Refund Policy

Welcome to the G5Gaming refund page. This statement explains when we offer refunds for digital and customised video‑game products sold via g5gaming.com. It is written to align with UK consumer law (including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013).

1. When you may receive a refund

We will consider a full or partial refund in the following situations for purchases made on g5gaming.com:

• Non‑delivery: the product or service you ordered was not supplied within the timeframe set out during checkout or, where no time was stated, within a reasonable period.
• Faulty or materially different content: the delivered digital content is corrupted, does not work as described, or materially differs from the specifications/promises on our site.

2. When refunds are generally not available

Because many of our offerings are bespoke, customised or activated immediately on delivery, refunds will normally not be granted in the following cases:

• Change of mind: you decide you no longer want the product after purchase.
• Personal preference: the product does not match your tastes but is otherwise functional and as described.
• Activated or downloaded digital content: under the Consumer Contracts Regulations 2013, if you consent to begin downloading or accessing digital content immediately and acknowledge that you will lose your right to cancel, we cannot offer a statutory right to cancel after access has started.

3. How to ask for a refund

If you think a refund is due, please contact us as soon as possible at support@g5gaming.com. Supply the following information to help us process your claim quickly:

• Your order number and the date of purchase.
• A clear description of the problem (screenshots or logs where relevant).
• The remedy you are seeking (e.g. full refund, replacement, or repair).

We aim to respond to refund requests within five (5) working days. Where a refund is due, we will process it using the original payment method unless we both agree otherwise.

4. Partial refunds and remedies

In some cases — particularly where a product is partially faulty or only some elements are incorrect — we may offer a partial refund, replacement content, or a corrected delivery instead of a full refund. Any remedy will be proportionate to the issue identified.

5. Our quality checks

All digital products are checked prior to dispatch to reduce the chance of faults. These checks are an extra service and do not replace your legal rights — if something is defective or misdescribed, we will address it in line with UK law.

6. Time limits

Act promptly if you suspect a problem. While legal time limits vary depending on the issue, reporting problems early helps us resolve them faster. For non‑delivery claims, please notify us within a reasonable time after the expected delivery date.