Refund policy

Returns, Refunds and Cancellations Policy

This policy explains how returns, refunds and cancellations work when you buy from Rising Sun Games.

Nothing in this policy affects your statutory rights, including your rights where goods are faulty, damaged, not as described, or not fit for purpose.

1. Your right to cancel

If you are a consumer in the UK or EU and you buy goods from us online, you usually have the right to cancel your order within 14 days without giving a reason.

The 14-day cancellation period starts on the day after you, or someone nominated by you, receives the goods. If your order is delivered in separate parcels, the 14-day period starts on the day after you receive the last item in the order.

To cancel, you must tell us clearly that you wish to cancel your order within this 14-day period.

2. How to start a return or cancellation

If you have a customer account, please visit:

https://account.risingsungames.net

Log in, go to your Orders, and follow the steps to request a return or cancellation.

Some customers may check out using a phone number only and may not have an email-based account login. If this applies to you, please use the return or cancellation link included in your SMS order confirmation.

If you have difficulty starting a return, please contact us with your order number and we will help you.

3. Returning goods after you notify us

Once you have told us that you wish to cancel and return your order, you must send the goods back to us within 14 days.

Please return items in the same condition you received them, with any cases, covers, inserts, manuals, discs, packaging and accessories included where applicable.

You are responsible for taking reasonable care of the goods while they are in your possession. We may reduce your refund if the value of the goods has been reduced because they have been handled more than necessary to check their nature, characteristics and functioning.

We recommend using a tracked or recorded postal service and keeping proof of postage.

4. Who pays for return postage?

Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the cost of returning the goods to us.

If we sent you the wrong item, or the goods are faulty, damaged or not as described, please contact us before returning the item so we can confirm the best way to resolve the issue.

5. Refunds

Where you validly cancel your order under your right of withdrawal, we will refund the price you paid for the returned goods.

We will also refund the standard outbound delivery charge you paid for the original order, where applicable. If you selected a premium, express or upgraded delivery option, we will only refund the cost of our standard delivery option.

We will issue your refund without undue delay and no later than 14 days after we receive the returned goods, or 14 days after you provide evidence that you have sent the goods back, whichever is earlier.

Refunds will usually be made using the same payment method you used for the original purchase, unless agreed otherwise.

6. Items excluded from the right to cancel

The right to cancel does not apply to certain types of goods and services. This may include:

Digital downloads or digital content once the download or access has started, where you agreed to this and acknowledged that you would lose your right to cancel.
Personalised, custom-made or specially requested items.
Sealed audio, video, software, game or disc products once unsealed after delivery, where applicable.
Items that are returned incomplete, damaged, or materially different from the condition in which they were supplied, except where the issue is due to a fault or our error.

If an item is excluded from the right to cancel, this does not affect your rights if the item is faulty, damaged, incorrect, or not as described.

7. Faulty, damaged or incorrect items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible with your order number and details of the issue.

We may ask for photos or further information so we can resolve the matter quickly.

Depending on the circumstances, we may offer a repair, replacement, refund, or other appropriate remedy in line with your statutory rights.

8. Contact

For help with a return, cancellation or refund, please contact Rising Sun Games with your order number and details of your request.