We want you to be happy every time you shop with us, but if you ever need to return an item then we're here to make things as simple and straightforward as possible.
Thinking of returning an item?
To ensure the safe return of your item, please follow the steps so we can process your preferred outcome more efficiently.
Please click ‘View order history’ to access your order details, select the item you would like to return and follow the instructions at our Play.com Returns Centre.
When returning an item to us, you can choose from two different postage options:
If you have access to a printer then you can print a personalised returns label, postage paid for your convenience. This option is currently available to our UK customers only.
If you do not have access to a printer, please send the item back to the address provided during the returns process and include a copy of the original dispatch note you received with the item.
For large and expensive items, we may arrange for a courier to collect your item. In this event, we will contact you to arrange a collection time that is convenient for you.
To find out whether your item is eligible for return, please read our Returns Policy below.
Damaged during delivery, defective, incorrectly advertised or not what I ordered
You can return your purchase to us within 30 days of the date you received the item if it has been damaged during delivery, is defective, has been incorrectly advertised or isn't what you ordered. We will issue a full refund (including return postage costs) or a replacement at no additional cost. If you choose a replacement, we will dispatch it by the same delivery option you originally selected.
I want to return an unwanted item
If you no longer want your purchase and it is unused you can arrange to return it to us within seven days of receipt for a refund. Please be aware that we will not refund your postage costs, as there is no error on our part. If you use our pre-paid postage option then we will deduct the cost from your refund., For packaged media items such as video games, CDs and DVDs and Blu-rays items must be unopened.
Please Note: Incurring postage costs will not apply if you are a returning an item of clothing or sportswear that is eligible for free returns to the UK.
Returning large and/or expensive items
For large and/or expensive items, we may arrange for a courier to collect your purchase. In this event, we will contact you to arrange a collection time that is convenient for you. If there is no error on our part, we will need to deduct the cost of the service from your refund.
I want to return a PlayTrade purchase
Please be aware that we can only process returns for Play.com purchases. If you want to return an item purchased through our PlayTrade platform then you need to contact the seller directly to organise the return.
We test every return for faults and defects. Please check DVDs, Blu-rays, CDs and videogames on a second machine, and consult product manuals for electrical items before returning anything to us. If you return an item as faulty or defective and our test team discover nothing wrong then we will return the item to you at your cost.
Please note: we are not responsible for incompatibilities caused by DVD or Blu-ray players modified to disable regional encoding.
Free 30-Day returns on selected clothing and sportswear delivered to the UK
If you are not completely satisfied with your purchase, you may return it free of charge provided it is received back to us in its original condition and within 30 days of it being dispatched to you. Simply visit your account to locate your product and click on “I would like to return a Play.com item”. We’ll take care of the postage costs for you and provide you with a printable pre-paid label.
To ensure your item qualifies for a free return, please check the following criteria:
- The item was sold and dispatched by Play.com
- You’re returning the item in its original condition
- The item was sold by Play.com and was not sold via a third party seller on our Play Trade platform
- The item is being returned within 30 days and in accordance with our returns policy
- The item was originally delivered to a UK address and is being returned within the UK
- Please check the “Delivery & Returns” tab on the product details page to ensure the product is eligible for a free return.
You will not qualify for a free return if:
- You have removed the label and/or tags from the item of clothing
- You purchased the item from one of our third party sellers and not directly from Play.com
- The item has exceeded the 30 days in which it was dispatched to you
- Your item was originally delivered to an address which resides outside of the UK
- Equipment or protective wear, such as cycling helmets, goalkeeping gloves and cricket bats do not qualify for free returns