Last updated: 26 August 2026
1. Scope
These terms apply to all GorillaGames products purchased on GorillaGames.co.uk. Please read these terms carefully before submitting your order. When purchasing products, you accept and approve the applicable conditions. The latest version published on our website applies to all purchases.
To shop with GorillaGames.co.uk, you must have a delivery address in the United Kingdom. All prices are shown in pounds sterling (GBP) and include VAT. Shipping is free on all orders.
To shop with us, you must be over 18 years old or have consent from a parent or guardian. When using Klarna, Klarna's own age limits and credit assessment apply.
2. Who we are and how to contact us
Seller: GorillaGames AS
VAT number: 508625879
Contact address: c/o Fulfillable, Dettingen Way, Bury Saint Edmunds, IP33 3YB, United Kingdom
Customer service: hey@gorillagames.co.uk
Should we need to contact you, we will use the email address you have provided.
3. Agreement
The agreement between the customer and the seller consists of the information the seller provides about the purchase in the online store (the nature, quantity, quality, price and delivery conditions of the goods) and any direct correspondence between the parties.
A legally binding contract is formed only when we accept your order via an order confirmation by email. Should we be unable to accept your order, for example if an item is out of stock, due to limitations in our resources, or because we have identified an error in the price, we will inform you in writing. In that case, no contract is formed, and we will refund any payment made.
We only deliver to addresses in the United Kingdom.
4. Payment
We never store payment information, and only work with leading, secure payment providers to handle payment transactions. The entire online store is SSL-encrypted for extra security. We who run GorillaGames.co.uk have no way of seeing your card number or other sensitive information.
All prices include VAT but exclude shipping. You will be informed of the total amount before you order.
- Card payment
You can pay with Visa, Mastercard, Maestro and American Express. You must pay for the goods before we ship them to you.
- Klarna
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer invoice, instalments (Klarna Account), pay now and bank transfer. Payment always goes directly to Klarna. You can find Klarna's terms of use on Klarna's website. The use of personal data is governed by Klarna's privacy policy.
- PayPal
You can pay using your PayPal account, or by card via PayPal if you do not have an account.
- Retention of title
The delivered goods remain the property of GorillaGames AS until full payment has been received.
5. Shipping and delivery
Shipping: Free on all orders
Carrier: Royal Mail
Delivery time: 1 to 3 working days
GorillaGames.co.uk delivers throughout the United Kingdom. Your order is delivered by Royal Mail to your address or nearest collection point, and you will receive a tracking number as soon as your order has been dispatched from our warehouse.
Orders are usually dispatched from our warehouse in Suffolk within 24 hours on weekdays. In periods of high traffic, delivery may take a little longer. When your order has been packed and dispatched, you will receive an update by email.
As a customer, you are obliged to monitor the status of your shipment. GorillaGames.co.uk is not responsible for issuing a notification about the arrival of your package.
If delivery is delayed by an event beyond our control, we will contact you as soon as possible. If there is a risk of significant delay, you may contact us to end the contract and obtain a refund for goods you have paid for but not received.
- Uncollected packages
If you do not collect your order, refuse to receive it, or if the package cannot be delivered due to incorrect or missing labelling, the goods will be returned to us. A fee of £20 will be deducted from the amount paid to cover our actual costs of return (shipping both ways and handling). Any remaining amount will be credited back to you. To avoid incorrect delivery, your name, address and postcode must be correct, and your mailbox marked with the same name as the order.
6. Pre-order (presale)
From time to time we offer pre-orders on selected games. This means you reserve and pay for the item before it is in stock with us. The estimated delivery time will be clearly stated on the product page and in your order confirmation.
We recommend checking your order confirmation carefully to see whether your purchase contains pre-order items. The estimated delivery date may change due to delays or other events beyond our control. In the event of a significant delay, you will be notified by email.
If your order contains both in-stock items and pre-order items, we normally ship the entire order together once the pre-order item is ready.
You can cancel a pre-order at any time before the item has been dispatched and receive a full refund. Once the item has been dispatched, the ordinary rules for the right to cancel and the returns policy apply.
7. Product information
GorillaGames.co.uk does its best to provide correct product information. We reserve the right regarding:
- Incorrect product descriptions
- Errors in stock levels
- Other factors that may affect product availability or information
8. Right to cancel and 100-day returns
Since we at GorillaGames believe so strongly in our products, we offer a full 100-day returns policy from the day you received your package. The first 14 days are the statutory right to cancel under the Consumer Contracts Regulations 2013. The remaining days are a voluntary extension on our part, with their own conditions as set out below.
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Sealing
Our games are delivered sealed in plastic film. The seal shows that the game is unused and can be sold as new. Once the seal (plastic film) is broken, we can no longer sell the game as new to another customer, and a reduction in value arises.
- Opening and inspecting the game
Within the statutory 14-day cancellation period, you may open the packaging and inspect the game to see what it is, in the same way you could in a physical shop, without losing the right to cancel. By inspecting we mean looking at the contents and components, not playing the game. If you choose to break the seal, we can no longer sell the game as new, and we will make an individual assessment of the reduction in value, which is deducted from your refund (Consumer Contracts Regulations 2013, regulation 34).
- Extended returns (day 15 to 100)
The extended returns right beyond the statutory 14 days requires that the game is returned with the seal intact (unopened plastic film). If the seal is broken after the 14-day cancellation period has expired, the extended returns policy does not apply.
- How to return
If you wish to return a game, contact our customer service at hey@gorillagames.co.uk and provide your order number and the email address linked to your order, and we will send you instructions on how to proceed. If you would like a different game instead, simply place a new order in the shop.
For a return, the cost is £5.95 for the customer, which is deducted from your refund. Refunds are made no later than 14 days after we have received the item. We may withhold the refund until we have received the item back, or until you have provided documentation that the item has been sent back.
- Conditions for returns
The item must be returned in the same condition as you received it. Complete and unused, with all parts, pieces and cards, in the original packaging, without wear, odours or marks. For a full refund, the seal (plastic film) must be intact. The packing slip must accompany the return.
- Reduction in value for broken seal, use or damage
If the seal is broken, the game shows signs of use, is damaged, is missing parts, or for other reasons can no longer be sold as new, we will make an individual assessment of the reduction in value and deduct a corresponding amount from your refund. In the case of a significant reduction in value, the deduction may amount to the full purchase price if the item can no longer be resold.
- Gifts
If you wish to exchange or return a gift, contact our customer service at hey@gorillagames.co.uk, and we will help you find the right solution (gift card or exchange).
The rules above apply to returns and the right to cancel. Complaints about faulty or defective goods are handled under the Consumer Rights Act 2015 (see section 9).
9. Faulty or defective products
We do our best to deliver your goods free of faults. If you have nevertheless received a product that does not match the description or does not meet the expected standard, contact us at hey@gorillagames.co.uk within a reasonable time, and we will help you. For faster handling, please attach photos and a description of the fault.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are faulty, you have a 30-day right to reject the goods for a full refund. After 30 days, you are entitled to a repair or replacement, and if that is not possible or is unsuccessful, a price reduction or refund, depending on the circumstances.
This covers manufacturing faults or defects present when you received the item, for example missing or defective parts and pieces, printing errors, or components damaged on delivery.
It does not cover:
- Normal wear and tear through ordinary use
- Damage caused by misuse or inadequate storage
- Damage caused by accident after receipt of the item
- Alterations or modifications made by the customer
10. Privacy
GorillaGames AS processes personal data in accordance with the UK GDPR and the Data Protection Act 2018. You can find our full privacy policy at gorillagames.co.uk/pages/privacy-policy.
11. Reviews and user-generated content
When you submit a review on GorillaGames.co.uk (powered by Judge.me), you can also upload an image or a video together with your written feedback.
By submitting a review, image or video, you grant GorillaGames AS a non-exclusive, royalty-free and worldwide licence to use, reproduce and display your review and/or any images or videos you provide, including for marketing purposes on our website, in emails, on social media and in advertising, with or without the accompanying review text. We may use these elements separately or together, and may combine them with other text or content.
You confirm that the content is your own, does not infringe any third-party rights, and that any person shown has consented to the use. You can request removal at any time by contacting hey@gorillagames.co.uk.
12. Dispute resolution
Complaints should be directed to the seller within a reasonable time. The parties shall try to resolve any disputes amicably. If this is not successful, you can seek guidance from Citizens Advice (citizensadvice.org.uk) or refer the dispute to an approved alternative dispute resolution (ADR) provider.
13. Governing law
These terms and any agreement between GorillaGames AS and the customer are governed by the laws of England and Wales. This does not affect the statutory rights you have as a consumer.
14. Copyright
Content on www.GorillaGames.co.uk is the property of GorillaGames AS and is protected by copyright, marketing and trademark law. Trademarks, company names, product names, product information, images, design and layout may not be downloaded, copied or used without permission under the law or consent from GorillaGames AS.
15. Severability
If individual provisions of these terms are or become invalid or unenforceable, in whole or in part, this does not affect the validity of the remaining provisions.
Thank you for shopping with us!
