At EnjoyGameShop, we want you to be completely satisfied with your purchase of our delightful Chibi figures, musical merchandise, table games, and other fun products. If for any reason you’re not happy with your order, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition as when you received it
  • The item must be in its original packaging
  • You must provide proof of purchase (order number or receipt)

Non-Returnable Items

For hygiene and licensing reasons, the following items cannot be returned or exchanged:

  • Opened table games (to prevent potential tampering)
  • Used disguises and accessories (for hygiene reasons)
  • Downloadable content or digital products

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service at [email protected] within 15 days of receiving your order
  2. Provide your order details and reason for return/exchange
  3. Wait for return authorization – we’ll email you a Return Merchandise Authorization (RMA) number
  4. Package the item securely in its original packaging with all accessories
  5. Include the RMA number clearly on the outside of the package
  6. Ship the package to our returns address (provided in your RMA email)

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot be responsible for lost return packages.

Refund Processing

Once we receive and inspect your return:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 5 business days
  • Refunds will be issued to the original payment method (Visa, MasterCard, JCB, or PayPal)
  • Depending on your payment provider, it may take additional time for the refund to appear on your statement

Exchange Processing

For exchanges (subject to availability):

  • We will ship the replacement item once we receive your return
  • Standard shipping rates apply for the new item unless the exchange is due to our error
  • You will receive tracking information for your replacement item

Return Request Template

Use this template when emailing your return request:

Subject: Return Request for Order #[Your Order Number] Dear EnjoyGameShop Customer Service, I would like to request a return/exchange for my recent order: – Order Number: [Insert Your Order Number] – Date of Purchase: [Insert Date] – Item(s) to Return: [List Item(s) with Product Names] – Reason for Return: [Brief Explanation] Please advise on the next steps for processing this return. Thank you, [Your Full Name] [Your Contact Email] [Your Contact Phone Number – Optional]

Returns Address

All returns should be sent to:

EnjoyGameShop Returns
13 Hurst St
Birmingham, GB B3H 3PB
United Kingdom

Note: International customers (outside UK) may be responsible for customs fees when returning items. These fees are non-refundable.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We will arrange for a replacement or refund at no additional cost to you

For any questions about our Returns & Exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected].

Happy gaming from all of us at EnjoyGameShop!