Returns Policy

Can I return my order and how long do I have to do so?

If your order is damaged or you have received an incorrect item, you will have 14 days from receiving your order in which to inspect any goods and inform us of this error, and a further 60 days to return the order for a replacement or a full refund. Please note, requests for replacements are dependent upon our stock levels at that time, however if we cannot fulfil a replacement, you will be provided with a full refund.

If you change your mind and wish to return an item, you will also have 14 days to inform us of this decision, and 60 days to complete the return. Upon the return of the item, we will provide you with a full refund minus the cost of the shipping. Please note that if your item is not faulty, the cost of the return (£3.50) will be deducted from your refund.

If no communication is made within 14 days of receipt of your order, Zatu Limited will consider this item as accepted by you, the customer.

Can I return my order past 14 days?

You may return your good(s) within 30 days of receiving your order if the item is damaged or faulty for either a full refund (minus shipping) or a replacement. Zatu will verify the fault before approving a refundable return and reserves the right to reject returns should no fault be identified.

Can I return an Outlet Store purchase?

We are unable to accept returns on items purchased through our Outlet Store platform (items listed as A, B or C grade) unless the item is damaged or faulty that goes beyond the described grade boundaries.

Can I return Mystery Box items?

Mystery Boxes are not eligible for returns unless the seal has remained unbroken or an item is received damaged or faulty. In case you receive duplicate or unwanted content, we strongly encourage you to gift the games as presents to your friends and family.

How can I return my order?

If you wish to return your order, please complete our Returns Form and include this in your parcel. If you do not have access to a printer, please insert a note in your order which includes the same information. If you do not provide a completed returns form we cannot guarantee you will be refunded the correct amount.

If you are a UK customer, you can create a Tracked Returns Label. Please note that if your item is not faulty, the cost of this label (£3.50) will be deducted from your refund. You will then have 60 days to return your order. Please keep a note of your tracking number so we can use this in the event that your parcel goes missing.

If you are an international customer, we recommend that items are returned through recorded delivery. If recorded delivery is not used and an item goes missing Zatu Games may not be able to refund you for the item. It is your responsibility to ensure items are returned as new, in the same condition in which they were received. Zatu Games retain the right to refuse a return or make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

To meet the refund deadline, it is sufficient for you to send your cancellation request using the online form before the 14-day cancellation period has expired.

When will you issue the refund?

Once we have received your returned item(s) we will process your refund within 14 days.

How will you refund me?

We will issue the refund using the same payment method you used when you placed your order unless you have expressly agreed otherwise.

In any case, you will not incur any fees as a result of the refund.

How can I contact you?

If you have any questions or would like to talk to us, please contact us by:

  • Filling out and submitting the online form available at,  or
  • Sending a letter to Zatu Limited, 40 Barnard Road, Bowthorpe, Norwich, NR5 9JB, or
  • Calling us on 0800 007 5444.

Terms & Conditions for any further information.