Genki Information And Policy

Returns Policy

At Genki we pride ourselves on our excellent customer relations. All our second hand merchandise has passed our stringent quality controls and has been fully play tested by our dedicated team. Brand new items are fresh from the manufacturer. You may however return any item you wish as long as you notify us within 7 working days of receiving the item, and as long as the item is in exactly the same condition that you received it, and that any shrink wrap or seals are still unopened with new items. Of course in the very rare circumstances of a manufacturing defect where the defect was unapparent before opening shrink wrap or seal, this will not apply. Please note: notification must be in writing via email, fax or letter. This is in full compliance with the Office of Fair Trading's Distance Selling Regulations (2000.) Any items that you wish to return must not have been used.

The customer will be responsible for the postage costs incurred in returning the item, unless the reason for return is negligence on behalf of Genki Video Games or rare manufacturing defect. The postage costs are those incurred by the customer in returning the item to Genki Video Games and the cost of resending a suitable replacement. Please note: if the reason for return is negligence on behalf of Genki Video Games or rare maufacturing defect, Genki Video Games will bare the costs incurred by the customer in returning the item to us and the cost of resending a suitable replacement. Please be careful to check if the game will work on your system, if in doubt please email us: Genki Video Games will not bear postage costs for items returned due to compatibility issues. Please note: hardware has a three month warranty from date of purchase.

Company policy is to endeavour and do our utmost to find a suitable replacement for the customer. Should there not be a suitable replacement available, a credit note or refund will be issued. A credit note can be used by simply contacting us with the details of your desired item. Should you have sufficient credit and the item be in stock, we will endeavour to dispatch the item the same working day. Although the Distance Selling Regulations permit 30 days to reach reach settlement, our Customer Service Charter's aim is to reach a satisfactory conclusion within 5 days. Please email us at for a returns address appropriate to your order. Alternatively please use the returns address appropriated to your invoice. But please note: prior notification of a return to our customer service team will speed up the time we can settle the issue. Please only return an item using registered mail. Genki Video Games cannot be held responsible for any returns not received by our Returns Department. Please include a brief note (ie print out of email correspondence) detailing how you wish to proceed.

Returns are a very small percentage of our total dispatches. But be assured: at Genki the customer is always king (or queen!)

Terms and Conditions

To make undiscovered gems of games deemed unfeasible for release in the West available for all to enjoy. At Genki we pride ourselves on high grade, impeccable service, fast dispatch, a vast range of quality titles and extremely competitive prices.

Language & Compatability
The vast majority of the titles we stock are imported titles from Japan, with some choice Asian and select American releases. As such the default game language will be Japanese for most of our games. Reference to the language has been made in the case of titles where it is a large part of gameplay. Furthermore import titles may not be directly compatible with your system. If you are unsure, please refer to our compatibility guide in our FAQ's. If you are still in any doubt, please email us for confirmation. Genki Video Games will not bear postage costs for items returned due to compatibility issues.

All recycled consoles come with a three month warranty. Second hand consoles are extensively playtested before being put up for sale.

Credit & Debit Cards
Genki may require confirmation of the card holders billing address to prevent credit card fraud. We will request this via email. Please respond as soon as possible. We reserve the right to deliver only to the card holders billing address. In rare circumstances we may also require proof of identity. Any information given is handled in the strictest of confidence on our secure mail server in compliance with the Data Protection Act.

Please note: prices exclude delivery charges.

Product Availability
Whilst our vast catalogue is online and successful card purchases automatically remove items from sale, on very rare occasions items may be missing in our warehouse. We will contact you immediately should this be the case. It may be advisable to check on stock availability when ordering multiple copies of the same title.

UK Customers
If your goods do not arrive within 3 days of receipt of dispatch notification, please email us should you require any assistance. Normal delivery time after dispatch one working day. After dispatch our team will email you with the tracking number for your package. All parcels can be tracked online. If you miss an attempted delivery, your parcel is most likely to be at your local post office or local depo.

Overseas Customers
If your goods do not arrive within 8 days of receipt of dispatch notification, please email us should you require any assistance. Delivery time varies greatly from country to country, but choosing the Signed For option allows our dispatches receive priority handling. After dispatch our team will email you with the tracking number for your package, if appropriate. All parcels can be tracked online. If you miss an attempted delivery, your parcel is most likely to be at your local post office or depo.

Overseas Import Duty and Taxes
While this varies from country to country, you may in some cases be required to pay import taxes and a handling fee upon receipt of your order. Please be aware of the rate of duty in your country, if applicable. Please note: all taxes and handling fees are the responsibility of the customer. There are no tax charges due nor included in our prices.

Customer Services
Genki Video Games upholds the Customer Service Charter with heart & nerve & sinew. However if you are not happy with any aspect of your order or the service you have received, we'd love to hear from you. Please feel free to contact our customer services department by e-mail at We will do our very best to reply promptly. You may also of course telephone us on (UK+44) (0)7811133366 (calls are charged at standard national or international cell rates), though sometimes an email can be helpful to allow us to fully investigate.

The terms of this contract do not affect your statutory rights as a consumer. We reserve the right to amend our terms and conditions at any time without prior notification. This site is copyright of The Pinnacle of Digital Entertainment

Security and Payment

Checkout Options
Various options are available to help facilitate payment:
Option 1: Order with credit card with payment taken by universally renowned PayPal or WorldPay. Fully secure utilizing the very latest encryption technology. Add your desired items to the cart and when finished click on the "Shopping Cart" link. Enter the shipping destination and follow the on screen prompts to be connected to PayPal or WorldPay's secure payments systems. With WorldPay as soon as your order is successfully paid for the goods are automatically removed from our inventory ensuring we always fulfill your original order. We also receive your order straight away ensuring it can be dispatched asap.
Option 2: Order by telephone.
Our dedicated sales team will be delighted to assist you in putting an order through. Please do not hesitate to call.
Option 3: Copy / Print your order
Please send us the details of your order along with how you'd like to pay. You can email it, fax it or post it to us.
There is a small chance the goods could sell out in the meantime, so please email the order first to reserve them if possible. Also please remember to use the shopping cart to calculate the correct postage.

Pay by Credit or Debit Card
We accept all major credit cards - Visa, Mastercard, Visa Delta, Switch, Solo, Visa Electron, Visa Purchasing...
There are no credit or debit card surcharges. Payment is taken through market leader WorldPay with a fully 128Bit SSL encrypted and secure server. No credit or debit card details reach or are stored with 

Pay by Cheque
We accept cheques payable in Pounds Sterling.
Please make all cheques payable to: ""
Allow 5 working days for cheques to clear, though in most cases it will clear before this. We also accept cheques from overseas, payable in Pounds Sterling.  Overseas cheques will take around 10 working days to clear. Please email for more details.

Pay by Postal Order
This is a safer alternative to sending cash through the post and is automatically insured from loss. Please make all orders payable to: "". If you are sending an International Money Order, please ensure the order has a Sterling equivalent value written on it.

We can accept payments through PayPal, however please note it is not at present linked to our stock database. Therefore whilst we endeavour to remove a game purchased through PayPal immediately, there is a slim chance it may have sold out. Just follow the links from the shopping cart to complete a PayPal payment...

Direct Money Transfer
You can wire money directly to our bank account. Your local bank or post office will provide you with full details. A money transfer may incur a handling charge at both ends. Please be aware that all costs must be met by the customer. Please request our bank details when placing your order. We can let you know the Iban number and Bic code which can substantially reduce the costs in certain countries. If you email us once you have made the transfer, it will speed up dispatch of your order.
Another method of wiring money is through a Western Union transfer. It is very quick, though the costs may be slightly higher than a bank transfer depending on the amount sent.

Please only send Pounds Sterling, or the equivalent in Euro's, via registered mail with sufficient insurance to cover it should it not be delivered. cannot be held responsible for any missing monies sent through the mail.

If there is another payment method you would like to use then please email us at and we will tell you if we can accept it.

The Small Print
Due to the high incidence of credit card fraud, we regret we cannot accept credit card orders to Nigeria. We may also require additional security information from credit card customers based in Romania, Indonesia and Malaysia. Genki Video Games would like to apologise in advance for any inconvenience that may be caused to customers residing in those countries. However credit card fraud will not be tolerated and will result in notification of the fraud squad.

Privacy Policy

Genki Video Games are committed to protecting your privacy.

Collection & Use of Information
When you order we require you to give your name and delivery address so that we can send your order out to you. We also require an email address so that you can receive confirmation a payment has been made and confirmation of dispatch. Providing an email address also allows us to contact you if necessary regarding your order. If we haven't heard from you via email after a couple of days we will telephone you (UK only.) It is therefore very helpful if you are able to leave a telephone number.
If you enter a competition or promotional feature, we will ask for your name, address and e-mail address so we can administer the contest and notify winners. We may send you emails from regarding new hardware releases, new additions to our vast stock of games, special offers, games in highlight promoting relatively unknown classics, formats in focus to reveal hidden gems of consoles as well as further features and more competitions. If you would rather not receive this information, please send an email to

Protection of Customer Information
When you place an order, we use PayPal and WorldPay's secure servers. The secure server software (SSL) encrypts all information you input before it is sent to us, and PayPal/WorldPay. only receives the information necessary to complete your order. As such we do not handle any credit card details, accept where the details have been supplied directly by the customer. We do not store any credit card information.
Furthermore we follow strict security procedures in the storage of your order information in compliance with the UK Data Protection Acts of 1984 and 1998 to ensure your data is never compromised.

Disclosure of Information
Genki Video Games does not supply your order information to third parties.

Privacy Policy Contact
If you have any queries with regard to our privacy policy, please feel free to contact us at

About Genki

Genki Video Games Team has been on the import scene a long time enjoying many fine import-only titles through the humble 8bit, golden 16bit, exciting 32bit and mass market Next Generation era's. Japan remains undoubtedly the number one games market in the world in terms of size: often treated to superior service than the West. While region protection and varying release schedules still exist, Genki can be relied on to ensure East and West do meet. And what a collision it can be.
Along with the latest releases generating vast queues around Akihabara in Tokyo, we stock a vast back catalogue of titles here at Genki. Whilst ushering in the new and silky technology, there are too many classic titles unknown in the West due to insufficient press coverage or the system dying an early death. Genki feels great pride as a company at bringing the joy and delight of these titles to unexpecting gamers. Gameplay is the golden thread running through our classic collection. Crystal pure gameplay. was founded to bring more more exposure to the delightful Japanese exclusive titles that don't make it to the West. In a global world influences from other cultures cross pollinate across the internet and growing exposure to manga, anime and Akiba culture has meant bringing out Japanese games in Western markets is much more feasible. The situation has improved, but going back over the last decade we can see countless examples of fine games not being released outside Japan, particularly on machines that excelled in Japan such as the PC Engine and Saturn.

Genki launched properly on seven eleven (7th of November) 2005 (though we have no connection to the convenience store...) Genki generally means "fine", and is frequently used to ask "How are you?" In Japan. The language translation software often brings this out as "Is it vigorous?" which is slightly more vague in the English language.... Luckily certain members of the Genki team speak Japanese allowing us to avoid disturbing the harmony too much with our gruff Western ways on buying trips to Japan. And it also lets us get hold of titles not commonly available - but we always base our price on what we have paid for the game and not what we could potentially sell it for. Hopefully in doing so we are making import gaming less exclusive.

The beauty of the import market is the vast variety of genres and systems it has. Whilst there will always be the big titles on each system such as Taromaru, Crows and Dungeons and Dragons on the Saturn, or Kaze Kiri, Steam Hearts and Sapphire on the PC Engine, we get requests for train sims, pachinko titles, anime-themed Famicom games, a bomb diffusing game on the PSX, war sims... Of course our staple market is the shoot 'em up and fighting title with liberal lashings of platformers. But the real beauty lies in the diversity of titles out there. Such requests are always welcome through our "Request A Product" facility - it often alerts us to brilliant titles we may have missed and hopefully ends with another very satisfied customer...

Genki realises what a closely knit community the import scene is lucky enough to have. As such we aim to provide solid advice, impeccable service and shinkansen speed dispatch. Here for the long haul, we hope you'll enjoy the ride. - The Future is now.

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