This policy applies to goods bought from the QuizGames Live shop, which is operated by HFGlobal Ltd (company number 11551377). It sits alongside our Terms of Service and Shipping Policy. Nothing in it reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
1. In short
- Faulty, damaged, misprinted or wrong item? Tell us and we'll reprint it free or refund you in full. Always, no time limit on your legal rights.
- Changed your mind about a made-to-order item? Because it was printed just for you, we can't take it back — the law excludes personalised and made-to-order goods from the cooling-off right.
- Changed your mind about a stock item (anything not made to order)? You have 14 days from delivery to tell us, and 14 more days to send it back unused.
- Digital download? Refundable within 14 days unless you've already downloaded it.
2. Your legal rights
Under the Consumer Rights Act 2015 everything we sell must be of satisfactory quality, fit for purpose and as described. If it isn't:
- Within 30 days of delivery you can reject it for a full refund.
- After 30 days and up to six months, you're entitled to a free repair or replacement (for printed goods that means a reprint), and if that doesn't fix it, a refund.
- After six months you may still be entitled to a remedy if you can show the fault was there at delivery.
Return postage for faulty, damaged or wrong items is always on us, and in most cases we won't ask you to send the item back at all.
3. Faulty, damaged or wrong items
Email us as soon as you notice, with your order number and a photo of the problem (and of the packaging if it arrived damaged). We'll confirm within 2 working days and arrange a free reprint or a full refund, whichever you prefer. You don't need to return the item unless we ask, and if we do we'll pay the postage.
4. Changing your mind: made-to-order items
Most of our merch is printed to order after you buy. The Consumer Contracts Regulations exclude goods that are made to your specification or clearly personalised from the 14-day cancellation right, so we can't accept change-of-mind returns on these items. Product pages say when an item is made to order. If you ordered the wrong size, contact us straight away — if production hasn't started we can usually cancel or change the order.
5. Changing your mind: stock items
For any item that is not made to order, you have the right to cancel for any reason within 14 days of the day you receive it. To do so, email us within those 14 days (you don't need to give a reason), then send the item back within 14 days of telling us. It must be unused and in its original condition and packaging. You're responsible for the cost of returning it, and for any reduction in value from handling beyond what you'd do in a shop. We'll refund the price and the basic delivery cost within 14 days of getting the item back (or of you proving you've sent it).
6. How to start a return
Email [email protected] with your order number and the reason. We'll reply with the next steps and, where a return is needed, the address to use. Please don't send anything back before we've replied.
7. Refunds
Refunds go back to the original payment method through Stripe. We issue them within 14 days of agreeing the refund (or of receiving a returned item). Once issued, your bank or card provider usually takes 5–10 working days to show it. If you paid in a currency other than pounds, the refund is made in that currency; we can't control any difference caused by exchange rates or your bank's fees.
8. Exchanges
For a faulty or wrong item, we'll reprint and resend it free of charge. For a different size on a made-to-order item, the quickest route is a new order. For stock items, exchange works as a return under section 5 plus a new order.
9. Digital products
You can cancel a digital purchase within 14 days for a full refund, unless you have already downloaded it. By downloading within the 14 days you acknowledge that your right to cancel that purchase ends. If a download is faulty or not as described, you're entitled to a repair, replacement or refund under the Consumer Rights Act.
10. Questions and complaints
Email [email protected] or see our contact page. If we can't resolve a problem, you can also contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133) for free advice on your rights.