I have received a faulty product, what should I do?

Apologies for the inconvenience caused. On rare occasions an item might not work or may get damaged in transit. If a package shows indication of damage, do not sign for the item without verifying the contents are intact. Please note that you must inform us about damaged or faulty goods within 5 days of receipt. WinMonkey cannot accept responsibility for damaged or faulty goods once 5 days have lapsed. If you notify us within this time, we will aim is to solve your problem as quickly as possible.

It can sometimes be useful to check the manufacturer’s website or call their helpline – many of the most common problems are easily solved without having to return the product.

In the event that the product you received is faulty, please contact us at returns@winmonkey.co.uk and we’ll tell you what to do next. Please, let us know the product and the serial number of the product, as this helps us to deal with your problem more quickly.

We work with a range of different suppliers who are happy to help identify any problems and to replace faulty items, if necessary.

Please don’t send the item back to us without contacting us – this could result in a delay between return of your item and a replacement being despatched. If your product does need replacing, we’ll contact you and let you know what to do.

Can I get a cash refund if I return the prize?

No, we do not refund unwanted prizes. Were sure you will be over the moon with your winmonkey prize but if not we suggest ebay.

Can I withdraw my entry once I have entered/played?

No, once you click accept the Monkey Nuts are withdrawn from your account and you are entered into the competition. If you quit through the menu during play, your last score, before you quit will be recorded for your competition entry. Closing your browser during game play will result in a score of zero. If your game is not going very well its best to carry on playing and submit the best score possible rather than quitting. All games are recorded during play for our audit purposes. This helps us ensure our fairness policy.