Refund & Return Policy
Last updated: August 2026
This Refund & Return Policy explains how returns, refunds and the statutory right of withdrawal apply to purchases made through the IGN Europe Store website.
This policy supplements our General Terms and Conditions. In the event of any conflict between this policy and applicable mandatory consumer protection law, the mandatory legal provisions shall prevail.
1. Right of Withdrawal
If you are a Consumer purchasing from the IGN Europe Store as a distance sale, you generally have a statutory right to withdraw from your purchase without giving a reason.
For Products, the withdrawal period generally ends 14 days after the day on which you, or a person designated by you other than the carrier, physically receive the Product. Where an order contains multiple Products delivered separately, specific statutory rules apply.
You may also exercise your statutory right of withdrawal before the Product has been delivered, where permitted by applicable law.
This includes Pre-Orders. The fact that IGN Europe Store has already placed an order with its supplier does not, by itself, remove or limit a statutory right of withdrawal.
2. How to Exercise Your Right of Withdrawal
To exercise your statutory right of withdrawal, please contact us with an unequivocal statement that you wish to withdraw from your purchase.
Please include:
- your full name;
- order number;
- email address used for the order; and
- the Products you wish to return.
You may contact us at:
Email: [email protected]
You may use the statutory model withdrawal form where applicable, but you are not required to use this form.
Once we receive your withdrawal request, we will acknowledge receipt where required by applicable law.
3. Returning Your Product
If you exercise your right of withdrawal after receiving the Product, you must return the Product to us without undue delay and, in any event, no later than 14 days after informing us of your decision to withdraw.
The deadline is met if you send the Product back before the 14-day period has expired.
Unless otherwise required by applicable law or agreed by IGN Europe Store, you are responsible for the direct cost of returning the Product.
The Product should be returned appropriately packaged so that it is adequately protected against damage during transport.
Return address
eMense Events B.V. – IGN Europe Store
Robert Peereboomweg 11
2031 BC Haarlem
The Netherlands
Please do not send returns to any address other than the designated return address without first contacting us.
4. Condition of Returned Products
You may handle and inspect a Product to the extent necessary to establish its nature, characteristics and functioning, in a manner comparable to what would reasonably be permitted in a physical store.
You may be liable for any diminished value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the Product, where permitted by applicable law.
For collectible Products, we therefore strongly recommend that you:
- retain the original packaging;
- avoid removing protective materials unnecessarily;
- avoid assembling or modifying the Product;
- avoid damaging seals or protective packaging unless necessary to inspect the Product; and
- return the Product in its original packaging where reasonably possible.
The absence of original packaging does not automatically eliminate a statutory right of withdrawal where that right applies. However, diminished value resulting from unnecessary handling may be deducted where permitted by applicable law.
5. Refunds
If you validly exercise your statutory right of withdrawal, IGN Europe Store will reimburse the payments received from you for the relevant purchase, including the applicable standard delivery costs.
The refund will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise and the alternative method does not result in additional costs to you.
Where you selected a delivery method more expensive than the least expensive standard delivery method offered by IGN Europe Store, we are not required to reimburse the additional cost of that more expensive delivery option, to the extent permitted by applicable law.
Where permitted by applicable law, we may withhold the refund until:
- we have received the returned Product; or
- you have provided evidence that you have sent the Product back,
whichever occurs first.
6. Return Shipping Costs
For a standard statutory withdrawal, the Consumer is generally responsible for the direct cost of returning the Product, provided that IGN Europe Store informed the Consumer of this obligation before conclusion of the Agreement.
Defective, damaged or incorrect Products
If you received:
- a Product that is defective;
- a Product that does not conform to the Agreement;
- the wrong Product; or
- a Product damaged during delivery,
please contact us before returning the Product.
Where IGN Europe Store is responsible for the issue, return costs and other applicable remedies will be handled in accordance with the Consumer’s statutory rights.
7. Pre-Orders
Pre-Orders are binding purchase agreements once accepted by IGN Europe Store.
Unless otherwise stated, Pre-Orders are paid 100% in advance when the order is placed.
IGN Europe Store may place the corresponding order with its supplier after accepting the Consumer’s Pre-Order. Some Pre-Order Products are therefore purchased or reserved by IGN Europe Store specifically in response to customer orders and are not held as ordinary warehouse stock.
Important
The fact that IGN Europe Store has already:
- placed an order with its supplier;
- paid its supplier;
- reserved production capacity;
- committed to purchasing the Product; or
- otherwise incurred costs in connection with the Pre-Order
does not remove or limit any statutory right of withdrawal available to the Consumer.
If you validly exercise a statutory right of withdrawal, IGN Europe Store will not deduct a Pre-Order fee, cancellation fee, supplier fee, restocking fee or similar charge merely because we have already ordered the Product from our supplier.
8. Cancelling a Pre-Order
A Pre-Order is a binding purchase agreement once accepted by IGN Europe Store.
If you wish to cancel a Pre-Order, please contact us as soon as possible.
Before delivery
Where a statutory right of withdrawal applies, you may exercise that right in accordance with the applicable statutory rules.
This right is not affected by the fact that IGN Europe Store has already placed the corresponding order with its supplier.
Outside the statutory right of withdrawal
If you request cancellation in circumstances where no statutory right of withdrawal applies, the possibility of cancellation and any consequences of such cancellation will be determined by the applicable law and the circumstances of the order.
IGN Europe Store will not apply a cancellation fee where such fee is prohibited by applicable mandatory law.
9. Pre-Order Release Dates
Release dates displayed on Pre-Order Product pages are generally estimated dates provided by the manufacturer, distributor or supplier.
Release dates may change due to circumstances including:
- manufacturing delays;
- production changes;
- shipping delays;
- customs or import delays;
- changes by the manufacturer;
- allocation changes;
- production quantities; or
- other circumstances outside the reasonable control of IGN Europe Store.
An estimated release date is therefore not a guaranteed delivery date unless expressly stated otherwise on the relevant Product page or in the Agreement.
If a Pre-Order is materially delayed, you retain all mandatory consumer rights applicable to delayed delivery.
10. Manufacturer Changes to Pre-Order Products
Manufacturers may change Product specifications, materials, colours, packaging, artwork, accessories, dimensions or other details before release.
Minor changes that do not materially alter the Product’s agreed characteristics do not necessarily constitute a lack of conformity.
Where a manufacturer makes a material change to a Product, IGN Europe Store will provide information to the Consumer where required by applicable law.
Your statutory consumer rights remain unaffected.
11. Limited Editions and Collectibles
IGN Europe Store sells collectible, limited-edition and premium Products.
Limited-edition status, rarity, price, collectibility or difficulty of sourcing a Product does not, by itself, exclude a statutory right of withdrawal.
Similarly, the fact that IGN Europe Store does not normally hold such Products in stock does not, by itself, remove any statutory consumer rights.
Products may contain minor manufacturing variations, particularly in:
- paint application;
- colour;
- texture;
- casting;
- stitching;
- materials;
- positioning of details; and
- packaging.
Minor variations that are inherent to the manufacturing process and do not materially affect the agreed characteristics of the Product do not necessarily constitute a lack of conformity.
12. Sealed Products and Statutory Exceptions
The statutory right of withdrawal is subject to certain legal exceptions.
Depending on the Product and the applicable law, these may include certain sealed Products that cannot be returned for health or hygiene reasons after being unsealed, certain sealed audio or video recordings or computer software after the seal has been removed, personalised Products, and other categories expressly excluded by applicable law.
An exception applies only where the statutory requirements for that exception are satisfied.
A Product is not automatically excluded from the right of withdrawal merely because it is a collectible, limited edition, expensive Product, Pre-Order or specially sourced Product.
13. Defective or Non-Conforming Products
If you believe that a Product is defective or does not conform to the Agreement, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- a description of the issue; and
- photographs or video where useful to demonstrate the issue.
This information helps us investigate and resolve your claim efficiently.
Where a Product does not conform to the Agreement, you are entitled to the remedies provided by applicable mandatory consumer law.
Depending on the circumstances and applicable law, these remedies may include:
- repair;
- replacement;
- price reduction; or
- termination of the Agreement and refund.
Nothing in this policy limits or excludes your statutory conformity rights.
14. Cosmetic Variations in Collectibles
Collectible Products are often manufactured individually or in production batches and may contain minor variations.
Examples include minor differences in:
- paint application;
- paint shading;
- surface texture;
- seams;
- positioning;
- small manufacturing marks; or
- packaging.
Such minor variations do not automatically constitute a defect or lack of conformity.
However, where a Product has a material defect or materially fails to conform to its contractual description or applicable objective requirements, the Consumer retains all statutory remedies.
15. Damaged Packages
If your package appears to have been seriously damaged during transportation, we recommend documenting the condition of the package before opening it.
Please contact IGN Europe Store as soon as reasonably possible if the Product itself has been damaged.
We may request photographs of:
- the outer packaging;
- shipping label;
- internal packaging; and
- damaged Product.
This information may be necessary for us to investigate the delivery issue with the carrier or supplier.
Nothing in this section limits any statutory consumer rights.
16. Refunds for Cancelled or Unavailable Pre-Orders
If IGN Europe Store is unable to fulfil a Pre-Order because the manufacturer permanently cancels the Product, permanently discontinues production, or the Product otherwise becomes unavailable for reasons for which fulfilment cannot reasonably be achieved, IGN Europe Store may cancel the affected order where permitted by applicable law.
In such circumstances, IGN Europe Store will refund amounts paid for the affected Product.
Where applicable law provides the Consumer with additional rights because of non-delivery or termination, those rights remain unaffected.
17. Contact
For questions concerning returns, refunds, withdrawals, Pre-Orders or defective Products, please contact:
eMense Events B.V. – IGN Europe Store
Email: [email protected]
Website: https://ignstore.eu
Return address:
Robert Peereboomweg 11
2031 BC Haarlem
The Netherlands
Statutory Rights
Nothing in this Refund & Return Policy is intended to exclude, restrict or replace any mandatory consumer rights applicable to you under the law governing your purchase.
Where mandatory consumer protection law provides you with rights that differ from this policy, the mandatory legal provisions shall prevail.