Refund policy
We want you to be delighted with your purchase. If something isn't right, we're here to help.
Returns
You have 14 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- be unused and in its original condition;
- be in its original, unopened packaging;
- include all components, accessories, and promotional items originally supplied; and
- be accompanied by proof of purchase.
As our games are sold in sealed packaging, opened or unsealed games cannot normally be returned unless they are faulty or damaged upon arrival. This helps us ensure every customer receives a new and complete product.
To request a return, please contact us at info@bigcheekgames.com. Once your return has been approved, we'll provide instructions on how and where to send your package. Returns sent without prior authorization may not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your order is damaged during shipping, contains missing components, has a manufacturing defect, or you receive the wrong item, please contact us within 14 days of delivery at info@bigcheekgames.com. Whenever possible, include photographs of the product and packaging so we can resolve the issue quickly.
Depending on the circumstances, we will arrange a replacement, provide missing components, or issue a refund.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please request a return (if eligible). Once your return has been accepted, you may place a new order through our store.
European Union 14-Day Right of Withdrawal
If your order is shipped to a country within the European Union, you have the legal right to cancel or withdraw from your purchase within 14 days without giving a reason.
To qualify for a full refund, returned products must be in their original, unopened condition and suitable for resale unless your statutory consumer rights provide otherwise.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or card provider may require additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@bigcheekgames.com.
Return Shipping
Unless the item is faulty, damaged, or incorrectly supplied, customers are responsible for the cost of returning items.
If we made a mistake with your order or the product is defective, we will cover the reasonable cost of return shipping or provide a prepaid return label where available.