Return, Refund & Withdrawal Policy

Last updated: June 2026

This page explains our customer-friendly return and replacement practice as well as the statutory withdrawal/cancellation information for consumers. It applies to orders placed through www.citygames.wien.

1. Our customer-friendly approach

We are a small game studio. If something is damaged, missing, confusing, or not working, please contact us at comeplay@citygames.wien. We try to solve problems quickly and fairly - for example by replacing individual game parts, exchanging a product, or finding another suitable solution.

This voluntary goodwill practice is in addition to your statutory rights. It does not limit your statutory warranty, withdrawal/cancellation, or consumer rights.

2. Statutory right of withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you, or a person named by you, receive the goods. For partial deliveries, the period begins when the last goods are received.

To exercise your right of withdrawal, you must inform us by a clear statement, for example by email or post:

 

You may use the model withdrawal form below, but you do not have to.

3. Withdraw online

You can also withdraw from your contract online by email. Click the following link and send the prepared email:

Withdraw from contract / Prepare email

We will confirm receipt of your withdrawal by email.

4. Effects of withdrawal

If you withdraw from the contract, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day on which we receive your withdrawal statement.

We will generally use the same means of payment that you used for the original transaction, unless we expressly agree otherwise with you. You will not incur any additional fees for the reimbursement.

For goods, we may withhold reimbursement until we have received the goods back or until you have provided evidence that you have returned the goods, whichever is earlier.

You must send back or hand over the goods without undue delay and no later than 14 days from the day on which you inform us of your withdrawal. The deadline is met if you dispatch the goods before the 14-day period has expired.

You bear the direct cost of returning the goods.

5. Inspecting the goods and diminished value for scratched cards

You may inspect the goods as you would reasonably be able to do in a shop in order to establish their nature, characteristics, and functioning.

Our games include scratch cards and, in some cases, unlockable content. If cards are scratched, codes are used, or game components are used beyond mere inspection, the goods may lose resale value. You are only liable for diminished value where that loss in value results from handling that was not necessary for inspection. For scratched or fully played cards, the diminished value may amount to the full purchase price.

6. Damaged, wrong or incomplete delivery

If your order arrives damaged, something is missing, or you received the wrong product, please contact us as soon as possible at comeplay@citygames.wien. If helpful, please include a photo and your order number.

We will work out a fair solution, such as replacement, sending missing parts, exchange, or refund. Your statutory warranty rights remain unaffected.

7. Digital story layer and digital experiences

Our physical game packs include a supplementary digital story layer. For these normal game packs, withdrawal is generally handled as withdrawal from the physical product. However, scratching cards or using codes may lead to diminished value as described above.

Different rules may apply to purely digital content or digital experiences. If you expressly ask us to provide digital content during the 14-day cancellation period and acknowledge that you lose the cancellation right for that digital content once supply begins, the cancellation right for that digital content may expire when supply starts.

8. Purchases in shops and gifts

If you bought a City Games product in a physical shop, the return and exchange conditions of that shop apply. Still, feel free to contact us if a game part is missing or damaged - we usually help directly and simply.

For gifts, we can provide replacement or support. Refunds are generally made to the person and payment method used for the original order.

9. Additional note for UK consumers

If you are a consumer habitually resident in the United Kingdom, you also benefit from mandatory UK consumer protection rules. For distance purchases, you generally have a 14-day cancellation right. If goods are faulty, you may also have statutory remedies under the Consumer Rights Act 2015, including a short-term right to reject faulty goods within 30 days of receipt. Nothing in this policy limits rights that cannot lawfully be excluded.

Orders shipped to the United Kingdom may be subject to UK import VAT, customs duty, and carrier handling fees, payable by you on or before delivery.

10. Model withdrawal form

If you wish to withdraw from the contract, you may fill in and send us this form. Use of the form is not mandatory.

 

11. Contact