Returns & Collector Care Policy

Our 30-Day Collector Assurance

We want every collector to feel confident with their purchase from PAPAYA GAMING UK. If an item does not meet your expectations, you may request a return within 30 days from the date of delivery.

Return Eligibility Requirements

To ensure a smooth return process, the following conditions must be satisfied:

Item must be unused and in its original, collector-grade condition
Factory seals, shrink wrap or security tabs must be fully intact
Packaging must remain undamaged and free from wear
A valid order confirmation or receipt must be provided
Certificates of Authenticity must accompany eligible items

Extra Rules for Retro Gaming Collectibles

Trading Cards: Only returnable if completely sealed in original packaging
Games & Software: Only accepted if plastic wrap or disc case seal is untouched
Pre-owned Items: Exchanges permitted only for tested and confirmed defects
Collector Editions: All included items must remain unopened and present
Graded Items: Eligible solely when the grading slab arrives damaged
Vintage Consoles/Hardware: 14-day return period for functional assessment

How to Start a Return

Step 1: Submit Your Request

Your order number and original purchase date
A clear explanation of the reason for return (photos encouraged)
Your preferred solution — refund, exchange or store credit
A brief condition report of the item

Step 2: Receive Approval & Packaging Guidelines

Our team will reply within 24–48 hours with official authorization and packaging instructions to protect the condition of the collectible during transit.

⚠️ Important: Do not send items back without authorization. Unapproved returns cannot be accepted and will be rejected at our facility.

Damaged or Faulty Items

When an item arrives damaged or does not function as expected, please follow these steps:

On Delivery

Inspect the parcel before signing for it if possible
Photograph any visible shipping damage immediately
Open and verify all contents right away
Report issues within 48 hours of receiving the order

When Reporting a Problem

Please provide the following to our quality assurance team:

Order number and item name
Description of the defect or damage
Multiple clear photos showing affected areas
Short video if the issue is functional (recommended)

Our team typically responds with a resolution within 72 hours.

Items Not Eligible for Return

Due to the nature of certain products, the following cannot be returned:

Items purchased on final sale or clearance
Digital goods, activation keys or downloadable content
Opened software, media discs or game cartridges
Customized items or personalised accessories
Gift cards, digital credit or subscription codes
Collector or Limited Editions once opened
Trading cards from opened packs
Vintage items marked “as-is” for restoration

If you’re unsure about eligibility, please consult our team before ordering.

Collector Exchange Policy

To exchange an item, please follow this process:

Return the original item using the authorized return steps
Wait for inspection and approval notification
Place an order for the new item you want
Your exchange order will receive priority handling

If the desired item is unavailable, you may choose store credit or a refund.

Refund Timeframes & Processing

How Refunds Are Processed

Refund begins once the item is received and inspected
Processing takes 3–5 business days after approval
Funds are returned to the original payment method
Banks may require an extra 5–10 days to clear the refund
International refunds may experience longer processing

Fees & Conditions

Original shipping cost is non-refundable unless the error was ours
Return shipping is the customer’s responsibility unless item is defective
15% restocking fee applies to opened but functioning items
No hidden surcharges — all fees disclosed clearly

Return Address & Shipping

Shipping Responsibility

Standard Returns: Customer pays for the shipping back to us.

Defective Items / Incorrect Orders: We will supply a prepaid return label.

Return Centre Address

C/O MEMERY CRYSTAL
165 Fleet Street
London
United Kingdom
EC4A 2DY

Recommended Return Practices

Choose tracked and insured shipping with signature confirmation
Keep your proof of postage until the refund is processed
Photograph the packaging before sending, especially for rare items
Reuse original packaging materials whenever possible
Consider insurance for high-value returns (£500+ collectibles)