digital)YES. You may cancel a pre-order at any time before the game is released and the key is supplied. Once the key is supplied, the loss of right to cancel (above) applies.

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B. Physical Goods (Consoles, Accessories, Physical Discs)

You have the right to cancel your order for physical goods for any reason within a 14-day cooling-off period.

  • Cancellation Window: 14 days from the day after you receive the last item in your order.
  • Return Deadline: Once you notify us of cancellation, you have a further 14 days to send the goods back to us.
  • Refund: We will refund the purchase price and the original standard delivery cost within 14 days of receiving the goods back (or proof of postage).
  • Customer Responsibility: You are responsible for the cost of returning the item and ensuring it is returned in a resalable condition. If the value of the goods is diminished by unnecessary handling, we may deduct an amount from your refund.

2. Faulty Goods (Statutory Rights under the Consumer Rights Act 2015)

Your legal rights under the Consumer Rights Act 2015 state that all goods and digital content must be: (1) of satisfactory quality, (2) fit for purpose, and (3) as described.

A. Faulty Digital Content (Game Keys, Downloads)

If your digital content is faulty (e.g., the key is invalid, the downloaded game is corrupt, or it causes damage to your device), you have the following rights:

  1. Repair or Replacement: You must give us the opportunity to repair or replace the digital content (e.g., provide a new working key or a repaired download file). This must be done within a reasonable time and without significant inconvenience to you.
  2. Price Reduction/Refund: If a repair or replacement is impossible, unsuccessful, or takes too long, you are then entitled to a price reduction (which can be up to 100%, i.e., a full refund).

B. Faulty Physical Goods

If your physical goods are faulty, you have the following tiered rights:

  1. Short-Term Right to Reject (0-30 days): If a fault develops within 30 days of delivery, you are entitled to a full refund.
  2. Repair or Replacement (30 days – 6 months): If a fault develops after 30 days but within 6 months of delivery, you must allow us one attempt to repair or replace the item. If this fails, you can then claim a refund (with a potential deduction for usage) or a final price reduction.
  3. After 6 months: You must prove that the fault was present at the time of delivery.

3. General Returns Procedure

To initiate a return or refund request, please follow these steps:

  1. Contact Us: Email us at [email protected] with the following information:
    • Order Number
    • Product Name (e.g., Elden Ring PS5)
    • Reason for Return (e.g., Faulty Key, Changed Mind, Wrong Item)
    • Preferred Remedy (e.g., Refund, Replacement)
  2. Authorisation: We will assess your request and provide you with a Returns Authorisation Number (RAN) and the necessary return instructions (if applicable). Do not send any item back without an RAN.
  3. Return Address: Please send authorized physical returns to: HupiPlay.uk Returns Department 13, Freelandpark, Warehamroad, Poole, UK

4. Refund Processing

  • Digital Content: Refunds for digital content (where applicable) will be processed within 14 days of confirmation that the refund is due.
  • Physical Goods: Refunds will be processed within 14 days of us receiving the goods back or receiving verifiable proof that you have returned them (whichever is earliest).
  • Method: All refunds will be credited back to the original payment method used for the purchase.

5. Exclusions and Non-Refundable Items

Except in the case of faulty goods, we cannot offer refunds or returns on the following:

  • Used Digital Content: Digital game keys or codes that have been supplied, revealed, or redeemed.
  • Sealed Software: Physical computer software, DVDs, or video games that have been unsealed after delivery.
  • Gift Cards/Vouchers: Vouchers or gift cards purchased on our site.
  • Perishable Items: Any item with an expiry date.

If you are returning a physical item under the 14-day cancellation right, it must be returned unused and in its original, sealed packaging.