This section outlines how we calculate and process refunds.
When you send your item back to us, within 3-5 days of receipt we will process the returned item and send you an email to confirm payment back to the credit card or debit card you originally paid with.
You can also view completed returns and refunds on your Order History page in My Account.
Damaged during delivery, defective, incorrectly advertised or not what I ordered
If you are returning an item because of an error on our part, we will refund your return delivery charges either via our pre-paid postage option or by refunding your return postage costs upon receipt of the return.
I want to return an unwanted item
The Distance Selling Regulations allow you to withdraw from any purchase made from us at any time 7 working days after the date you receive the item.
If you want to return an unwanted purchase and it remains unopened and unused, as there is no error on our part we will refund the purchase but we will not refund your delivery costs, unless you have purchased an item of clothing or sportswear which is eligible for free returns to the UK. If you choose our pre-paid postage option then we will deduct postage costs from your refund, as per our delivery rates for returned items.
Please be aware that the following goods are excluded from the right to cancel:
- Goods made to specification or otherwise personalised
- Unsealed optical media, such as DVDs, CDs, Blu-rays, video games and computer software
- Leisure services or other activities in the form of vouchers that have expired
- Used hard drives
- Swimwear (If the hygiene label has been removed)
- Pierced jewellery
- Gift vouchers
- Digital downloads
Other non-refundable products include: gift vouchers and digital downloads.
I want to return a PlayTrade purchase
Please be aware Play.com cannot process refunds for purchases made through our PlayTrade platform. You will need to contact the seller directly to organise the return of the item and your preferred outcome.
Delivery rates for returned items
If you return an item to us using our pre-paid postage option and the reason for the return is not an error on our part, we will deduct the cost of return delivery from your refund. Please see the table below to calculate the amount we will deduct from your refund.
Postage rate (in GBP)
DVDs/ Blu-rays/ CDs/ Video Games
Free up to a max of £2.72
Under 1kg: Sports and Outdoors items/ Electronics items/ Mobile items/ Computer items/ Gadgets/ Toys
Over 1kg: Sports and Outdoors items/ Electronics items/ Mobile items/ Computer items/ Gadgets/ Toys