Refund policy

Thank you for shopping at our store. We appreciate your business and want you to be happy with your purchase. If you are not completely satisfied with your order, you can return it within 14 days of delivery, subject to the following terms and conditions.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. Products such as - tubs, sachets, cans, bottles, and ready-to-drink products must still have original factory/manufacturer seal intact. Shaker cups/starter kits must be unused, clean and have no signs of damage. You’ll also need the receipt or proof of purchase. 

We will not accept returns if - 

  1. The item has been opened or the seal is cracked/broken
  2. The item has been visibly used
  3. The item is marked or dirty in any way.
  4. The packaging has been lost, thrown away, or damaged.
  5. The item has been damaged in return transit due to insufficient packaging.
  6. The item is over the 14 day returns period
  7. One or more sachets packs have been opened
  8. Products don't have the original factory/manufacturer seal intact


To start a return or have any questions, you can contact us at contact@esgaming.co.uk. Please provide your order number, concern, and how you would like the issue resolved.

Returns and cancellation requests will incur a 25% cancellation fee, and buyer are responsible for return postage (unless we are at fault)

If your return is accepted, we’ll send you instructions on how and where to send your package. Pack your item securely in the original boxes or packages. Once we receive the item, we will process your return or exchange within 10 days. Items sent back to us without first requesting a return will not be accepted.

 

Delivery Issues

Items returned as non-deliverable due to the buyer's negligence or error will be subject to a reshipment fee of £4.99.  If the buyer refuses or ignores the request, the items in the shipment will be refunded with the 25% restocking fee. Examples of this include providing the incorrect address on the order, or neglecting to respond to a delivery notice from the carrier, etc.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items returned due to damage or issues will be tested and checked. If we do not find a fault with the item/s, you will be required to pay return postage.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@esgaming.co.uk.