Returns, Refunds & Cancellations

 

Can I return my game?

Unopened games/consoles/accessories can be returned within 7 days of receiving your order. Any damaged items must be reported within 24 hours of receipt of your order.

Where do I return my game to?

Return address:

Returns @ Monster-Shop
Puzzle Freight Limited
Unit 2B
Polar Park
Heathrow
UB7 0DG

I have returned my game when do I get my refund?

Returned orders will be refunded in full minus any additional shipping charges within 48 hours. The money will then usually show back your account within 3-5 working days.

My item(s) appear to be faulty, what do I do?

Faulty items need to reported to us within 28 days of receipt for a full refund or replacement. Items deemed to be operationally sound (or faulty as a result of any form of misuse) will not be approved for refund or replacement. Faulty Consoles need to be returned to us in their original boxes with matching serial numbers and including all original box contents (Power adaptor, HDMI lead, controller etc). Please click here to get in touch.

My goods arrived damaged?

If your goods arrive damaged you will need to get in touch within 24 Hours of receipt of the items to receive either a replacement or a full refund. Please click here to get in touch.

How can I cancel my order?

Orders can be cancelled up until the point of payment authorisation by your bank. To cancel an order you will simply need to login to your account area and click on ‘Outstanding orders’ to the left hand side of the screen.

My order has shipped, can I still cancel?

Once your order has been marked as shipped it will need to be sent back to us as a standard return.