Refund policy

Refund and returns policy

This policy explains your rights when you buy from The Gaming Club (thegamingclub.co.uk), operated by Back to the Office Limited. It does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

Digital game keys and codes

Digital keys are delivered by email and shown on your order page, usually within minutes. Because they are digital content, the normal 14-day right to cancel ends once we deliver your key, as you agree at checkout.

  • Key not revealed or delivered yet: you can cancel for a full refund. Contact us by email as soon as possible.
  • Key delivered: we can't accept change-of-mind returns, as keys can't be taken back once seen.
  • Key doesn't work: if a key is invalid, already used, or for the wrong platform or region compared to the product page, we will replace it or give you a full refund. Email us within 30 days with your order number and a screenshot of the error message.
  • Before you buy: check the platform (Steam, Xbox, PlayStation or Nintendo) and the region on the product page match your account. We can't refund keys bought for the wrong platform or region when the product page showed this clearly.

Pre-orders can be cancelled for a full refund at any time before the key is delivered.

Gaming Club PCs (pre-configured builds)

If you change your mind, you can cancel within 14 days of receiving your PC. Tell us by email within that time, then return the PC within a further 14 days.

  • Return it unused, in its original packaging, with all accessories and paperwork. You're welcome to unbox and check it, as you would in a shop.
  • You pay the cost of returning a change-of-mind item. Please use a tracked, insured service, as the PC is your responsibility until it reaches us.
  • If the PC has been handled beyond what is needed to check it, for example parts swapped or the seals on internal components broken, we may reduce your refund to reflect the loss in value.
  • We refund the item price and the cheapest standard delivery cost within 14 days of receiving the PC back, to your original payment method.

Custom-built PCs (built to your chosen specification)

PCs built to a specification you choose are made to order, so change-of-mind returns aren't available once the build has started. You can cancel for a full refund before we start building. Your rights if the PC is faulty, below, still apply in full.

Faulty or damaged items

  • Within 30 days: if your PC is faulty, you can reject it for a full refund, or ask for a repair or replacement.
  • After 30 days, up to 6 months: we'll repair or replace the PC. If that isn't possible or doesn't fix the problem, you can have a refund.
  • After 6 months: faults are covered by the warranty shown on the product page, plus your statutory rights.
  • Damaged in transit: please tell us within 48 hours of delivery with photos of the packaging and the damage, so we can claim from the courier quickly. This doesn't limit your statutory rights.

We arrange collection for faulty items at no cost to you. Our technicians test returned PCs. If we find no fault and the PC is outside the 14-day cancellation period, we'll return it to you and may charge the return delivery cost.

Faults caused by accidental damage, misuse, unauthorised modification or normal wear and tear aren't covered.

How to start a return or refund

Email hello@backtotheoffice.co.uk with your order number and a short description. We aim to reply within one working day.

If you aren't happy with how we've handled your issue, you can contact Citizens Advice for independent guidance.