Refund policy

At Dranda Games we strive to provide the best products and services to our customers. If you are not completely satisfied with your purchase, we are here to help. This return and refund policy outlines the terms and procedures for returns and refunds of products purchased from us.

Before asking for a refund or return:

Please note: we offer free replacement parts, so if your item is damaged, we could help out!

Damages, missing items, or other issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please complete our missing/damaged items form

We will endeavour to provide replacement items wherever possible, but sometimes if a game is no longer in stock this is not possible. In this case, we will either offer a refund or a voucher.

Eligibility for Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards, or downloadable software/products.

Return process:

1. Request a Return:

Contact our customer service team at community@drandagames.co.uk within 30 days of receiving your item to initiate a return.

Provide your order number, details of the item, and the reason for return.

2. Shipping:

You will be responsible for paying for your own shipping costs for returning your item unless the return is due to our error (e.g., you received an incorrect or defective item). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Once your return request is approved, we will provide you with a return shipping label.

Pack the item securely and include all original packing materials, manuals, and accessories.

Affix the return shipping label to the package and drop it off at the designated shipping carrier.

3. Inspection:

Upon receiving your returned item, we will inspect it and notify you of the approval or rejection of your return.

If your return is approved, we will initiate a refund to your original method of payment within 10 business days. 

Late or Missing Refunds

Please remember it can take some time for your bank or credit card company to process and post the refund. 

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If more than 15 business days have passed since we’ve approved your return, please contact us at community@drandagames.co.uk.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you have any questions about this return and refund policy, please email community@drandagames.co.uk.