Returns policy — physical goods

This policy applies to hardware, accessories, peripherals, apparel, and other physical merchandise sold through the Pro Gaming Circuit Shop at pro-gamingcircuit.com. It is written for customers in the United Kingdom and reflects the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 where they apply to business-to- consumer distance sales. Our registered trading correspondence address is Pro Gaming Circuit, Brent Cross Shopping Centre, Prince Charles Drive, London NW4 3FP, United Kingdom. For anything not covered here, email support@pro-gamingcircuit.com with your order number in the subject line so we can match your case quickly.

Who this policy covers

If you bought as a private consumer for personal use, you benefit from the statutory cooling-off period for distance contracts and from statutory rights regarding satisfactory quality, fitness for purpose, and description. Business purchasers (for example clubs buying bulk peripherals) may have different contractual terms shown at checkout; where no separate B2B agreement exists, we still honour our published warranty for manufacturing defects on eligible goods.

Cooling-off period

If you are a UK consumer, you may cancel your order within 14 days of the day you (or a person you nominate) receive the goods, provided the items are unused, complete, and in original packaging with all seals and accessories intact. To start a return, contact support@pro-gamingcircuit.com with your order reference. We will confirm the return address and any reference you should write on the outer box. Unless we told you otherwise before purchase, you are responsible for the direct cost of returning goods unless the item is faulty or mis-described, in which case we will reimburse reasonable postage on production of a receipt.

Faulty or incorrect items

If an item arrives damaged, defective, or not as described on our product page, please email us within 30 days of delivery with clear photographs of the packaging, the fault, and the serial number where applicable. We will arrange a prepaid return label where appropriate, or a replacement or full refund including reasonable return postage. If a repair is commercially viable and you prefer it, we may offer repair first for certain categories of goods, in line with your statutory remedies.

Refunds and processing time

Approved refunds are issued to the original payment method. Once we receive the returned goods at our inspection point, or you supply proof of postage where we have agreed you may dispose of bulky goods, we aim to process refunds within 14 working days. Card issuers may add their own clearing period before the amount appears on your statement. Partial refunds may apply if bundled promotional discounts are recalculated when only part of a bundle is returned.

Exchanges

Where stock allows, we may offer an exchange for a different size or colour of the same product line. Exchanges are treated as a return plus a new order for stock control; you will receive instructions and any price difference or restocking conditions before you ship goods back.

Non-returnable categories

Digital download codes, opened software where licensing terms prohibit resale, personalised or made-to-order merchandise, hygiene-sealed in-ear products once the seal is broken, and mystery boxes where randomised contents were accepted at checkout may not be eligible for return except where they are faulty or not as described under UK consumer law. Tournament tickets or other time-limited digital passes sold as add-ons follow the specific terms shown at purchase.

How we inspect returns

Returned items are checked against the condition declared on your return form. Items showing wear beyond handling necessary to inspect the goods, missing components, or damage from improper packing may be subject to a reasonable deduction from your refund. We document inspection outcomes and will email you if we propose a deduction so you can respond before the refund is finalised.

Contact and complaints

If you are unhappy with how a return was handled, reply to the thread with your case ID or escalate in writing to the same postal address. You may also use an alternative dispute resolution body or, for eligible consumers, the EU/UK ODR platform where applicable. Nothing in this policy reduces your statutory rights.