Refunds & Returns

Returns & Refunds

At the Great Game we try our best to live up to the highest standards of customer satisfaction. If we have made an error or the quality of our products falls short of your expectations, rest assured we will hold our hands up in the air, accept fault and look after you with vouchers, freebie gifts and refunds.

How do I return a product or get a refund?

What happens if my order gets lost in the post?

Puzmat money back guarantee



Refund Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:
Gift vouchers
Downloadable products

To complete your return, we require a receipt or proof of purchase.

Please let us know via email before returning your item: 

Return Address: The Great Game, 7 Melville Street, Pembroke Dock, SA72 6XS, UK.

There are certain situations where only partial refunds are granted (if applicable)
book or hunt with obvious signs of use.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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 you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 7 Melville Street, Pembroke Dock, SA72 6XS, United Kingdom.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.