Delivery & Returns

1. Delivery options

Delivery charges are calculated at checkout from the weight and destination of your order, and confirmed before you pay. Our standard UK services are:

Estimated times are working days — Monday to Friday, excluding UK bank holidays — and start from dispatch, not from the moment you order. They are estimates rather than guarantees unless we have agreed a guaranteed date with you in writing.

2. Dispatch times

Orders placed before the daily cut-off on a working day are normally picked and dispatched the same day; otherwise they go out on the next working day. Pre-orders are dispatched on or shortly before the release date shown on the listing. If your order contains a pre-order alongside in-stock items, we will tell you whether it will ship together or in parts.

You will receive a dispatch confirmation email when the parcel leaves us. That email is also the point at which the contract of sale is formed — see clause 6 of the Terms.

3. Where we deliver

We deliver throughout the United Kingdom, including Northern Ireland. Some large, heavy or battery-containing items cannot be sent to every postcode by every service; where that applies the listing says so and checkout will offer the available options.

International delivery is offered to selected destinations. For orders shipped outside the UK, any import duty, tax or customs charge is payable by you, is not included in the price you pay us, and is collected by the carrier or the destination authority. Lithium batteries and some aerosols cannot be shipped internationally by air.

4. Tracking your parcel

Your dispatch email contains a tracking number and a link to the carrier. Tracking usually updates within a few hours of collection. If you gave us a mobile number, most carriers will also text you a delivery window on the day.

Please make sure the delivery address is correct before you complete checkout. Once a parcel has been dispatched we cannot change the address, though the carrier may allow you to redirect it or leave instructions.

5. Late, missing or damaged parcels

• Running late. If tracking has not moved for three working days, email info@gallerytech.org with your order number and we will open an enquiry with the carrier.
• Marked delivered but not received. Check with neighbours and any safe place first, then tell us within 14 days of the tracking event so that we can investigate while the carrier still holds the evidence.
• Damaged in transit. Send us a photograph of the outer packaging and the damaged item within 48 hours of delivery. Please keep the packaging until the claim is settled.
• Wrong item. Do not open or use it. Email us and we will arrange a free collection and send the correct product.

Goods remain at our risk until they are delivered to you or to a person you have nominated, so a parcel lost in transit is our problem to solve, not yours.

6. Changing your mind

As a consumer you have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:

• The cancellation period ends 14 days after the day you receive the goods. Where an order is delivered in several parts, it ends 14 days after you receive the last part.
• You must tell us clearly that you wish to cancel — an email is enough, and the form in section 11 is optional.
• You then have 14 days from telling us to send the goods back.
• You may examine the goods as you would in a shop. If you handle them beyond that and their value is reduced, we may deduct that reduction from your refund.

Beyond the statutory minimum, we will also accept unopened, undamaged items in their original sealed packaging for up to 30 days after delivery as a goodwill return, provided you pay the return postage. This is in addition to, and does not affect, your legal rights.

7. How to return an item

1. Email info@gallerytech.org with your order number, the item and the reason. We will reply with a returns reference.
2. Repack the item securely, ideally in the outer box it arrived in. Please do not tape or write on the product’s own packaging — a game box is part of the product.
3. Include the returns reference in the parcel so we can match it to your order.
4. Send it to the address we give you, using a tracked service. Keep your proof of postage until the refund arrives.

You pay the return postage when you are simply changing your mind. We pay it — or arrange collection — when the item is faulty, damaged, incorrectly supplied or not as described.

8. Refunds

• We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.
• Refunds go to the original payment method. We do not charge a fee for issuing one.
• We refund the standard outbound delivery charge as well as the price of the goods. If you chose a more expensive delivery service, we refund the standard rate, not the upgrade.
• Where only part of an order is returned, the delivery charge is not refunded if the remaining items would have attracted the same charge.
• Your bank may take a further three to five working days to show the credit.

9. What cannot be returned

Certain goods are excluded from the statutory right to cancel once unsealed or supplied:

• sealed audio, video recordings or computer software once the seal is broken;
• sealed trading card products, blind boxes and similar randomised items once opened;
• goods made to your specification or clearly personalised, including custom paint or engraving;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed; and
• gift cards and downloadable content once the code has been revealed.

These exclusions apply to changes of mind only. They never affect your rights if an item is faulty, damaged or not as described.

10. Faulty or incomplete items

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• within 30 days of delivery you may reject them and receive a full refund;
• between 30 days and six months you are entitled to a repair or replacement, and to a refund if that fails; and
• after six months the Act still protects you where you can show the fault was present at delivery.

Missing pieces are the easiest thing we fix. Most manufacturers supply replacement components free of charge. Send us the order number, the product and the part number from the instruction booklet, and we will either chase the part for you or replace the item — whichever gets you playing sooner.

Faults caused by misuse, accident, unauthorised modification or ordinary wear and tear are not covered. Rechargeable batteries and consumables are expected to degrade with use.

11. Model cancellation form

You do not have to use this form, but you may copy it into an email to info@gallerytech.org if you find it convenient.

Still unsure what applies to your order? Email info@gallerytech.org and we will tell you plainly, even where the answer is that no refund is due.