Refund policy

At Second Escape Games Limited, we want you to be completely satisfied with your purchase.

Cancellations

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right within seven days after the day on which you receive the Products. Please note that we will charge an admin fee of £2.50 for all cancellations.

Any postal charges we incur will be deducted from your refund amount. This is to cover transaction and refund costs charged to us. If you wish to change or cancel an order before despatch please contact us at hello@secondescape.games including the following details: Customer Name, Order Number, Date of Order.

Orders are normally processed immediately so we may have already packaged your order and made arrangements for it to be sent to you. If this is the case then we cannot always stop the order from being sent. Once you receive the order, you will have to return it to us within 7 days of delivery. If you wish to cancel the order within 7 days after delivery, we will refund the cost of the item but not the cost of delivery or admin fee noted above.

If your order is delivered by courier and the product item requires a phone number to be added to your delivery information, and you have not provided a telephone number, and the courier fails to deliver and returns the item to us, it will be subject to a further delivery charge. This applies even if the initial delivery charge was free.

Returns

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

To be eligible for a return, your item must be:

unused and in the same condition you received it;
in its original packaging; and
accompanied by your receipt or proof of purchase.

To request a return, please contact us at hello@secondescape.games.

Returns should be sent to:

Unit 6a, Alexandra Industrial Estate, Wentloog Road, Cardiff, CF3 1EY, United Kingdom

Please do not send items back without contacting us first, as we may be unable to process your return.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, faulty or you have received the wrong product, contact us as soon as possible so we can resolve the issue quickly.

Exchanges

If you would like to exchange an item, the quickest option is to return the original item. Once your return has been accepted, you can place a new order for the replacement product.

Refunds

Once we have received and inspected your returned item, we will let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for the refund to be processed. Your bank or card provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at hello@secondescape.games.