Goods damaged or faulty
The Customer must inspect the goods immediately upon delivery and in all cases must inform The Chess Shop in writing (including email) within 3 days of delivery of any damage, shortages or non-delivery of the goods.
Goods received damaged or faulty may be returned for replacement or refund. We will refund the cost of return postage using standard first or second class post. Please contact us in advance for advice on best procedure, as in certain circumstances we are able to send our courier to collect items.
Returns address:
The Chess Shop
38 Great Portland Street
LONDON
W1W 8QY
Goods not damaged or faulty.
You have 14 days following receipt of your order during which you may return goods. Known as a "Cooling off period". Any such returned goods must be in perfect condition (including any packaging, instruction manuals etc.) and unused. We reserve the right to levy a 15% re-stocking fee (minimum £7.50) for returns which do not reach us in perfect condition.
The cost of both the outgoing and return postage must be met by the customer. Refunds will be made within 14 days of us receiving the returned goods safely.
This policy does not apply to sealed items, specifically software, playing cards, and DVDs
Exceptions: Software, DVD Videos, Digital Downloads
By law sealed software products and video DVDs may not be returned once they have been opened by the customer. This is to help prevent software/video piracy. It is your responsibility to make sure that your operating equipment is compatible with the relevant software or video DVD before purchasing and that software purchased is functionally adequate for your needs. Please call us or email us if you have any queries in this regard.
You cease to have the right to cancel an order for digital goods once you have downloaded the material.
Unfortunately, we cannot accept returns on sale items, digital goods or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at info@chess.co.uk
