Refund policy

At GY Gaming Black Label, we provide a premium service for the dedicated collector community. Our policies ensure that every masterpiece in our archive—from Azur Lane scales to Bunny Style 1/4 figures—is handled with the precision and security it deserves.

1. Age & Identity Verification (AVP & OneID)

To comply with UK regulations regarding adult-themed collectibles, we operate a strict age verification protocol.

AVP (Age Verification Provider): All orders are subject to age verification to ensure compliance with the UK Online Safety Act.
OneID® Technology: We utilise OneID to offer a secure, document-free verification process. This allows you to verify your identity instantly using your bank-verified credentials.
Compliance: Orders that fail the AVP or OneID verification process will be cancelled and refunded in full.

2. Pre-Order & Deposit Terms

To secure limited-edition allocations from our global manufacturers, GY Gaming Black Label operates a non-refundable deposit system.

The 10% Deposit: To reserve a masterpiece, a 10% Non-Refundable Deposit (NRD) is required at the time of order. This fee secures your specific allocation and covers our administrative commitments to the supplier.
30-Day Full Payment: Full payment of the remaining 90% balance is required 30 days prior to the scheduled release or shipping date. This ensures your item is prioritised and secured within our final supplier procurement window.
Cancellations: If you choose to cancel your pre-order at any stage, the 10% Non-Refundable Deposit will be retained. Any additional balance payments made toward the item (the remaining 90%) will be refunded to your original payment method.

3. Statutory Right to Cancel (UK Law)

In accordance with the UK Consumer Rights Act, you have 14 days from the date of delivery to notify us of your intent to return a physical item.

The Sealed Integrity Rule: Returns for a "Change of Mind" are only accepted if the item remains in its original, unopened, and factory-sealed packaging.
Tamper Evidence: We cannot accept returns if the manufacturer’s tape, heat-shrink seal, or outer security seals have been broken. Once opened, the item is no longer "Mint in Box" and cannot be returned.

4. Damaged or Faulty Items

Every item is inspected to our "Black Label" standard before dispatch.

48-Hour Reporting: You must notify our concierge team within 48 hours of delivery if an item arrives with significant transit damage or a manufacturing defect.
Evidence Required: We require high-resolution photographs of the shipping carton, the product box, and the specific defect.
Resolution: Verified faults will be eligible for a pre-paid return and a full refund or replacement (subject to availability).

5. Payment & Refunds (Bankful Gateway)

All transactions are secured and processed via the Bankful (Bank 4) gateway.

Refund Issuance: Once a return or cancellation is approved, your refund (minus the 10% NRD where applicable) is initiated immediately in £ (GBP).
Processing Times: Please allow 3–7 working days for the credit to appear in your account, depending on your bank's protocols.

6. In-Store Collection (Click & Collect)

We offer a discreet collection service from our dedicated shop location.

Secure Inventory: Our Black Label range is held in a private, secure inventory and is not displayed on the general retail floor.
Verification: To collect your order, you must present your Order Confirmation and a Photo ID that matches the name on the order. Our team will verify your identity via our OneID protocol at the point of collection.

7. How to Initiate a Return & Address

To ensure the safety of your return, all requests must be authorised before shipping.

RMA Number: We will provide you with a Return Merchandise Authorisation (RMA) number.
Address: J Training Ltd Office 8 (Unit 6 & 7) Henfield Business Park Shoreham Road Henfield, BN5 9SL United Kingdom Please do not send items back without prior authorisation.
Shipping: Return shipping for "Change of Mind" is the responsibility of the customer. We recommend using a tracked and insured service.