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Returns
How to return a product?
Fill out the online return form and provide us with the product. In the next steps, we'll show you how easy it is!
1. Submit a return request
You have 14 days from when you receive your order to report a return.
2. Ship the package
You have 14 days to do this. Check how to prepare the product for return.
3. We refund your money
As soon as we receive the package with your return, we will inform you. You will receive your refund within 7 working days.
Return Policy - Shoplay
At Shoplay, customer satisfaction is our priority. We understand that in some instances, a purchased product may not meet your expectations. Below, we outline our return process, which allows our customers to make returns in an easy and convenient manner.
Right to Return
Customers have the right to cancel their purchase contract within 14 calendar days from the day they receive the product, without providing any reason.
Changed Your Mind?
If you have changed your mind about a product you've purchased from us and wish to return it, no worries. You may cancel your order at any time before the product has been delivered. In accordance with the Consumer Contract Regulations, you have a 14-day cooling-off period from the day you receive the item to return it in an 'as new' and unused condition.
How to Make a Return
Return Form: Fill out the return form available on our website at www.shoplay.co.uk/returns/return-form. This form is essential for processing your return.
Return Conditions: The product must be returned in its original, undamaged condition, with all original packaging, tags, and accessories.
Damaged in Transit: If an item is damaged during shipping, please report it to us within 7 working days. The item should be returned in its original packaging, complete with all accessories and documentation. If the original packaging is no longer usable, ensure the item is packaged appropriately to prevent further damage during transit.
Upon verification of the damage, we will offer a replacement or a full refund to your original payment method.
Faulty Items Upon Arrival: If your item is faulty upon arrival, please inform us within 30 days for a full refund. The item should be returned in its original packaging. After verifying the fault, we will offer a replacement or a full refund.
Return Costs: The customer covers the return costs. Please send returns to: Flat 6 Vantage House, Little Victoria Street, RG21 3FF Basingstoke, United Kingdom.
Product Condition Assessment: Upon receiving the product, we will conduct an assessment to ensure it meets the return conditions.
Refund: A refund will be issued within 7 working days after a positive verification of the product's condition, using the same payment method used for purchase.
Exceptions to the Right of Return
Unfortunately, we cannot accept returns of personalized products, custom-built computers, or software for which licenses have been purchased (e.g., antivirus, operating systems) once access to them has been provided to the buyer.
Need Help?
If you have any questions or concerns regarding the return process, our customer service team is here to help. Please contact us at customerservice@shoplay.co.uk.
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How can I check the status of my order?You can check the status of your order by logging into your account – under the "Your Orders" section. We also inform you about each stage via email.
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Where can I find the invoice?The electronic invoice is attached to the email notification about the shipment of the goods. The traditional invoice is included in the package with the goods.
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Is the item I selected available?The availability of products in our warehouse can be verified directly on our website. Detailed information is available on the page of each selected product. However, should there be any stock shortages of the product you have purchased, you will receive an email notification detailing the situation and offering the following solutions: A refund of your payment. An update on the potential availability date of the product, allowing you to decide whether you wish to wait or prefer a refund. Notification of the product's permanent unavailability, in which case the refund will be processed automatically. If there is no response to the email within 5 business days, Shoplay will automatically process the refund and send a confirmation via email.
I'm considering making a purchase.
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How can I check the status of my order?You can check the status of your order by logging into your account – under the "Your Orders" section. We also inform you about each stage via email.
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Where can I find the invoice?The electronic invoice is attached to the email notification about the shipment of the goods. The traditional invoice is included in the package with the goods.
-
Is the item I selected available?The availability of products in our warehouse can be verified directly on our website. Detailed information is available on the page of each selected product. However, should there be any stock shortages of the product you have purchased, you will receive an email notification detailing the situation and offering the following solutions: A refund of your payment. An update on the potential availability date of the product, allowing you to decide whether you wish to wait or prefer a refund. Notification of the product's permanent unavailability, in which case the refund will be processed automatically. If there is no response to the email within 5 business days, Shoplay will automatically process the refund and send a confirmation via email.