Safe Shopping

Safe and secure shopping is of the utmost priority to Madcatz Europe. We value your custom and make sure that your payment information is kept with the very highest degree of security.

Our payment provider uses encryption technology to keep your personal information safe. Your credit or debit card information is transmitted using Secure Sockets Layer (SSL) technology. This technology is the industry standard for secure online transactions. This 128-bit encryption ensures that your online transaction and credit/debit card information are safe from third party interception. You can learn more about SSL at www.paypal.co.uk

No credit or debit card details are stored once your order has been processed. This is why you can store your address details but you will need to enter your card details each time you place an order.

Please note that in the event of unauthorised use of your card you should notify your card provider in accordance with their own procedures. You should also contact us immediately as we may be able to provide additional information that will be of use to Fraud Detection units.

At no point are any credit card transactions sent over an unsecured connection.

Returns Policy

In the unlikely event that you may need to return your purchase, in order to deal with your return efficiently it is important that you read the following policy definitions and our returns procedure carefully.

Cancellation of Order
Should you wish to return your order, you must return goods unopened, fully boxed and in a re-saleable condition to us within 7 (seven) days of receiving your order.Madcatz Europe will not pay postage for returns unless the item is proven to be faulty at time of manufacture or in the unlikely event that we have shipped incorrect goods.

All goods returned to Madcatz Europe must be sent with a relevant Returns Material Authorisation (RMA) number.To request an RMA number, please send an email to the Madcatz Europe Returns Deptartment within 7 (seven) days of receiving your order.In the email, you must state the product description, original Order Reference Number (found on your despatch note) and the date that the order was originally placed. Product(s) authorised for return MUST be sent back complete with all original packaging including user guides, cables and accessories and in a fully re-saleable condition. Madcatz Europe reserve the right not to issue a refund for used or incomplete products or for products damaged by the customer. Providing stated conditions are met and adhered to, Madcatz Europe will issue a refund to the credit/debit card used to place the original order within 30 days.

Faulty Goods
Should any item purchased be found to be working incorrectly due to a manufacturing fault, Madcatz Europe will replace the product free of charge providing the product was purchased within the last 12 (twelve) months. All goods returned to Madcatz Europe must be sent with a relevant Returns Material Authorisation (RMA) number. To request an RMA number, please send an email to the Madcatz Europe Returns Department within 7 (seven) days of receiving your order. In the email, you must state the product description, original Order Reference Number (found on your dispatch note) the date that the order was originally placed and the full nature of the fault present. Once an RMA number has been issued, the item should be carefully packaged and sent back with a covering letter. Postage costs for faulty products will be automatically reimbursed to the credit/debit card used to place the original order within 30 days.

Warranties
All of our products come with a minimum 2 (two) year warranty, apart from the exceptions outlined below.
Product warranties will be invalid where faults have been caused by accidental damage, neglect or misuse.
All returned products will be tested and if we conclude that the item is not faulty or that the fault is not covered by our warranty, the item will be returned to the customer and no refund will be issued.

STEP 1:

How to obtain an RMA number
YOU MUST OBTAIN AN RMA NUMBER BEFORE RETURNING ANY PRODUCT. IF PRODUCT IS SENT TO Madcatz Europe WITHOUT AN RMA NUMBER WE CANNOT PROCESS IT AND PRODUCT WILL BE SENT BACK TO YOU.

1. Email the dedicated Madcatz Europe Returns Deptartment for your RMA number.
2. Provide your Order Reference Number and the product/s you want to return (this can be found on your despatch note).
3. Explain reason for the return (Please see above descriptions in 'Cancellation of Order' and 'Faulty Goods').
4. Madcatz Europe Returns Deptartment team will reply within 24hrs with your unique RMA number and further instructions of where to send your return. The RMA number will be valid for 7 (seven) days only. All returns must be received within this period. Late or incomplete returns may be subject to refusal. RMA numbers will NOT be extended or reassigned

STEP 2:

Returning Your Product

You Must:

1. Ensure you have included every item relevant to the return of the product (Please see above descriptions in 'Cancellation of Order' and 'Faulty Goods').
2. Ensure that item(s) are accompanied with a covering letter where relevant (Please see above descriptions in 'Cancellation of Order' and 'Faulty Goods'). If items are returned due to 'Cancellation of Order' and are found to be incomplete, Madcatz Europe will NOT be able to process your request and the products will be returned to you.
3. Package the product securely using the original postal packaging where possible. If original packaging has been discarded, please ensure that product is packaged sensibly and securely.
4. Do NOT write the RMA number on the product box or plastic packaging, but on your address label that will be emailed to you from the Madcatz Europe Returns Deptartment.
5. You must return product by using Royal Mail Recorded Delivery. This will require a signature when our Returns Department receive it and confirms safe delivery. If product is returned due to a manufacturing fault or due to an error on Madcatz Europe's behalf, your postage costs will be automatically refunded (Please see 'Faulty Goods' section above).
6. Ensure you keep the postage receipt as proof of despatch. Madcatz Europe is not responsible for any postage costs for any returned item unless product is found to be faulty.

Faulty product returned to us will be tested by our in-house testing department. Each product found to be NOT FAULTY will be sent back to you.

STEP 3:

email : uksupport@madcatz.com