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. Please note that if the item you return is not faulty, a return & restocking fee (£5) will be deducted from your refund. If the value of your return is over £100 we require you to use your own returns method.

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.

Please note, Zatu takes no responsibility for any goods that are either lost or damaged on their return to us (whether using a Zatu returns label or not). The risk in the goods will remain with you until they are returned to Zatu. We therefore advise that customers use a fully established, tracked and compensated service to return their goods to our warehouse. If an item is lost in transit on its return, Zatu may, in its sole discretion, refrain from processing any refund and require evidence from you of the items being sent back to us. For the avoidance of  doubt, refunds will only be processed once all returned goods have been processed in our warehouse and have been assessed as being returned in the same condition in which they were sent.

Can I return my order past 14 days?

If you have informed us of an issue (such as a fault or damage) within 14 days of receiving your order, you may return your good(s) within 60 days of receiving your order for either a full refund 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 or B grade) unless the item is damaged or faulty and such damage and/or fault goes beyond the described grade boundaries (as below) or in the rare instances where the game is not playable upon delivery (e.g. due to missing pieces).

  1. A Grade products may have minor cosmetic damage to the box and/or packaging.
  2. B Grade products may have sustained varying levels of cosmetic damage to the box and/or packaging. This may include tears, dents and crushing in some cases.

Can I return One-off Mystery Box items?

One-off orders of Mystery Boxes are not eligible for returns unless the seal has remained unbroken and the delivery box is unopened, or an item is received damaged or faulty. Returns of one-off Mystery Boxes are subject to clauses 4.1 and 5.7 of our standard Terms and Conditions. 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, please contact our Customer Service Team to arrange your return who will provide you a link to generate your returns label and QR code. If you do not have a printer, please take the QR code to a Post Office where they will print your label for you.

Please note that if your item is not faulty, the cost of this label (£5.00) 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 01603 801 206.

Terms & Conditions for any further information.