Returns & Refund Policy

Kidz City ("we", "us", "our") sells new, boxed video games for the PlayStation 5 and Nintendo Switch 2. This policy explains your rights to cancel an order or return goods, who pays for return postage, and how and when we issue refunds. It applies to purchases made at kidzcity.co.uk. Nothing in this policy affects your statutory rights under UK consumer law.

1. Your 14-day right to cancel (cooling-off period)

Under the Consumer Contracts Regulations 2013, because you buy from us online (a "distance contract"), you have the right to cancel your order for any reason within 14 days, without giving a reason.

• The 14-day cancellation period starts the day after you (or someone you nominate, other than the carrier) receive the goods.
• To cancel, tell us clearly before the 14 days end — email us at admin@kidzcity.co.uk quoting your order number. You may use the model cancellation wording in Section 6, but it is not compulsory.
• After cancelling, you must return the goods to us without undue delay and within 14 days of telling us you are cancelling.

Refund after cancellation

We will refund all payments received from you, including the standard outbound delivery cost (but not any extra cost if you chose a more expensive delivery option than our standard service). We will issue the refund within 14 days of either: (a) the day we receive the goods back, or (b) the day you provide evidence that you have sent the goods back — whichever is earlier. We refund using the same payment method you used (your Stripe card payment), at no extra charge.

Condition of returned goods (cooling-off returns)

You are entitled to examine the goods as you would in a shop. You may handle them to check they are what you ordered. However, video games are subject to specific rules:

• Sealed games: If a game's manufacturer seal/shrink-wrap is intact, you may return it within the 14-day cooling-off period for a full refund.
• Opened/unsealed games: Sealed audio, video or computer software (which includes boxed video games) is exempt from the right to cancel once the seal is broken (Consumer Contracts Regulations 2013, reg. 28(1)(b)). If you remove the manufacturer seal, you lose the cooling-off right to return that game unless it is faulty (see Section 2).
• If you reduce the value of any item by handling it more than was necessary to establish its nature, characteristics and functioning, we may deduct an amount from your refund to reflect that loss in value.

2. Faulty, damaged or misdescribed goods (Consumer Rights Act 2015)

Separately from the cooling-off right above, the Consumer Rights Act 2015 gives you rights if a game is faulty, damaged on arrival, or not as described. These rights apply even to opened/unsealed games.

• Within 30 days of delivery: you have the short-term right to reject faulty goods for a full refund.
• Within 6 months of delivery: if the game develops a fault, you are entitled to a repair or replacement; if that is not possible or fails, you are entitled to a refund (which may be reduced to reflect use after the first 6 months).
• Damaged in transit: if your order arrives damaged, contact us within a reasonable time (please tell us within 7 days where possible) with your order number and a photo of the damage so we can arrange a replacement or refund.

For faulty-goods returns, we pay the return postage (see Section 3).

3. Who pays for return postage

We recommend you obtain proof of postage and use a tracked or recorded service for returns, as you are responsible for the goods until they reach us.

4. How to return an item

1. Email admin@kidzcity.co.uk with your order number and the reason for return.
2. We will confirm the return and provide the return address: Kidz City, 20–22 Wenlock Road, London, N1 7GU, United Kingdom.
3. Pack the game securely (ideally in its original packaging) and send it to the address we provide, using a tracked/recorded service.

5. Refund timescales (summary)

• Cooling-off cancellation: within 14 days of us receiving the goods back, or of you proving you have returned them.
• Faulty goods: without undue delay once the return is agreed/received, typically within 14 days.
• Refunds are made to your original Stripe payment method. Your bank or card issuer may take a few additional working days to show the refund on your statement.

6. Model cancellation wording (optional)

To Kidz City, admin@kidzcity.co.uk: I hereby give notice that I cancel my contract of sale for the following goods: [game title(s)], ordered on [date] / received on [date]. Order number: [number]. Name: [your name]. Address: [your address]. Date: [date].

7. Exceptions and notes

• This policy covers physical, new boxed games only. We do not sell digital download codes or used goods.
• This policy does not affect your statutory rights under UK consumer law.

Contact for returns: admin@kidzcity.co.uk · 20–22 Wenlock Road, London, N1 7GU, United Kingdom Last updated: 10 June 2026