Returns Policy

change of mind. What do you do now?

We are happy to offer a refund to you as long as:

It's within 14 days of receipt of the order.
The product is in new condition when it arrives back to us.
We have received the product from you (we can not cover return postage costs unfortunately).

If orders are not returned in good time and in the same condition as they were received, we withhold the right to deduct a suitable amount from the refund cost or refuse the refund outright.

The cost of return will be paid for by DivesterGames or by the customer, depending on the reason for return. For damaged items or any other issue that is the fault of DivesterGames, we will provide a prepaid return label. For any reason that is not the fault of DivesterGames (change of mind, small aesthetic imperfections on the product packaging) the customer will have to cover the cost of return.

Order cancellations/returns will also incur a non-refundable payment processing fee taken by the payment platform that is not returned. More information on the exact fee can be found below.

Put simply, you can return an unwanted order during the first 14 days as long as it has not been opened or used, and is in the original packaging that you received it in. If you have opened and used it we will not be able to accept the return, and therefore will not issue the refund. If you are unsure and want to talk to us, feel free to drop us an email on divestergames@gmail.com.

Non Refundable Payment Processing Fees

From the 23rd October 2023, refunds made via PayPal will not include the PayPal fee charged. This is a change in PayPal's policy which you can read more about here, under '2. Fees – Commercial Transaction Refunds':

https://www.paypal.com/uk/webapps/mpp/ua/archive-policies-full?locale.x=en_GB

As a result, any 'change of mind' refunds will not include the non-refundable PayPal fee of 2.9% + £0.30. However, if a refund is issued as a result of damaged goods or anything else DivesterGames is liable for, we will refund the full amount paid, including the PayPal fee.

Similarly, payments made with Debit/Credit card also incur a non-refundable payment processing fee of 1.5% + £0.25 and 2.5% + £0.25 with American Express.

Find out more about your cancellation rights and in which situations a business can charge a cancellation fee at: https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services

We only charge the exact fee we do not get back and only in situations where the customer is at fault for the cancellation.

You have your order, but it's damaged.

We will make sure that you get a 'peace of mind' resolution to any faulty or broken products. All we require is that you inform us via email within 30 days of receiving the order, we will deal with the situation on a customer by customer basis. We reserve the right to withhold, charge for or delay resolutions should any complaints or issues be raised after this period.

You have changed your mind on an order or pre-order you have placed.

We can offer a full refund up until the order has shipped, which is usually one day before the official release date.

To request a refund, please contact us at divestergames@gmail.com with your order number.

Your parcel is late or missing

Whilst the success rate of Royal Mail is high in meeting delivery timeframes, delays do occur from time to time. The official Royal Mail policy states that an item is not considered lost until 10 working days after the due date. Once these 10 working days have passed, we are able to file a claim with Royal Mail to get the value of the package refunded to us. We can then give the choice of a full refund or a replacement parcel to the customer. Please note that refund claims for lost parcels can take up to a few weeks.

If Royal Mail deny the refund claim then DivesterGames will cover the cost of the refund or replacement.

If your parcel is delayed or missing then please contact us at divestergames@.com and we will do everything we can to get more information for you.

RETURNS ADDRESS:

DivesterGames
16 bideford close

london feltham

tw13 5pg

Contact details:

Email - divestergames@gmail.com

Post: - DivesterGames
16 bideford close

london feltham

tw13 5pg

DivesterGames endeavours to provide all customers with a quality product coupled with quality service. If you believe this has not been the case, please contact us so that we can resolve this for you as value your respect above all.