Refund Policy

Cancellations / Amendments

1. If you wish to cancel or amend an order, please contact us before the order has been dispatched (noted from the time a dispatch email has been sent for the order)

2a. If you wish to cancel an order, a refund will be issued in accordance with the refund policy below

2b. If you wish to add an item to an order, please contact us using the contact form on our website, or via email to hello@pucapucagames.co.uk, stating the order number, and the item you wish to add. If you have a payment method stored on file, we will automatically charge for the additional item plus any postage ammendments and issue an updated invoice via email to the email address stored on your customer account. If you do not have a payment method on file, we will delay the posting of the order and issue a request for payment for the updated order to the email address stored on your account. Once the invoice is paid, the order will be dispatched and a new invoice will be issued via email

2c. If you wish to remove an item from your order, please contact us using the contact form on our website, or via email to hellp@pucapucagames.co.uk, stating the order number, and the item you wish to remove. We will issue a refund to the original payment method for the portion of the order to be removed plus any adjustment in postage costs, and issue an updated invoice to the email address stored in your user account.

2d. Pre-orders are treated as orders and the same cancellation/refund policies apply.

Refunds

1. This policy sets out the returns policy for goods or services purchased through the online store operated by Puca Puca Games.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods are exempt from being returned for a refund where they are perishable (e.g. food, flowers, newspapers, magazines) or where they are intimate or sanitary goods (like underwear), or where they are hazardous materials or flammable liquids or gases.

4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable software product) or a gift card or gift wrapping service

5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. 

6. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days. If a request is made for refund within 14 working days after the date of delivery, we will issue you with a pre-paid returns label.

7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.

9. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.

10. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take 5-10 working days to credit your account.

11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

12. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

13. While we take all reasonable steps to ensure a fast and reliable service, we do not accept liability for any supplementary costs incurred by customers caused by damaged or faulty goods or delayed, lost, or misrouted orders.

14. Should you wish to cancel a preorder before the release date of the product, please contact us requesting the pre order cancellation and we will refund this to the original payment method used