LAST UPDATE: 10/02/2017

SHIPPING POLICY

PLAYe aims to deliver your order within 1-3 days of placing the order. In the event of any changes to your order, we will update you via email. PLAYe is not liable for delays in delivery.

    • Delivery services are available from Monday to Saturday.
  • Delivery options:
  • Same Day Delivery ($12) – order must be placed before 11am
  • Next Day Delivery ($7)
  • Special items may take up to 3 working days to be delivered.
  • Pre-ordered items will be dispatched as soon as they are officially released.
  • Please note that these are the prevailing shipping charges at the time of writing and may be subject to changes.
  • Items purchased within the same transaction, but scheduled for delivery on different days (i.e. if your order contains both pre-order and currently available items), will incur separate delivery charges.
  • RETURN POLICY

    Our return policy allows for the return of physical goods with a full refund provided, subject to the following terms (unless otherwise specified in the product descriptions on the PLAYe App and/or Web stores):  

    • In the case of damaged goods, you must notify PLAYe within 24 hours of receiving the delivery or collecting the item from your selected PLAYe pick-up point;
    • You may return undamaged goods within 3 days of the date they are delivered or collected from your selected PLAYe pick-up point;
    • The goods must be in new condition and returned in the original, unopened packaging along with all accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with them;
    • You must have a valid reason for returning the item;
    • You must provide proof of purchase (order number, delivery note, bank statement);
    • The product must not have been used or installed or had any data inputted;
    • All sealed items must not be opened. PLAYe reserves the right to reject the returns of some items due to logistical, hygiene, or other reasonable concerns. Please note that in some cases, we may be forced to refer to your product’s official warranty provider instead of processing a return for you.

    If your return meets all the requirements above and you wish to proceed with the return, please email our Customer Service team at support@play-e.com:

    • Our customer service agent will verify the reason for return and arrange a return pick-up for you;
    • We will conduct an evaluation within 3 working days of receiving your returned items;
    • If your return is valid, we will notify you and reimburse you with a refund via the same payment method you used to make the purchase, or through bank transfer;
    • If your return is not valid, we will notify you and send the item back to you.

    CANCELLATIONS POLICY

    PLAYe accepts order cancellations on a case-by-case basis. We will be unable to retrieve your order once it has been cancelled. Once your order has been successfully cancelled, you will receive an email notification from us. Digital product orders are strictly not cancellable.


    Delivery Orders

    • If the item(s) in your order has already been handed over to our logistics partner for delivery, we will be unable to proceed with your cancellation request and we will inform you accordingly. You may be advised to initiate a Return process instead.
    • Provided that your order has not been shipped out by our logistics partner, we will initiate a full refund to you within 5-7 working days upon the cancellation of your order.
    • Please note that the full refund cycle may take longer than 5-7 working days, as it is subject to the respective payment channels’ existing cancellation policies.
    • If you are cancelling your order partially (i.e. not all items within your order), we will be unable to refund the shipping fee to you.

    Store Pick-up Orders

    • If your order has already been collected from your selected PLAYe pick-up point, we will be unable to proceed with your cancellation request. You may be advised to initiate a Return process instead.
    • Provided that your order has not been collected from your selected PLAYe pick-up point, we will initiate a full refund to you within 5-7 working days upon the cancellation of your order.
    • Please note that the full refund cycle may take longer than 5-7 working days, as it is subject to the respective payment channels’ existing cancellation policies.

    REFUNDS POLICY

    PLAYe does not provide refunds in cash under any circumstances. Digital product orders are strictly non-refundable.


    • All refunds are conditional upon a successful order cancellation or our acceptance of a valid return of goods.
    • All refunds shall be made via the original payment mechanism and to the person who made the original payment, except in exceptional cases where refunds will be made via bank transfer into the individual’s bank account, provided that complete and accurate bank account details are provided to us.
    • Where any third party payment systems (e.g. PayPal) are utilised, any refunds will where applicable be subject to the terms and conditions of such third party payment systems and will be at their discretion.
    • We offer no guarantee of any nature for the timeliness of the refunds reaching the Customer’s account. The processing of payment may take time and it is subject to the respective banks and/or payment provider internal processing timeline.  

    Refunds Process for Bank Transfers and eNETs

    • The refund process will be initiated by a PLAYe Customer Service agent via email within 5 – 7 working days of a successful order cancellation or return of goods.
    • You will be required to provide your bank details to our Customer Service agent for the refund to be processed;
    • If we have not received your bank details after 10 days from the date that the refund process was initiated, an email reminder will be sent to you;
    • If we have not received your bank details after 20 days from the date that the refund process was initiated, a second email reminder will be sent to you;
    • If we have not received your bank details after 30 days from the date that the refund process was initiated, a final email reminder will be sent to you;
    • If your bank details have not been provided to us after 33 days from the date that the refund process was initiated, our Customer Service agent will perform a refund into your PLAYe Wallet, regardless of the original payment mode that was used.