Refund Policy
We want you to be genuinely happy with your handheld, accessory, or bundle. Here's exactly how returns and refunds work.
Return Window
You may return most items within 30 days of delivery for a refund or exchange, provided the item is unused, in its original condition, and includes all original packaging and accessories (cables, cases, manuals, etc.).
Handhelds and electronics that show signs of use beyond initial testing (e.g. visible wear, scratches on the screen, removed protective film) may be subject to a partial refund rather than a full one, at our discretion.
How to Start a Return
Email support@nexonworld.co.uk with your order number and reason for return. We'll confirm eligibility and send return instructions, including the return address.
Please don't send anything back before you've heard from us — this avoids items getting lost or delayed in processing.
Faulty, Dead-on-Arrival, or Incorrect Items
If a handheld doesn't power on, an accessory arrives faulty, or you receive the wrong item, contact us within 30 days of delivery with:
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Your order number
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A short description of the fault
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Photos or a short video, if the issue is visual or won't power on
We cover return shipping for faulty or incorrect items, and you can choose between a replacement, repair, or full refund. This is in addition to, and doesn't affect, your statutory rights under the UK Consumer Rights Act 2015.
Non-Returnable Items
Because of the nature of what we sell, the following can't be returned once opened or used, unless faulty:
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Memory/SD cards and storage media — once a card has been formatted or used in a device, it can't be resold
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Digital setup guides — non-refundable once accessed or downloaded, as the content has been delivered in full
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Items marked as final sale or clearance
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Opened consumables such as screen protectors once applied
If any of these arrive faulty or aren't as described, the Faulty Items section above still applies in full.
Bundles & Kits
If you want to return a bundle (e.g. Retro Starter Kit, Steam Deck Emulation Kit), the full bundle must be returned together — we can't process a partial refund for just one component of a kit unless that specific item is faulty. If only one part of your bundle is faulty, contact us and we'll sort a replacement for that item without needing the rest of the kit back.
Handheld Consoles — Data & Account Reset
Before returning any handheld console, please back up anything you want to keep and reset the device to factory settings (where applicable) to remove your personal data, saved games, and any linked accounts. We're not responsible for data left on a returned device.
Refunds
Once we receive and inspect your return, we'll confirm approval by email and process your refund to your original payment method within 5–10 business days. Bank or card providers can take a few extra days to show the refund on your statement after that.
Return Shipping Costs
Unless the item is faulty, dead-on-arrival, or incorrect, return shipping costs are the customer's responsibility. Given the value of handhelds and electronics, we'd recommend using a tracked shipping method to send your return, since we can't issue a refund for a return that doesn't arrive with us.
Exchanges
Want a different handheld model, a different bundle, or just a different colour/variant instead of a refund? Let us know in your return request and we'll arrange an exchange where stock allows — if there's a price difference, we'll either refund or invoice that difference.
International Returns
For orders shipped outside the UK, customs fees or import duties paid on the original order are non-refundable by us, as these are collected by your local customs authority, not NexonWorld. We'll confirm the correct return address for your region when you start your return.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under the UK Consumer Rights Act 2015, including your right to a repair, replacement, or refund for faulty goods.