Returns, Refunds & Cancellation Policy
We hope you’re happy with your purchase from The Panic Room Online. If something isn’t right, please get in touch and we’ll do our best to help.
Changing Your Mind – Physical Products
If you purchase a physical product from us online, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason.
Once you have told us that you wish to cancel, you then have a further 14 days to return the item to us.
To arrange a return, please contact us at:
Please include your name, order number and details of the item you would like to return.
Items should be returned in a condition that allows us to resell them. You are welcome to inspect an item in the same way you reasonably would in a shop, but we may reduce the amount refunded if the item has been handled beyond what is necessary to establish its nature, characteristics and condition.
Original packaging is helpful where available, but is not required in order to exercise your statutory cancellation rights. Please ensure that returned items are packaged securely.
Unless the item is faulty, damaged or incorrect, you are responsible for the cost of returning it to us.
Certain products may be excluded from change-of-mind cancellation rights where permitted by law, including personalised or custom-made items and certain sealed products once opened.
Faulty, Damaged or Incorrect Items
If an item arrives damaged, is faulty, is not as described, or we have sent you the wrong item, please contact us as soon as possible at:
Please include your order number and, where helpful, photographs showing the problem.
If goods are faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015.
In many cases, customers have the right to reject faulty goods and receive a full refund within the first 30 days. After this period, you may be entitled to a repair or replacement and, where appropriate, a refund or price reduction.
These rights are separate from our change-of-mind returns policy and are not limited to 30 days.
Where an item is being returned because it is faulty, damaged, incorrect or not as described, we will cover the reasonable cost of returning it to us. Please contact us before returning the item so we can advise you on the most appropriate return method.
Nothing in this policy affects your statutory consumer rights.
Digital Products & Online Escape Rooms
Different cancellation rules apply to digital products, including our downloadable and online escape room experiences.
Where you have expressly agreed for digital content to be supplied immediately and acknowledged that this means giving up your 14-day cancellation right, you will normally no longer be able to cancel the purchase simply because you have changed your mind once supply of the digital content has begun.
This does not affect your statutory rights if digital content is faulty, does not work as described, or cannot reasonably be accessed as advertised.
If you experience a problem with one of our digital games, please contact us and we will work with you to resolve the issue.
Refunds
Once a return has been received and approved, your refund will be made to the original payment method.
For cancelled physical-goods orders, refunds will be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, where applicable.
Where the whole order is cancelled under your statutory cancellation rights, we will also refund the cost of our standard delivery option. If you selected a more expensive delivery service, such as express delivery, we are only required to refund the equivalent cost of our standard delivery service.
Once we have issued your refund, your bank or card provider may take additional time to show the funds in your account.
Returning an Item
Please contact us before sending a return so that we can confirm the return and provide any relevant instructions.
Agreed returns should be sent to:
C/O Online Returns
The Panic Room Gravesend
25a St Georges Centre
Gravesend
Kent
DA11 0TB
We strongly recommend obtaining proof of postage when returning an item. We cannot take responsibility for a return until it has been received by us.
Need Help?
If you have any questions about a return, refund or problem with an order, please contact us at: