HOW DO DELIVERY AND RETURNS WORK?
Our business model works on a community-based trust and sharing policy. If you have lost a game then unfortunately you will need to replace it and we will have to charge you a restocking fee.
Yes of course. You will be able to hire your next game at the start of the next month’s rental period.
If you damaged the returns box, or accidentally threw it away, please just use another box of similar size to return the game. Please do not return it in a plastic postal bag as this may damage the box that the game is in.
Lazy Horse Games rental subscriptions are non-refundable and not eligible for returns. Your subscription will end automatically at the end of your subscription period.
For board game sales you are able to amend or cancel your order and receive a refund if your order has not been dispatched yet. We need to be notified you want to amend or cancel your order as soon as possible and before 11.30am. Amended orders may be dispatched the following day but we will aim for as little delay as possible.
If your order has already been dispatched then we will still refund your order (minus delivery charge) as soon as we receive the item back from you. Please email firstname.lastname@example.org to cancel your order or if you have any questions. Please note you will need to return your item within 30 days of having received it, in unopened and “as new” condition.
Lazy Horse Games rentals last for a month, so you need to return it one month after you ordered it (or any time before). There will be a leaflet inside your box which has the return date printed on it.
We deliver games to UK addresses only – excluding Channel Islands. We post with Royal Mail Tracked 48. In normal times this means that your games should be delivered within 2 days, however with current COVID precautions there may be some delay in certain areas. For game rentals the delivery is free, for sales we charge a flat fee of £2.99/order.
Please note that we cannot be held responsible for any supplementary costs incurred by a customer caused by delayed/lost/misrouted orders.
If you are a rental customer then returns are free! If you prefer to have your parcel collected from your home, instead of dropping the box off at the Post Office, this is now possible! Currently Royal Mail only charge 60p for this service and you pay them directly. Please view the Royal Mail website for more details. A few notes:
- Yes, you have a tracking number. It’s the code underneath the barcode on your returns labels.
- Item weight. This is shown on the top right of the original label that is on your box. If you don’t have the label anymore please contact us and we can let you know the parcel weight.
- Yes it’s a medium parcel
If you have purchased a game and you want to return it then it depends on your reason for return. If the game is damaged then returns are free – please contact us within 48 hours of receiving the item and please include a photo of the damage and explain in as much detail as possible what is wrong with the game. We will then send you a label to use for returning the game.
If you are returning an item because you have changed your mind then you will be responsible for the postage costs. Please contact us to arrange your return before you post it back to us.
For all returns, please keep hold of your proof of postage as we cannot be held responsible for any returned item lost in transit.