Refunds, Returns and Cancellations Policy
Last updated: 22 July 2026
This policy applies to purchases made directly through the Reaction Games website.
Purchases made through a third-party marketplace or platform may also be subject to that platform’s applicable terms and returns process.
Nothing in this policy affects your statutory rights.
1. Cancelling an Online Order
1.1. Standard physical products
You have the right to cancel most online purchases of standard physical products within 14 days without giving a reason.
The cancellation period begins on the day after:
you receive the goods;
a person nominated by you receives the goods; or
you receive the final item, where one order is delivered in separate instalments.
1.2. Reaction Games products
Our standard physical products are based on premade Reaction Games designs.
They are not treated as personalised or made to your individual specifications merely because they are printed or manufactured after you place an order.
The normal cancellation rights described in this policy therefore apply to standard Reaction Games products unless another legal exception applies.
1.3. How to cancel
To cancel an eligible order, you must tell us within the 14-day cancellation period.
Please email info@reaction-games.co.uk and include:
your name;
your order number;
the item or items you wish to cancel; and
a clear statement that you are cancelling the order.
You may use the model cancellation form at the end of this policy, but you are not required to do so.
1.4. Cancelling before dispatch
Please contact us as soon as possible if you wish to cancel before your order is dispatched.
Where we can stop the order before dispatch, we will cancel it and issue the applicable refund.
If the order has already been dispatched, you may need to receive and return it in accordance with this policy.
2. Returning Unwanted Physical Products
2.1. Return deadline
After notifying us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after telling us of your decision.
2.2. Return instructions
Please contact us before returning an item so that we can provide the correct return address and any relevant instructions.
Please include sufficient information for us to identify your return.
2.3. Return costs
Unless the product is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it.
We recommend:
packaging the product securely;
using a tracked or otherwise reliable delivery service; and
retaining proof of postage until the return has been completed.
You are responsible for the returned goods until they are received by us.
3. Condition of Returned Products
3.1. Reasonable inspection
You may inspect a product as you would reasonably be permitted to inspect it in a physical shop.
You should not use, assemble, alter or handle it beyond what is reasonably necessary to establish its nature, characteristics and functionality.
3.2. Packaging and components
Where reasonably possible, unwanted products should be returned:
complete;
with all supplied components and accessories; and
in their original packaging.
The absence of original packaging does not automatically remove your right to cancel, but the product must be packaged securely.
3.3. Reduction in value
We may reduce your refund to reflect an actual reduction in value caused by handling beyond what was reasonably necessary to inspect the product.
This may include loss in value caused by:
unnecessary assembly;
gluing or permanently attaching components;
modification;
damage after delivery;
use beyond reasonable inspection; or
returning an incomplete product.
We will not impose an arbitrary handling or restocking fee.
4. Refunds for Cancelled Orders
4.1. What we will refund
For an eligible cancelled order, we will refund:
the price paid for the returned goods; and
the cost of the least expensive standard delivery option offered when the order was placed.
If you selected a more expensive delivery option, such as Royal Mail Tracked 24 instead of the least expensive standard option, we are not required to refund the additional delivery cost.
4.2. Return postage
The cost of returning an unwanted product is not included in the refund unless:
the product is faulty;
it was damaged before or during delivery;
we sent the wrong product;
it was not as described; or
we have expressly agreed to cover the cost.
4.3. Refund timing
We may withhold a change-of-mind refund until:
we receive the returned goods; or
you provide satisfactory evidence that they have been sent back,
whichever happens first.
We will issue the refund without undue delay and no later than 14 days after that point.
4.4. Refund method
Refunds will be made using the same payment method used for the original transaction unless we expressly agree otherwise.
We will not charge a refund administration fee.
Your bank, card issuer or payment provider may take additional time to display the refund after we have issued it.
5. Faulty, Damaged or Incorrect Products
5.1. Your rights
Products supplied by Reaction Games must be:
of satisfactory quality;
fit for any purpose made known to us;
as described; and
consistent with any model or sample where applicable.
Your rights relating to faulty, damaged or incorrect products are separate from your right to cancel because you have changed your mind.
5.2. Reporting a problem
Please contact us as soon as reasonably possible if a product:
arrives damaged;
appears to be faulty;
is different from the product ordered;
is missing components; or
does not match its description.
Email info@reaction-games.co.uk and include:
your name;
your order number;
a description of the issue; and
clear photographs or video where helpful.
Photographs may help us investigate the issue, but providing them is not a condition of your statutory rights.
5.3. Products rejected within 30 days
You may have the right to reject faulty goods and receive a refund if you exercise that right within 30 days of taking ownership of them.
5.4. Problems reported after 30 days
Where a problem is reported after the initial 30-day period, you may be entitled to:
a repair;
replacement;
price reduction; or
refund,
depending on the circumstances and the remedy required by law.
5.5. Return costs
Where a product is faulty, damaged on arrival, incorrect or not as described, we will arrange collection or reimburse reasonable return postage costs where a return is required.
Please contact us before returning it so that we can agree on an appropriate return method.
6. Customer-Caused Damage
6.1. General handling
Reaction Games is not responsible for damage caused after delivery by:
accidental damage;
misuse;
unsuitable storage;
unauthorised alteration;
incorrect assembly; or
failure to follow adequate instructions supplied with the product.
6.2. Turrets and movable components
Some products include movable turret or gun components.
Where the supplied instructions state that a turret must not be turned by applying force to the gun, damage caused by handling it contrary to those instructions will not normally be treated as a product fault.
6.3. Magnets and assembly
Damage caused by incorrectly fitting, positioning or gluing magnets will not normally be treated as a manufacturing fault.
This may include damage caused by:
placing magnets in the wrong position or orientation;
using excessive or unsuitable adhesive;
forcing components together; or
attempting to remove permanently attached components.
6.4. Storage
Damage or deformation caused by unsuitable storage will not normally be treated as a product fault.
This may include exposure to excessive heat, moisture, direct sunlight, pressure or other conditions unsuitable for the material.
6.5. Existing faults
Nothing in this section excludes your rights where:
the product was faulty when supplied;
the damage was not caused by your actions;
the product was not sufficiently durable;
it was not fit for its stated purpose; or
the instructions supplied were inaccurate or inadequate.
7. Custom 3D Printing
7.1. Custom products
Our Custom 3D Printing service allows a product to be created, adapted or printed according to specifications selected or supplied by the customer.
A product will only be treated as custom-made where it is genuinely made to your individual specifications or clearly personalised.
This may include a product created using:
a file or design supplied by you;
dimensions or scale selected specifically for your order;
personalised wording, markings or features; or
another material adaptation requested by you.
7.2. Cancellation rights
The statutory 14-day change-of-mind cancellation right does not normally apply to products made to your specifications or clearly personalised.
A standard Reaction Games product is not treated as custom-made merely because it is printed or manufactured after the order is placed.
7.3. Cancelling before production
Please contact us immediately if you wish to cancel or change a Custom 3D Printing order.
We may agree to cancel the order before design, preparation or production work begins.
Once work has begun, the order may no longer be cancellable for change-of-mind reasons where it is genuinely custom-made or personalised.
7.4. Approving specifications
Where we provide a proof, specification, quotation or other details for approval, you are responsible for checking them carefully.
This may include:
measurements;
scale;
orientation;
spelling;
quantities;
supplied files; and
compatibility requirements.
Your approval does not remove your rights where we fail to produce the product in accordance with the agreed specification.
7.5. Customer-supplied information
You are responsible for ensuring that files, measurements and instructions supplied to us are accurate and suitable for the intended purpose.
We are not responsible for an error that results directly from inaccurate information supplied or approved by you, provided we followed the agreed specification and did not act negligently.
7.6. Faulty custom products
Custom products remain covered by your statutory rights where they are:
faulty;
damaged;
incorrectly produced;
not in accordance with the agreed specification; or
not as described.
8. Digital Products
8.1. Digital content
Our digital products may include downloadable designs, models, files, instructions or other content supplied electronically.
8.2. Immediate digital supply
Where you request immediate access to a digital product during the 14-day cancellation period, we will ask you to:
expressly consent to digital supply beginning immediately; and
acknowledge that you will lose your right to cancel once digital supply begins.
8.3. Cancelling before supply begins
Where digital supply has not begun and the cancellation right has not otherwise been lost, you may have the right to cancel within 14 days of entering into the contract.
8.4. Cancelling after supply begins
Where you expressly consented to immediate digital supply and acknowledged the loss of your cancellation right, you will not normally be entitled to cancel because you have changed your mind once downloading or other digital delivery has begun.
8.5. Faulty digital content
Digital products must be:
of satisfactory quality;
fit for purpose; and
as described.
Where digital content is faulty, corrupt, inaccessible or not as described, please contact us at info@reaction-games.co.uk.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
8.6. Compatibility
Any material software, hardware, file-format or system requirements known to us will be stated in the relevant product description.
You are responsible for checking the stated requirements before purchasing.
This does not affect your rights where compatibility information supplied by us was inaccurate or incomplete.
9. Gift Cards
9.1. Using gift cards
Our gift cards may be used in accordance with the terms displayed when they are purchased or issued.
Gift cards:
cannot normally be exchanged for cash;
cannot be used to purchase another gift card unless expressly stated;
must be used before any stated expiry date; and
remain subject to any other terms clearly displayed at the time of purchase.
9.2. Cancellation rights
Applicable statutory cancellation rights continue to apply to gift cards purchased online.
The cancellation process may depend on whether the gift card is supplied physically or digitally and whether digital supply has begun with your express consent and acknowledgement.
9.3. Refunds
Where an order was paid for using a gift card, any applicable refund may be returned to the gift card or issued as replacement gift-card credit.
Where an order was paid for partly using a gift card and partly using another payment method, the refund may be divided between those methods.
9.4. Lost or misused gift cards
Please contact us promptly if a gift card is lost, stolen or used without permission.
We cannot guarantee that gift-card value can be recovered after it has been redeemed, particularly where the gift-card code was disclosed or not kept secure.
This does not affect your rights where the loss or unauthorised use resulted from an act or omission by Reaction Games.
10. Sale Items and Exchanges
10.1. Sale and clearance products
Sale, discounted, promotional and clearance products are not automatically excluded from returns.
Unless a legal exception applies:
normal cancellation rights apply to eligible products; and
statutory rights continue to apply where a product is faulty, damaged, incorrect or not as described.
Where a price was reduced because of a fault clearly disclosed before purchase, you may not be entitled to a remedy for that specific disclosed fault.
Your rights regarding another fault or problem are unaffected.
10.2. Exchanges
We do not currently offer direct exchanges for unwanted products.
You may return an eligible product under the cancellation process in this policy and place a separate order for the replacement product.
Where a product is faulty, damaged or incorrect, we may offer a replacement where appropriate.
All replacements are subject to availability.
11. Lost, Refused or Uncollected Deliveries
11.1. Lost orders
Reaction Games remains responsible for goods until they are delivered to:
you;
a person nominated by you; or
a safe place or alternative location specifically selected or authorised by you.
Where an order is confirmed as lost before delivery, we will provide an appropriate replacement or refund.
Further information can be found in our Shipping & Delivery Policy.
11.2. Refused or uncollected parcels
If a parcel is returned to us because it was:
refused;
not collected;
sent to an incorrect or incomplete customer-supplied address; or
otherwise undeliverable for a reason attributable to the customer,
we may ask you to pay reasonable additional delivery costs before it is resent.
Where you have validly exercised a right to cancel, the refund terms in this policy will apply.
Refusing delivery does not necessarily provide us with enough information to process a cancellation, so please contact us directly.
12. Requesting a Cancellation, Return or Remedy
Please contact:
Reaction Games
Email: info@reaction-games.co.uk
Include, where relevant:
your full name;
your order number;
the product concerned;
whether you are cancelling because you changed your mind or reporting a problem;
a description of any fault, damage or error; and
photographs or video where helpful.
We will provide the appropriate return address and instructions.
Please do not return products without sufficient identifying information, as this may delay your return or refund.
13. Changes to This Policy
13.1. Updates
We may update this policy to reflect changes to our products, services, business processes or legal obligations.
13.2. Existing orders
Changes will not retrospectively reduce the statutory or contractual rights that applied when an order was placed.
13.3. Current version
The latest version will be published on our website with its last-updated date displayed at the top.
14. Model Cancellation Form
Complete and return this form only if you wish to cancel an eligible contract.
You may instead contact us by email using the information in Section 12.
To:
Reaction Games
Email: info@reaction-games.co.uk
I hereby give notice that I cancel my contract for the sale of the following goods or supply of the following digital content:
Goods or digital content ordered:
[Insert details]
Order number:
[Insert order number]
Ordered on:
[Insert date]
Received on, if applicable:
[Insert date]
Name of customer:
[Insert name]
Address of customer:
[Insert address]
Signature of customer, only if submitted on paper:
[Insert signature]
Date:
[Insert date]
If you have any questions about refunds or returns, please contact us:
Reaction Games
Jacob Shaw
18 Swan Road
Hailsham
East Sussex
BN27 2DG
United Kingdom
Website: www.reaction-games.co.uk
Email: info@reaction-games.co.uk