Legal
Returns & Cancellations
Last updated 9 August 2026
Short version: you can change your mind, and we would rather refund you than have you stuck with something you don't want.
This page covers everything we sell — games, spare parts, merchandise and digital content.
Your 14-day cancellation right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel an online order within 14 days of the day after you receive it, without giving a reason.
How to cancel
Tell us clearly that you want to cancel — email support@suss.game, including your order number. You can use the wording below, but you don't have to:
“I hereby give notice that I cancel my contract of sale of the following goods: [order number], ordered on [date], received on [date]. [Your name and address.]”
Sending it back
- Return the item within 14 days of telling us you're cancelling.
- You pay the cost of return postage when you're cancelling because you changed your mind. We will confirm the return address when you contact us.
- Please pack it well. You are entitled to inspect an item as you would in a shop, but if its value is reduced because it has been handled more than that, we may deduct that reduction from your refund.
Your refund
- We refund the price you paid, plus standard outbound delivery if you paid any.
- If you chose a more expensive delivery option than our standard one, we refund the standard cost, not the upgrade.
- We refund within 14 days of receiving the goods back, or of you giving us proof you've sent them — whichever is sooner.
- Refunds go back to the payment method you used.
Cancelling a pre-order before we ship
You can cancel a pre-order at any time before we dispatch it, for any reason or none, and we will refund you in full. Email support@suss.game with the email address you ordered with.
We aim to refund within 3 working days. It can take a few more days to appear on your statement, depending on your bank.
This is our own promise, offered because a pre-order asks you to pay well before you receive anything. It is on top of the 14-day right above, not a replacement for it.
If something arrives faulty or damaged
This is different from changing your mind, and you are better protected. Under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods for a full refund. After 30 days you're entitled to a repair or replacement, and to a refund if that isn't possible.
We pay return postage on anything faulty, damaged or not as described.
Email support@suss.game with your order number and a photo if it's damaged in transit — a photo usually means we can just send a replacement without waiting for the original back.
Missing or damaged pieces
If a component is missing from a game or arrives damaged, tell us and we will send the part. You do not need to return a whole game for one damaged card or cup.
Digital content and codes
Your 14-day cancellation right ends once digital content has been supplied, if you asked us to supply it immediately and acknowledged at the time that you would lose the right. That is standard for downloadable content and codes, and we say so at checkout.
If a code doesn't work, that's a fault, not a change of mind — contact us and we'll fix it or refund you.
Personalised and made-to-order items
The 14-day cancellation right does not apply to items made to your specification or clearly personalised. It still applies in full to anything we sell off the shelf. If something is faulty, your rights are unaffected either way.
Questions
Email support@suss.game. If we can't resolve something between us, you can get free impartial advice from Citizens Advice.