Returns and Refunds

Change or cancel an order

At the beginning of placing your order, you'll have the opportunity to register with us in order to be able to retrieve your details and chosen delivery address. (Please note that you may choose to set up 'quick checkout' where your payment details will be saved for faster shopping.) You'll be asked to set up a password to access your account.


Track your order

If you wish to change or update your online account information (including your email address, password or communication preferences) click here to go the 'My Account' page, then select 'Personal Information'. You will then be able to change the details you originally gave.

If you would like to subscribe or unsubscribe from our mailing list, go into 'Your Account' and click on 'Personal Information'.


Your purchase history

To find out more information on your past orders, please click here to sign into your account.


Returns procedure

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product. Please see our refunds policy contained in our Terms & Conditions.

Most items can be returned through any one of these options:


1. Returns via a Mytho Games store

If you have forgotten your password, all you need to do is enter your email address on the 'Signin' page, then click 'Forgotten your password?' and we will email you your password information. Then simply follow the instructions in the email you receive to change your password.

Click here to go to the 'Forgotten your password' page.


2. Returns via our address below

Please include your order confirmation email with your return and note on this the reason for the return..

Mytho Games Ltd
............
............
............
Edinburgh
EH16 4AA

Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.


3. Returns via courier collection

  • Contact our Customer Service team on 0800 *** *** between 8am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday.
  • We will email you back with further instructions and we will arrange for the courier to come to collect the product you wish to return.
  • Exception: we regret that personalised products that are especially made or ordered with your choice of name, fabric, message or other customised aspect cannot be returned or refunded unless they are defective.

Please note: we will refund the price of the item to the purchaser once it is received by us. A refund of the original delivery charge and the charges for returning the item to us will only be given in the instance of incorrect, damaged or faulty goods when all the items are returned.


Packing and sending your return

To ensure that your refund is processed as quickly as possible, please follow the procedures below.

  • Return the product in its original packaging;
  • Pack the product to avoid damage during returns transit;
  • Include your order confirmation email or your name, address, phone number, order number and whether you require a refund or a replacement.


Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product, provided (in the case of any non-defective products) it has not been unnecessarily handled, i.e beyond the handling that you would do in a shop to decide whether to purchase the product. Returns should be made within a reasonable time and in original, undamaged packaging.* Please see below for exceptions to this policy.

If the product returned has been unnecessarily handled, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. This does not affect your statutory rights.

*Products we are unable to refund.

We are unable to offer a refund on personalised goods (such as pet id tags) unless they are faulty.


Delivery charges

We will refund your original delivery charge and your charges for returning the product to us when a product is faulty or damaged, but not when a product is simply unwanted.


Faulty returns

Consult the manufacturer's handbook or website if appropriate. If you need a repair, call our Customer Service team on 0800 *** **** or visit your nearest Mytho Games store. You will be asked for details of the model number and date of purchase. Your despatch note provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.

In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 0800 *** **** between 8am and 8pm Monday - Friday, and 9am - 5pm Saturday and Sunday, or by sending us an email using our online form. Should you remain dissatisfied please write to the Customer Service team, Mytho Games Ltd, ........., ................, Edinburgh, EH16 4AA