Refund policy
RETURN AND REFUND POLICY
Free 30-Day UK Returns
We offer free returns on all eligible UK orders, with no minimum spend.
You may request a return within 30 calendar days of receiving your order. This policy is in addition to, and does not affect, your statutory rights.
HOW TO REQUEST A RETURN
Email customercare@segastore.uk and include:
• Your order number
• The item or items being returned
• The reason for the return
Our customer care team will provide return instructions and, where applicable, a prepaid return label. Please do not send items back without first contacting us.
RETURN CONDITIONS
To qualify for a return under our 30-day returns policy:
• Items must be unworn, unused and in their original condition.
• Footwear should only have been tried on indoors.
• Original packaging, labels and accessories should be included wherever reasonably possible.
• Proof of purchase may be required.
You may inspect an item as you would in a physical shop. However, we may reduce the refund if unnecessary handling has diminished its value.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please contact us promptly if your order arrives damaged, defective or incorrect.
Include your order number and clear photographs where possible. We will assess the issue and arrange an appropriate replacement, repair or refund. We will cover reasonable return costs when an item is faulty, damaged or supplied incorrectly.
Your statutory rights regarding goods that are faulty, not as described or not fit for purpose are not affected.
EXCEPTIONS AND NON-RETURNABLE ITEMS
Unless faulty, we cannot accept returns for:
• Products made or personalised specifically for you.
• Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.
• Items that have been worn, used, altered or damaged after delivery beyond what is reasonably necessary to inspect them.
Contact us before returning an item if you are unsure whether it is eligible.
EXCHANGES
If you require a different size, colour or product, the quickest option is normally to return the original item and place a new order.
Any direct exchange offered by our customer care team will be subject to stock availability.
REFUNDS
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. We normally assess returns within two business days of receipt. In all cases, eligible refunds will be processed without undue delay and within the applicable statutory timeframe.
Your bank or payment provider may require additional time to credit the refund to your account.
Where applicable, we will refund the standard outbound delivery charge. Additional charges paid for an upgraded or special delivery service may not be refundable.
CANCELLATION RIGHTS
For most online purchases, you have the legal right to notify us that you wish to cancel within 14 days after receiving your order. You then have a further 14 days to return the goods.
Our voluntary 30-day returns policy gives you additional time but does not replace or restrict these legal rights.
CONTACT US
For help with a return, exchange or refund, contact:
customercare@segastore.uk
Please include your order number so we can assist you efficiently.
SEGA STORE Team