At DeluxeGamesRoom.co.uk, our aim is to ensure our customers are fully satisfied with their purchases. In the unlikely event that you are not pleased with your order, please read through our refund and return policy below.
The following terms are applicable for any products that You purchased with Us.
Interpretations
The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.
Definitions
For the purposes of this Return and Refund Policy:
Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to DGRAS LTD, 48 West George Street, Glasgow, G2 1BP.
Goods refer to the items offered for sale on the Service.
Orders mean a request by You to purchase Goods from Us.
Service refers to the Website.
Website refers to DeluxeGamesRoom.co.uk, accessible from deluxegamesroom.co.uk.
You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
Your Order Cancellation Rights
You are entitled to cancel Your Order within 14 days without giving any reason for doing so.
The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.
In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by email: info@deluxegamesroom.co.uk or by phone: 03301335448
We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement. When a refund has been initiated, it takes on average 3-5 business days, though in some cases it may take up to 2 weeks.
For other refund methods such as Klarna, Paypal, or Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. Once the account has been credited, You will be contacted by the third-party payment provider to arrange a refund back to your bank account which can take up to 10 business days depending on how You paid.
Conditions for Returns
In order for the Goods to be eligible for a return, please make sure that:
The Goods were purchased in the last 14 days.
The Goods are in the original packaging.
The Goods were not used or damaged.
The following Goods cannot be returned: The supply of Goods made to Your specifications or clearly personalised.
The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly, or where the date of expiry is over.
The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
Returning Goods
You are responsible for the cost and risk of returning the Goods to Us.
To return the Goods to Us, please contact our customer service team at info@deluxegamesroom.co.uk - They will guide you through the process and provide you with the appropriate return address.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.
Exchanges
If you wish to exchange the product for another one, the same return conditions apply. Contact us.
Once the original product is received and inspected, the replacement product will be shipped. If there's a price difference, necessary adjustments will be made.
Please note that We only replace Goods you received defective or damaged.
Gifts
If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.
If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.
Report Damage or Defect
We know how frustrating a damaged or defective item can be. If your item is damaged or defective, we will be sure to get a resolution for you and ask that you report any issues within 30 days of the delivery date. To ensure we make your order right, we may require a photo(s) of the damage and/or for the original item to be returned when providing a resolution.
At times, our manufacturers are best suited to support your inquiries, so we may connect you directly with them to ensure you get the best resolution in a timely manner. When this happens, although you will be working directly with the manufacturer, we will monitor your resolution progress and step in if at any point they are unable to provide a satisfactory answer or do not respond within two business days.
If it has been more than 30 days since the date of delivery but the item has an eligible manufacturer's warranty or protection plan, please contact us for a resolution.
Made to order pool tables
Due to the bespoke nature of our custom-made pool tables, including the Cry Wolf and SAM Pool Tables, our 14-day money-back guarantee does not apply. Each table is uniquely crafted to your specifications and order, making them uniquely yours. Cancellations may incur non-refundable processing fees. If you choose to cancel before shipment, any deposit or processing fees paid will be retained to cover production costs. Once a table has been delivered and installed as ordered, it cannot be refunded or exchanged due to change of mind, size preference, or customer dissatisfaction with the chosen specification.
It is the customer’s responsibility to confirm that the chosen pool table will fit through all access points at the delivery location. This includes doorways, stairways, corridors and any tight turns. Even if a video is provided, it can still be difficult to assess access accurately, so the final responsibility remains with the customer. If the table cannot be delivered because it does not fit, the customer will be responsible for the cost of delivery and for any additional re-delivery charges if the table needs to be resent in flat-pack form.
Requests to alter the table after production or delivery (for example, exchanging for a different size or specification) can be considered, but will incur full costs of collection, dismantling, reinstallation, and any price difference, payable in advance.
We appreciate your understanding and are always happy to assist you in making the right choice for your gaming needs.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us:
By email: info@deluxegamesroom.co.uk
By visiting our Contact Us page
