Whether you’ve ordered a DualSense charging station from our PlayStation accessories, a Switch 2 carry case or a new gaming headset, this page explains how your order reaches you and how returns and refunds work at RozGamer.co.uk. It’s written in plain English and based on your rights under UK consumer law. The legal detail is in our Terms & Conditions.
The short version
- Delivery across the UK Delivery options, costs and estimated times are shown at checkout before you pay.
- 14 days to change your mind Tell us within 14 days of delivery, then send the item back within 14 days of telling us.
- 30 days to reject faulty items A faulty item can be rejected for a full refund within 30 days of delivery.
- Refunds within 14 days We pay refunds back to your original payment method once your return, or your proof of postage, reaches us.
Quick guide: what happens and when
Find your situation below for the timeframe and what we’ll do. Each one is explained in more detail further down the page.
| Situation | Timeframe | What happens |
|---|---|---|
| You’ve changed your mind | Tell us within 14 days of delivery, then send it back within 14 days of telling us | Refund within 14 days of us receiving the item or your proof of postage |
| Your item is faulty | Within 30 days of delivery | Full refund, or a repair or replacement if you’d prefer |
| A fault appears later | After 30 days (for the first 6 months, the fault is presumed to have been there at delivery) | Repair or replacement; if that doesn’t work, a price reduction or refund |
| We sent the wrong item | As soon as you notice | We cover the return and send the right item, or refund you |
| Your parcel arrived damaged | As soon as possible, with photos | Replacement or full refund, at no cost to you |
| Your parcel hasn’t arrived | Once the estimated delivery date has passed | We investigate with the courier, then replace or refund if it’s lost |
| You’ve unsealed a game or software | Can’t be returned for a change of mind | Still fully covered if it’s faulty |
Where we deliver
We deliver to addresses across the United Kingdom. The delivery options available to you are based on your address and shown at checkout before you pay.
- Highlands, islands and Northern Ireland Deliveries to some areas, including parts of the Scottish Highlands and islands, Northern Ireland and the Isles of Scilly, can take longer, and fewer options or different charges may apply. Anything that differs is shown at checkout.
- Channel Islands and Isle of Man These are Crown Dependencies rather than part of the UK, so please check at checkout or contact us before you order. Delivery options may be limited, and orders to the Channel Islands may be subject to local import charges.
- Outside the UK At the moment we only deliver to addresses in the United Kingdom.
How delivery works
Where your chosen delivery service is tracked, we’ll email your tracking link as soon as your parcel leaves us, so you can see where it is. At checkout you’ll see the delivery options available for your address and basket, with the cost and estimated delivery time of each. You choose the one that suits you before you pay, and nothing is added afterwards.
- Working days. Estimated delivery times are usually counted in working days, so weekends and UK bank holidays can add to the wait.
- Bigger items. Larger products, such as racing wheels and flight-sim setups, may have different delivery options from smaller accessories.
- More than one parcel. If your order contains several items, they may arrive separately, and you’ll get a dispatch email for each parcel.
- Signatures. Higher-value parcels may need a signature on delivery.
Estimated delivery times are a guide rather than a guarantee. Your legal rights if an order is late are set out in the delivery section of our Terms & Conditions.
Dispatch and tracking
You’ll hear from us at each stage, so you always know where your order is.
- Order acknowledgedStraight after you order, we email to confirm we’ve received it. This isn’t yet our acceptance of your order.
- DispatchedWhen your parcel leaves us, we email a dispatch confirmation, including a tracking link where your delivery service is tracked. This is when your contract with us is made.
- On its way to youWhere your parcel is tracked, follow it with the link in your dispatch email. Couriers often send updates on the day, including a delivery window.
- Weekends and bank holidays. Orders placed at the weekend or on a UK bank holiday are usually processed on the next working day.
- No email? Check your spam or junk folder, then contact us with the name and email address you ordered with.
- Need to change your address? Contact us as soon as possible and we’ll do our best to update it before your order is dispatched. Once it’s on its way, the courier’s tracking page may let you choose a different delivery option.
Missed deliveries
If nobody’s in, the courier will normally leave a card or send a message explaining what happens next. Depending on the courier, you may be able to rebook delivery, have your parcel left with a neighbour or in a safe place, or collect it from a local depot or pickup point.
If you ask the courier to leave your parcel with a neighbour, it’s treated as delivered once they take it in. If you choose a safe place, please pick somewhere secure, and tell us straight away if your parcel isn’t there so we can investigate with the courier. If a parcel can’t be delivered and comes back to us, we’ll contact you to arrange redelivery or a refund.
Damaged or missing parcels
Everything we send is our responsibility until it’s delivered to you. If a parcel arrives damaged or goes missing, tell us and we’ll put it right.
If your parcel arrives damaged
- If the outer box is badly damaged, take photos before you open it.
- Open it carefully and photograph any damage to the product, its packaging and the delivery label.
- Email us at support@rozgamercouk.com as soon as you can, with your order number and the photos.
- Keep all the packaging until we’ve sorted things out, as the courier may need to see it.
We’ll send a replacement or give you a full refund, and you won’t pay anything to return a damaged item.
If your parcel hasn’t arrived
- If your parcel is tracked, check the link for the latest status, and for a delivery photo or a note about where it was left.
- Ask neighbours and other people at your address, and check any safe place you’ve nominated.
- If tracking shows it as delivered but you can’t find it, or it still hasn’t arrived a few working days after the estimated date, email us with your order number.
We’ll investigate with the courier and, if your parcel is lost, send a replacement or refund you in full.
If something’s missing from your parcel
Larger orders sometimes arrive in more than one parcel, so check your dispatch emails first. If an item still seems to be missing, email us with your order number and a photo of what arrived, including any packing slip.
Changed your mind? 14-day returns
Under the Consumer Contracts Regulations 2013, you can cancel most online orders without giving a reason. You have 14 days, starting the day after your order is delivered, to tell us. If your order came in separate parcels, the 14 days start the day after the last one arrives. You can also cancel at any time before your order is dispatched.
Once you’ve told us, you have a further 14 days to send the item back. The returns process below walks you through it.
What condition should returns be in?
You can check an item in the same way you would in a shop. If it has been handled more than that, we may reduce your refund to reflect its loss in value, and we’ll explain how we worked it out.
Fine to do
- Open the box and take a look at the item
- Pair a controller or headset to check it connects
- Try a headset on briefly for fit and comfort
- Plug in a keyboard or mouse to check it works
May reduce your refund
- Using the item for gaming sessions beyond a quick check
- Applying a screen protector, skin or stickers, which can’t be reused
- Scratches, scuffs or other damage
- Missing parts, such as cables, wireless USB dongles, stick caps or manuals
Before returning a console, headset or other device that stores account details, please sign out of your accounts and, where the device allows it, reset it to factory settings.
Who pays for return postage?
Unless the item is faulty or we sent you the wrong item, you’ll need to cover the cost of return postage. We recommend a tracked service and keeping your proof of postage: it can speed up your refund and protects you if the parcel goes astray.
Items you can’t return for a change of mind
The law makes a few exceptions to the 14-day right to cancel. They apply to these items:
Sealed games and software
Video games, software and audio or video recordings that arrive sealed can’t be returned for a change of mind once you’ve unsealed them, for example by removing the shrink wrap. Keep the seal on until you’re sure. Every title in our video games range shows its platform and PEGI rating to help you choose.
Personalised items
Where we offer them, products made to your specification or clearly personalised for you, such as a custom-designed controller, can’t be returned for a change of mind.
Hygiene-sealed in-ear earbuds
In-ear earbuds that arrive with a hygiene seal can’t be returned for a change of mind once the seal is broken, as they aren’t suitable for return for health and hygiene reasons. This only applies to sealed in-ear products: over-ear and on-ear gaming headsets can be returned as normal.
Redeemed digital codes
Where we sell download or subscription codes, they can’t be cancelled once you’ve started the download or redeemed the code, provided you agreed to this and acknowledged you’d lose your right to cancel.
These exceptions only affect change-of-mind returns. If any of these items is faulty or not as described, you’re still fully protected by the Consumer Rights Act 2015.
Faulty or wrong items
Everything we sell must be as described, of satisfactory quality and fit for purpose under the Consumer Rights Act 2015. If something isn’t right:
- Within 30 days of delivery, you can reject it for a full refund, which we’ll pay within 14 days of agreeing you’re entitled to it. You can ask for a repair or replacement instead if you prefer.
- After 30 days, you’re entitled to a repair or replacement. If that isn’t possible or doesn’t fix the problem, you can have a price reduction or a refund.
- In the first 6 months, a fault is presumed to have been there when the item was delivered, unless we can show otherwise.
We cover the reasonable cost of sending a faulty item back, and we’ll tell you the easiest way to do it. The faulty goods section of our Terms & Conditions has the full legal detail.
Faulty, or just not compatible?
It’s worth checking which of these applies before you get in touch, as it decides how your return is handled.
Counts as faulty
- It doesn’t work, or stops working, through no fault of yours
- It doesn’t work with a console or device its listing says it supports
- It isn’t what the product listing describes
Not a fault
- It doesn’t work with a console it isn’t listed for. A DualShock 4, for example, works on PS5 only with PS4 games
- A case or screen protector made for Switch 2 won’t fit the original Switch or Switch OLED, because Switch 2 is larger
- Wear and tear, accidental damage or misuse
You can still send an incompatible item back within 14 days of delivery as a change-of-mind return.
Quick checks before you report a fault
A few simple checks often solve connection and charging problems with controllers and headsets:
- Fully charge wireless controllers and headsets, and try a different cable or USB port.
- Update your console’s system software and, where available, the accessory’s firmware.
- Re-pair wireless devices, or connect wired ones directly rather than through a hub.
- Check the manufacturer’s help pages, such as PlayStation Support, Xbox Support or Nintendo UK.
If it still isn’t right, email us with your order number, a short description of the problem and, if you can, a photo or short video.
Safety first. If a charger, battery pack or power bank gets unusually hot, swells, smells of burning or is damaged, stop using it straight away, unplug it and contact us. Don’t try to repair it yourself. Electrical Safety First has advice on what to do.
If we sent the wrong item
If you’ve received the wrong item, or the wrong version for your console, let us know as soon as you can. We’ll cover the cost of returning it and send you the right one, or a full refund if you’d prefer.
Manufacturer warranties
Many accessories also come with a manufacturer’s warranty. You’re free to use it, but it’s in addition to your legal rights against us rather than instead of them. If something goes wrong with an item you bought from us, you can always come to us first.
How to return an item, step by step
Contact us
Email support@rozgamercouk.com or use our contact form. Include your order number, the item and whether you’re returning it for a change of mind, a fault or because it’s the wrong item. For faulty or damaged items, add photos or a short video. For a change of mind, you need to tell us within 14 days of delivery.
Get your returns instructions
We’ll reply with the returns address and any reference to include with your parcel. For faulty or wrong items, we’ll also explain how we’ll cover the return postage.
Pack it securely
Put the item in its original retail box with all its accessories, cables, dongles and manuals, then pack that inside a sturdy outer box. Please don’t stick labels or tape directly onto the retail packaging. Add a note with your order number.
Send it back
Use a tracked service and keep your proof of postage. For change-of-mind returns, the item needs to be on its way to us within 14 days of telling us you’re cancelling.
Get your refund or replacement
We’ll check the item and email you once your refund or replacement is on its way. Refunds are made within 14 days of us receiving your return or your proof of postage, whichever comes first.
Refunds
| If you… | We’ll refund you… |
|---|---|
| Cancel before dispatch | Within 14 days of you telling us |
| Return an item after changing your mind | Within 14 days of us receiving it, or of you sending proof of postage, whichever is sooner |
| Reject a faulty item within 30 days | Within 14 days of us agreeing you’re entitled to a refund |
- What’s refunded. The price you paid for the item. If you return your whole order, we’ll also refund the delivery charge you paid, up to the cost of our cheapest standard delivery option. Return postage for change-of-mind returns isn’t refunded.
- How you’re paid. Refunds go back to the payment method you used, and we don’t charge a fee for them.
- Deductions. We only reduce a change-of-mind refund if an item has been handled more than needed to check it. There’s no deduction when you reject a faulty item within 30 days.
- When it arrives. Once we’ve processed your refund, it can take a few working days to reach your account, depending on your bank or card provider.
Model cancellation form
You don’t have to use this form. Any clear statement that you want to cancel, such as a short email to support@rozgamercouk.com, is enough. If you’d like to use it, copy the text below into an email or use the button to start one. Adding your order number helps us find your order quickly.
Model cancellation form
To: RozGamer (RozGamer.co.uk), email: support@rozgamercouk.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.
Recycling your old electricals (WEEE)
Old gaming kit shouldn’t go in your household bin. Controllers, headsets, chargers and other electricals contain materials that can harm the environment, along with metals and plastics that can be recovered and used again. That’s what the crossed-out wheelie bin symbol on a product or its packaging means: it needs to be collected separately from ordinary rubbish.
Retailers that sell electrical and electronic equipment in the UK have to help their customers recycle old equipment when they buy a replacement, and that applies to online shops as well as high-street ones. If you’ve bought something from us and want to get rid of the item it replaces, email support@rozgamercouk.com with your order number and what you’d like to recycle, and we’ll tell you how to arrange it.
You can recycle electricals and batteries locally too. Recycle Now shows what can be recycled and where your nearest collection points are, and many supermarkets and shops have battery collection bins near the entrance. Please don’t post batteries or anything containing a rechargeable battery back to us unless we’ve asked you to, as they need special handling.
Delivery and returns FAQs
Can I cancel my order before it’s dispatched?
Yes. Email us as soon as possible with your order number. If your order hasn’t left us yet, we’ll cancel it and refund you in full within 14 days. If it’s already on its way, you can still cancel straight away or at any time up to 14 days after it arrives. Just send it back once it reaches you.
I’ve opened the box and tried my new controller. Can I still return it?
Yes. Opening the box and pairing a controller to check it works is the kind of handling you’d do in a shop, so it doesn’t stop you returning it within 14 days of delivery. Whether it’s a pad from our PlayStation accessories or our Xbox accessories, please send it back with everything that came in the box. If it has been used for longer gaming sessions or shows wear, we may reduce your refund to reflect that.
Do I need to send items back in their original packaging?
Please do if you can, as it protects the item on the way back to us. You don’t lose your right to cancel just because the box has been opened. We’d only reduce a refund for missing or damaged packaging if that genuinely reduces what the item is worth.
The accessory doesn’t work with my console. Is that a fault?
If the product listing says it works with your console model and it doesn’t, it isn’t as described, so you’re covered by the Consumer Rights Act 2015 and we’ll put it right. If your console wasn’t listed as compatible, it isn’t a fault, but you can still return it within 14 days of delivery as a change-of-mind return. Our quick compatibility checks can help you choose next time.
Can I exchange an item for a different one?
The quickest way is to return the original item for a refund and place a new order for the one you want, so you aren’t waiting for your return to reach us first. If you’re not sure which version fits your console, ask us before you order.
Do you deliver outside the UK?
At the moment we only deliver to addresses in the United Kingdom. If you live in the Channel Islands or the Isle of Man, please check the options at checkout or contact us before you order.
Want to know more about your rights? Citizens Advice has free, impartial guidance on shopping online, returns and faulty goods, and GOV.UK summarises your consumer protection rights. If you’d rather talk it through with us, get in touch.