General Terms and Conditions

Last updated: August 2026

These General Terms and Conditions (“Terms”) apply to purchases made through the IGN Europe Store website (“Website”) operated by eMense Events B.V. (“IGN Europe Store”, “we”, “us” or “our”).

By placing an order through the Website, the Consumer (“you” or “Consumer”) agrees to these Terms.

These Terms apply to consumers purchasing products for purposes outside their trade, business, craft or profession. Nothing in these Terms limits any mandatory consumer rights applicable under the law governing the purchase.

Article 1 – Scope and Definitions

1.1. These Terms apply to all offers, orders and purchase agreements concluded through the Website between IGN Europe Store and a Consumer.

1.2. For the purposes of these Terms:

• “Consumer” means a natural person acting for purposes outside their trade, business, craft or profession.
• “Product” means any physical product offered for sale through the Website.
• “Pre-Order” means an order for a Product that is not yet available for immediate delivery, including upcoming, exclusive, limited-edition or otherwise future-release Products.
• “IGN Europe Store”, “we”, “us” and “our” refer to eMense Events B.V., the operator of the IGN Europe Store.
• “Agreement” means the purchase agreement concluded between IGN Europe Store and the Consumer.
• “Working Day” means a day other than a Saturday, Sunday or public holiday applicable at the place of business of IGN Europe Store.

1.3. These Terms are made available to the Consumer before the conclusion of the Agreement and may be saved or reproduced by the Consumer.

1.4. If any provision of these Terms conflicts with mandatory consumer protection law applicable to the Consumer, the mandatory legal provision shall prevail and the remaining provisions shall remain in effect.

Article 2 – Offers and Formation of the Agreement

2.1. Product descriptions, prices and other information displayed on the Website constitute an invitation to purchase unless expressly stated otherwise.

2.2. By placing an order, the Consumer makes an offer to purchase the selected Products in accordance with these Terms.

2.3. The Agreement is concluded when IGN Europe Store accepts the Consumer’s order, including by:

• sending an order confirmation by email; or
• commencing fulfilment of the order.

2.4. The order confirmation will contain, where applicable, the Products ordered, price, delivery information, payment information and other information required by applicable law.

2.5. IGN Europe Store reserves the right to refuse or cancel an order before or after acceptance where:

• the Product is permanently unavailable;
• the manufacturer or supplier has permanently discontinued the Product;
• fulfilment has become objectively impossible due to circumstances beyond IGN Europe Store’s reasonable control;
• there is an obvious and material pricing, technical or programming error; or
• cancellation is otherwise permitted under applicable law.

2.6. Where IGN Europe Store cancels an accepted order, the Consumer will receive a refund of all amounts paid for Products that have not been delivered, unless another remedy is required or permitted by applicable mandatory law.

2.7. An obvious pricing or technical error does not create an obligation for IGN Europe Store to supply a Product at a price that the Consumer reasonably should have recognised as erroneous.

Article 3 – Prices and Payment

3.1. All prices displayed on the Website are stated in the currency indicated on the Website and include applicable VAT and other mandatory taxes where required by applicable law.

3.2. Delivery charges and any other additional costs will be clearly disclosed before the Consumer places the order.

3.3. Unless otherwise stated, payment must be completed at the time the order is placed.

3.4. IGN Europe Store may use third-party payment providers to process payments. The Consumer remains responsible for providing accurate payment information and ensuring that the chosen payment method is valid.

3.5. Where a refund is due, IGN Europe Store will use the original payment method unless otherwise agreed with the Consumer or unless another method is required or permitted by applicable law.

3.6. Nothing in this Article limits any statutory refund period applicable to IGN Europe Store.

Article 4 – Delivery

4.1. IGN Europe Store will deliver Products to the delivery address provided by the Consumer during checkout.

4.2. Unless a different delivery period has been expressly agreed with the Consumer, Products will be delivered without undue delay and, in any event, within thirty (30) days after conclusion of the Agreement, subject to applicable law.

4.3. For Pre-Orders, the estimated release and delivery period displayed on the relevant Product page and accepted by the Consumer shall apply. Such estimates are based, where applicable, on information provided by the manufacturer or supplier and may change.

4.4. An estimated release date or delivery period is not a guaranteed date unless expressly identified as a guaranteed contractual delivery date.

4.5. Where a Product is delayed beyond an agreed delivery period, the Consumer retains all mandatory rights available under applicable law, including any right to require delivery within an appropriate additional period and, where applicable, terminate the Agreement and obtain a refund.

4.6. Where a specific delivery date is essential because of the circumstances of the Agreement or because the Consumer expressly informed IGN Europe Store before conclusion of the Agreement that the date was essential, the Consumer’s statutory rights in case of failure to deliver on time remain unaffected.

4.7. If an order contains multiple Products, IGN Europe Store may deliver the Products together unless otherwise agreed. Where an order contains both in-stock Products and Pre-Order Products, the order may be held until all Products are available, unless separate shipment is offered or the Consumer places separate orders.

4.8. Where separate shipment is requested by the Consumer and offered by IGN Europe Store, additional delivery charges may apply where these charges have been disclosed before the separate shipment is arranged.

4.9. If delivery cannot be completed because the Consumer has provided an incorrect or incomplete delivery address, the Consumer may be responsible for reasonable additional delivery costs, to the extent permitted by applicable law.

Article 5 – Delays and Force Majeure

5.1. IGN Europe Store is not responsible for delays caused by circumstances beyond its reasonable control where such circumstances could not reasonably have been prevented or overcome.

5.2. Such circumstances may include, where applicable:

• natural disasters;
• war, terrorism or civil unrest;
• government restrictions;
• strikes or significant transport disruptions;
• major logistics disruptions;
• customs restrictions or delays;
• significant manufacturing disruptions;
• permanent discontinuation of a Product by its manufacturer; or
• circumstances affecting suppliers or manufacturers where those circumstances are themselves beyond IGN Europe Store’s reasonable control and could not reasonably have been prevented or overcome.

5.3. A supplier or manufacturer failing to meet its obligations does not automatically release IGN Europe Store from its obligations towards the Consumer. IGN Europe Store may rely on this Article only to the extent permitted by applicable law.

5.4. Where a delay or disruption materially affects an order, IGN Europe Store will provide the Consumer with information reasonably available to it and will respect all mandatory consumer rights applicable to delayed or non-delivery.

5.5. Nothing in this Article excludes or limits the Consumer’s statutory right to terminate an Agreement or obtain a refund where such right arises under applicable law.

Article 6 – Pre-Orders

6.1. Pre-Orders allow Consumers to purchase upcoming, exclusive, limited-edition or future-release Products before they become available for immediate delivery.

6.2. A Pre-Order is a binding purchase agreement once accepted by IGN Europe Store. It is not merely a non-binding reservation.

6.3. Unless otherwise stated on the relevant Product page, Pre-Orders must be paid in full at the time the order is placed.

6.4. IGN Europe Store may place its corresponding purchase order with its supplier after receiving and accepting a Consumer’s Pre-Order. IGN Europe Store may purchase Products specifically in response to Consumer Pre-Orders and does not necessarily hold such Products in stock.

6.5. The Consumer acknowledges that IGN Europe Store may commit to purchasing the relevant Product from its supplier following acceptance of the Consumer’s Pre-Order.

6.6. The fact that IGN Europe Store has ordered, reserved or paid for a Product with its supplier does not limit or affect any statutory consumer right applicable to the Consumer.

6.7. Statutory Right of Withdrawal: Nothing in these Pre-Order Terms limits, excludes or otherwise affects any statutory right of withdrawal applicable to the Consumer. Where a statutory right of withdrawal applies, the Consumer may exercise that right in accordance with applicable law, including where the Product has not yet been delivered.

6.8. Where a Consumer validly exercises a statutory right of withdrawal, IGN Europe Store will not charge or retain a Pre-Order fee, cancellation fee, restocking fee, supplier fee or similar charge merely because the Product has already been ordered from the supplier.

6.9. Any refund following a valid statutory withdrawal will be made in accordance with the applicable statutory requirements.

6.10. Estimated release dates and delivery periods displayed for Pre-Orders are estimates based primarily on information provided by manufacturers or suppliers. Manufacturing, production, shipping, customs or other circumstances may cause such dates to change.

6.11. Where a Pre-Order is delayed, the Consumer retains all mandatory statutory rights applicable to delayed delivery.

6.12. A Consumer may request cancellation of a Pre-Order outside any applicable statutory right of withdrawal. Whether such cancellation is possible, and whether IGN Europe Store may charge any cancellation amount or claim compensation, shall be determined by the mandatory law applicable to the Consumer and the circumstances of the cancellation.

6.13. IGN Europe Store will not charge a cancellation fee where such fee is prohibited by applicable mandatory law.

6.14. The fact that IGN Europe Store has already placed an order with its supplier does not, by itself, remove or limit any statutory consumer right.

6.15. Product specifications, packaging, artwork, edition numbers or other details may be changed by the manufacturer before release. Where such changes materially affect the Product or its conformity with the contractual description, the Consumer retains any mandatory rights available under applicable law.

Article 7 – Right of Withdrawal

7.1. Unless a statutory exception applies, Consumers have the statutory right to withdraw from a distance contract without giving a reason.

7.2. For sales contracts, the withdrawal period is generally fourteen (14) days from the day on which the Consumer or a third party designated by the Consumer, other than the carrier, acquires physical possession of the Product.

7.3. Where an order consists of multiple Products delivered separately, or a Product consists of multiple lots or pieces delivered separately, the withdrawal period shall be calculated in accordance with the applicable statutory rules.

7.4. The Consumer may exercise the right of withdrawal by making an unequivocal statement informing IGN Europe Store of the decision to withdraw. The Consumer may use the statutory model withdrawal form where applicable, but is not required to do so.

7.5. The Consumer may exercise the right of withdrawal before delivery where permitted by applicable law. The fact that a Product has already been ordered by IGN Europe Store from its supplier does not, by itself, prevent the Consumer from exercising a statutory right of withdrawal.

7.6. Following valid withdrawal, the Consumer must return the Product without undue delay and, in any event, within fourteen (14) days from the day on which the Consumer communicated the decision to withdraw, unless applicable law provides otherwise.

7.7. The Consumer is responsible for the direct cost of returning the Product where the Consumer was informed of this obligation before conclusion of the Agreement and applicable law permits this allocation of costs.

7.8. The Consumer is responsible only for any diminished value of the Product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Product, subject to applicable law.

7.9. IGN Europe Store will reimburse all payments received from the Consumer for the relevant withdrawn order, including applicable standard delivery costs, subject to the applicable statutory rules.

7.10. Where permitted by applicable law, IGN Europe Store may withhold reimbursement until it has received the returned Product or until the Consumer has provided evidence that the Product has been returned, whichever occurs first.

7.11. Where the Consumer expressly chose a delivery method more expensive than the least expensive standard delivery offered by IGN Europe Store, IGN Europe Store is not required to reimburse the additional cost, to the extent permitted by applicable law.

Article 8 – Statutory Exceptions to the Right of Withdrawal

8.1. The statutory right of withdrawal does not apply where an applicable statutory exception applies.

8.2. Such exceptions may include, where legally applicable:

• sealed Products that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery;
• sealed audio or video recordings or sealed computer software that have been unsealed after delivery;
• Products made to the Consumer’s specifications or clearly personalised, where the statutory conditions for the exception are met;
• Products that are liable to deteriorate or expire rapidly;
• digital content supplied on a non-tangible medium where the statutory requirements for the exception have been fulfilled; and
• other Products or services expressly excluded by applicable mandatory law.

8.3. An exception to the right of withdrawal applies only where all statutory conditions for that exception are satisfied.

8.4. The fact that a Product is a limited edition, collectible, expensive, difficult to source, specially ordered from a supplier, or not held in stock by IGN Europe Store does not, by itself, exclude the statutory right of withdrawal.

Article 9 – Returns and Refunds

9.1. Products returned following valid withdrawal must be returned in accordance with Article 7.

9.2. Products must be packaged appropriately for return transport.

9.3. The Consumer remains responsible for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the Product, where permitted by applicable law.

9.4. Where a Product is returned because it is defective or does not conform to the Agreement, the applicable statutory conformity rights apply. Return and other costs will be allocated in accordance with applicable mandatory law.

9.5. Refunds will be processed using the original payment method unless otherwise agreed or required by applicable law.

Article 10 – Conformity, Defects and Statutory Warranty Rights

10.1. IGN Europe Store is responsible for ensuring that Products conform to the Agreement and applicable mandatory consumer law.

10.2. Nothing in these Terms limits the Consumer’s statutory rights concerning conformity, defects, repair, replacement, price reduction, termination or other statutory remedies.

10.3. A Product will generally be considered conforming where it:

• corresponds with the agreed description, type, quantity and quality;
• possesses the functionality, compatibility and other characteristics agreed in the Agreement;
• is fit for the particular purpose expressly agreed with the Consumer, where applicable; and
• satisfies the objective conformity requirements applicable under mandatory law.

10.4. Collectible Products may contain manufacturing characteristics inherent to their production process, including minor variations in paint application, texture, finish, casting, stitching, materials, colour, packaging or positioning.

10.5. Such minor variations do not, by themselves, constitute a lack of conformity where they do not materially affect the Product’s contractual description, agreed specifications, functionality or reasonably expected characteristics.

10.6. Product images are intended to represent the Products accurately, but minor variations caused by manufacturing, photography, lighting, display settings, packaging revisions or manufacturer updates may occur.

10.7. Where a Product does not conform to the Agreement, the Consumer is entitled to the remedies provided by applicable mandatory law.

10.8. Where permitted by applicable law, IGN Europe Store may initially offer repair or replacement.

10.9. Where repair or replacement is impossible, disproportionate, unsuccessful, not completed within a reasonable period, causes significant inconvenience, or another statutory condition for price reduction or termination is met, the Consumer will have the corresponding statutory remedy.

10.10. Repairs and replacements will be carried out in accordance with applicable law and, where required by law, without charge, within a reasonable period and without significant inconvenience to the Consumer.

10.11. The Consumer should notify IGN Europe Store of a defect as soon as reasonably practicable to facilitate efficient handling of the complaint. Failure to notify IGN Europe Store immediately does not, by itself, remove or limit statutory rights unless applicable mandatory law expressly provides otherwise.

10.12. Where a Product is no longer available, IGN Europe Store may offer an alternative remedy where permitted by law, without limiting any mandatory right of the Consumer.

Article 11 – Open-Box, Outlet and Clearly Disclosed Product Conditions

11.1. Products described as “Open Box”, “Outlet”, “Damaged Packaging”, “B-Grade” or similarly identified may have cosmetic or packaging imperfections that are expressly disclosed before purchase.

11.2. A disclosed condition that has been clearly communicated to the Consumer before conclusion of the Agreement does not constitute a lack of conformity merely because it corresponds to the condition expressly disclosed.

11.3. Any statutory rights relating to defects or characteristics that were not disclosed remain unaffected.

Article 12 – Product Information and Images

12.1. IGN Europe Store aims to ensure that Product descriptions, specifications and images are accurate and up to date.

12.2. Manufacturers may make changes to Products, packaging, artwork, colours, accessories, dimensions or other specifications.

12.3. Minor differences between Product images and the delivered Product may occur where such differences result from manufacturing revisions, lighting, photography, display settings or packaging updates and do not materially alter the Product’s contractual characteristics.

12.4. IGN Europe Store will not intentionally advertise a Product with materially misleading information.

12.5. Where a manufacturer makes a material change to a Product before delivery, IGN Europe Store will provide information to the Consumer where required by applicable law and the Consumer retains any mandatory rights arising from such change.

Article 13 – Liability

13.1. Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable mandatory law.

13.2. This includes, where applicable, liability that cannot lawfully be excluded or limited for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• wilful misconduct;
• statutory product liability; or
• any other liability that cannot legally be excluded or limited.

13.3. Subject to Article 13.1 and applicable mandatory law, IGN Europe Store is liable only for reasonably foreseeable direct losses caused by a breach of the Agreement attributable to IGN Europe Store.

13.4. To the maximum extent permitted by applicable law, IGN Europe Store is not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity or other economic losses that are not a direct and reasonably foreseeable consequence of a breach.

13.5. To the maximum extent permitted by applicable law, IGN Europe Store’s aggregate liability in relation to a specific order shall not exceed the amount actually paid by the Consumer for the Product or order giving rise to the claim.

13.6. The limitations in this Article do not affect the Consumer’s statutory rights relating to defective Products, mandatory consumer remedies or any other liability that cannot lawfully be limited.

Article 14 – Intellectual Property

14.1. All intellectual property rights relating to the Website, including trademarks, logos, graphics, text, images, software and other content, remain the property of IGN Europe Store, its licensors or other relevant rights holders.

14.2. No content from the Website may be copied, reproduced, distributed or commercially exploited without prior written permission, except where permitted by mandatory law.

14.3. Product names, trademarks, characters, logos and other intellectual property appearing on Products remain the property of their respective rights holders.

Article 15 – Complaints and Customer Service

15.1. Consumers may contact IGN Europe Store regarding orders, Products, delivery, returns, withdrawal or complaints using the contact details provided on the Website.

15.2. IGN Europe Store will make reasonable efforts to respond to complaints within a reasonable period.

15.3. Consumers should provide sufficient information to allow IGN Europe Store to identify the relevant order and investigate the issue.

15.4. Nothing in this Article limits any statutory complaint, dispute resolution or enforcement rights available to the Consumer.

Article 16 – Governing Law and Jurisdiction

16.1. These Terms and the Agreement are governed by Dutch law, except to the extent that mandatory consumer protection provisions of the country in which the Consumer is habitually resident apply and cannot lawfully be excluded.

16.2. A choice of Dutch law does not deprive the Consumer of the protection afforded by mandatory provisions that would otherwise apply to the Consumer under applicable international private law.

16.3. Any dispute shall be subject to the jurisdiction of the courts competent under applicable law.

16.4. Nothing in these Terms prevents a Consumer from bringing proceedings before a court that has jurisdiction under mandatory consumer protection law.

Article 17 – Changes to These Terms

17.1. IGN Europe Store may amend these Terms from time to time.

17.2. Changes will apply to future Agreements from the date on which the amended Terms become effective.

17.3. The version of the Terms applicable at the time an Agreement is concluded shall apply to that Agreement, unless mandatory law requires otherwise.

17.4. Changes will not retroactively reduce statutory rights applicable to Agreements already concluded.

Article 18 – Severability

18.1. If any provision of these Terms is found to be invalid, unenforceable or contrary to mandatory law, that provision shall be interpreted or modified to the minimum extent necessary to make it valid and enforceable, where legally possible.

18.2. If such interpretation or modification is not possible, the affected provision shall be disregarded to the extent of its invalidity without affecting the validity of the remaining provisions.

18.3. No invalid provision shall be interpreted in a manner that deprives the Consumer of mandatory statutory protection.

Article 19 – Contact Information

eMense Events B.V.
Robert Peereboomweg 11
2031 BC Haarlem
The Netherlands

Trading as: IGN Europe Store

Email: [email protected]
Website: https://ignstore.eu

Company registration number: 66354439
VAT number: NL856509103B01