Refund policy

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, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@escapechallengekits.co.uk. Please note that returns will need to be sent to the following address: 207 Darley Avenue, Birmingham, B34 6JN UK.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@escapechallengekits.co.uk.

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.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special escape games or personalized escape challenges). 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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

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 info@escapechallengekits.co.uk.

If a game has been delivered by the courier, ownership of the product passes to you.

If you return a Product to us:

  • Within the 14 days cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day on which you gave us notice of cancellation. In this case, we will refund the price of the Product in full. However, you will be responsible for the cost of returning the item to us. Please note: We cannot refund any game which has been opened or played.
  • For any other reason (for instance, because you have notified us that you do not agree to a change in these terms and conditions or in any of our policies, or because you consider that the Product is defective), we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund. We will refund the price of a defective Product in full, any applicable delivery charges and any reasonable costs you incur in returning the item to us.
  • The games are delivered packaged in a large letter mailing box, bubble wrapped and packaged in an outer mailing bag. Although rare, the box itself may get damaged during shipping, however, our testing has shown that the actual game (contents of the box) will remain unharmed and will not affect the gameplay. We reserve the right to refuse refunds or replacements due to damage to the box during transit and you will be responsible for the cost of returning the item to us. You can request a new empty box and a sleeve at a cost of £4.95 + shipping costs if you would like to replace the outer box and/or sleeve.


Note and Delivery

  • You will include a note explaining the reason for returning the Product with the returned items. You will use registered post or recorded delivery when returning the Products.


Personalised Products
We are unable to offer a refund for Personalised Products which are returned to us, unless one of the following apply:

  • where the Personalised Product is defective, in which case the Personalised Product must be returned to us as specified above.
  • where the Personalised Products are paid for via our site and have not been delivered by the date specified by us.


Method of Payment

  • We will refund any money received from you using the same method originally used by you to pay for your purchase.


Written communications

  • Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

Events outside our control
Force Majeure

  • We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).


Force Majeure Event
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

  • strikes, lock-outs or other industrial action;
  • civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  • fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;
  • impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;
  • impossibility of the use of public or private telecommunications networks;
  • the acts, decrees, legislation, regulations or restrictions of any government; and
  • pandemic or epidemic
  • Suspension
  • Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.