Refund policy

At Play Theory, we want every game night to be a hit. If something’s gone wrong or you’ve changed your mind, here’s how we can help.

1. Cancelling Your Order or Returning a Product

Your right to cancel or return depends on what you ordered, whether it arrived in good condition, and when you get in touch:

  • If your product is faulty or not as described, you’re entitled to a refund, repair, or replacement — see section 2 below.
  • If you’re cancelling because of something we’ve done, like a major delay or pricing error, see section 3.
  • If you’ve simply changed your mind, you have 14 days to return your item under the Consumer Contracts Regulations — see section 4.

2. Faulty or Misdescribed Products – Your Legal Rights

We’re legally required to supply products that are as described, fit for purpose, and of satisfactory quality. Your rights include:

  • Within 30 days – If your product is faulty, you can ask for a full refund
  • Within 6 months – If it can’t be repaired or replaced, you can get a full refund.
  • Up to 6 years – You may be entitled to a partial refund if the product doesn’t last a reasonable amount of time.

If your item is faulty or misdescribed:

  • Email us at support@playtheory.co.uk
  • Include your order number, a short description of the issue, and any relevant photos

We’ll cover the return postage if the product is indeed faulty or incorrect

3. Cancelling Because of a Problem on Our Side

You can cancel your order immediately if:

  • We’ve made a pricing or description error
  • There’s a delay outside our control that’ll significantly affect delivery
  • We’ve paused supply for more than a month for technical reasons
  • You have another legal reason for cancellation

In these cases, you’ll get a full refund for any products not received — and may be entitled to compensation.

4. Changing Your Mind – Your Cooling-Off Rights

If you bought a product through our website, you have the legal right to cancel your order within 14 days of receiving it — no questions asked.

To cancel:

  • Email support@playtheory.co.uk within the 14-day window
  • Provide your order number and let us know you’d like to return the item
  • You must return the product(s) within 14 days of telling us

If the product isn’t faulty:

  • You’ll need to cover the return postage
  • The item must be unused and in original condition and packaging
  • We may reduce your refund if the item has been handled in a way that makes it unsellable (e.g. damaged box, missing components)

We’ll refund:

  • The cost of the product
  • Within 14 days of receiving your return.

5. How to Return

Please return items to the address provided in your returns email. We recommend using tracked delivery and keeping proof of postage — we can’t refund items that don’t arrive back with us.

6. Need Help?

Email our customer care team at

support@playtheory.co.uk

We’re here to help make things right.