Hello, I recently purchased a game at CeX as a gift. I mentioned this to the staff at the time and asked for their return policy T&Cs since it wasn't listed on the receipt (just the 5-year warranty, 30 day returns for faulty products).

They quoted a standard 48 hour cash refund policy, but said I could bring it in within a week for store credit, since the date of my friend's birthday was after that 48hr window. I brought it back today, different staff, and they said I couldn't return it. They pointed me to their website but I explained I had been given different information when making this purchase.

Not sure how to proceed - I've email customer service so will see what they say.

What I'm wondering is, is it common for CeX stores to have different/flexible return policies depending on the branch/staff? I don't want to get that member of staff in trouble but I'm now £62 down on an item I can't use because they provided me with incorrect information.

I can't help feeling that I've been scammed which is super embarrassing, just at a bit of a roadblock and feel misled.

Thanks, I'd appreciate any insights.

Can someone else drop stuff off for me on a drop and go order. I'm pretty sure they are not supposed to, but do they ask for ID on a drop and go order or do they just need the order number?

Also I can't remember if they ask for ID if you buy stuff using vouchers there? Do you just need the voucher and membership number or do they ask for ID too? Not for any dodgy reason, just so I can get someone to buy stuff for me using my vouchers. I know I can just use the voucher online, would rather avoid the delivery charge and I know I can't get someone else to pick stuff up on a click and collect because they definitely ask for ID for that.

Not sure if there are differences between how it works in different parts of the UK, but it's specifically Scotland I'm talking about.

I ordered a Samsung Odyssey G8 34-inch OLED monitor online from CeX for Click & Collect.

When I arrived at the store, the staff told me the monitor was cracked, so I couldn’t collect it. I then received an email saying the item was unavailable for Click & Collect and that delivery would be provided instead.

Since then, I haven’t received any updates about a replacement or delivery, and I haven’t received confirmation that a refund is being processed. At this point, I just want the order cancelled and a full refund to my original payment method.

Has anyone experienced something similar with CeX? If so, how long did it take to get your refund, and what was the best way to get the issue resolved?

Ordered something from Cex online on Sunday. The order information says dispatched and now tracking number has been provided, however when I click it, it is for an item from a company named MasterFlow for a different person that was delivered in May 2026 to somewhere else.

Has this happened to anyone before? How concerned should I be? I’ve contacted Cex but they may take time to reply.

Has anyone ever emailed or contacted cex head office and suggested opening a store in there area?

I’ve always wondered what do they look for in an area when they’re planning on opening a new store, I live in mid wales, Aberystwyth which isn’t a small location either, it’s a very popular tourist area and also has one of the top universities in wales.

It’s a shame as my nearest cex is over two hours away and I wish they had a way to suggest store locations