Our Returns Policy is really simple
When you receive your item, you must check it as soon as possible
following receipt and always before use. Please ensure that you check any CD,
DVD or Blu-ray on a second machine before returning it to us. We are not
responsible for incompatibilities caused by DVD players that have been modified
to disable regional encoding. Please ensure that a returns authorisation number
is obtained before attempting to return any items to us (please see the section
headed ??What to do to return your item to us?? below).
Your right to change your mind
We've all done it, ordered something and then realised later that it is
no longer needed. You have 14 days to cancel your order under our 14 day return
period policy, which starts on the day after you received the item. It's so
simple, please follow the steps set out below (please see the section headed
"What to do to return your item to us"). All items must be
returned unused and in the original packaging as they were in when received by
Wrong item received
We apologise if you have received the wrong item by mistake. This is not
common and we want to resolve this as quickly as possible for you. To receive a
refund or a replacement, you must return the item in the same condition you
received it and within 14 days from the day on which you received the item.
Damaged or faulty items
Please accept our apologies if you have received an item that is damaged
or faulty. We understand how frustrating this can be and want to resolve this
as quickly as possible for you. If you believe that the item is faulty, in the
first instance, please check the item (i.e. a CD, DVD or Blu-ray) on a second
machine before returning it to us and/or contact the manufacturer who may be
able to offer troubleshooting support. If the problem cannot be resolved,
please contact us. You will need to tell us exactly what the fault is and as
soon as possible after discovering the fault. Our Returns Policy for faulty
items upholds your statutory rights.
Item not received
We apologise if you have not received your item. This is not common and
we want to resolve this as quickly as possible for you. To receive a refund or
a replacement, you must inform us that you have not received your item within
21 days from the day on which you received an email from us confirming that the
item had been dispatched.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
We ask you to keep all warranty information that may accompany your item
as this may give you extra rights.
Technical support services
Please note that we are unable to provide technical support on any of
the items we supply. We request that you ensure that the item will run on your
machine before ordering as we cannot be responsible for incompatibilities with your
What to do to return your item to us
- Contact us using the ??My Account?? link in the top right of the Play.com website
- You must inform our customer service team of your order number, the item
you are returning and the reason for return. We will then provide you with a
freepost label with a unique returns authorisation number.
- Please package the item securely and include inside the package your
order number, name and address
- If you request a replacement and the product is no longer available, we
will process the refund back to the original credit/debit card used to purchase
Any item you have accepted and then return is your responsibility until
it reaches our warehouse. Please therefore ensure that you send your item back
to us using a delivery service that insures you for the value of the goods.
Returning Items Purchased as Part of a
Where you have purchased a number of items as part of a special
multi-buy discount offer (e.g. buy two items for £10 or buy one item and get
another item free) and you subsequently wish to return one of the special offer
items, if one or more of the special offer items has already been dispatched we
will ask you to return to us all items forming part of this special offer (in
the condition set out in the section headed "Your right to change your
mind" above and in accordance with the process set out in the section
headed "What to do to return your item to us" above) in order
to receive a refund. Please contact our customer services team for further
If none of the special offer items have been dispatched, then you may
cancel the order by contacting us through the "My Account" section of the website.
If you believe that one of the special offer items is faulty, please see
the section headed "Damaged or faulty items" above.
What we'll do next
All products returned to us are checked by our Returns Department. If
you are entitled to a refund then we will refund the price of your item
(including the cost of delivery). Returns are usually processed within 7
working days of receipt of a cancelled order, and at the latest within 30 days
of receipt. We will refund the original credit/debit card used to purchase the
Return of replacement goods
If an item you ordered was found to be faulty and we replaced it, you
have the right to cancel your order in respect of the replacement product
within 7 working days starting on the day after you received the replacement
item and receive a refund.
Christmas period returns policy
We don't want you to worry about anything during the Christmas holiday
period, so that you can relax and buy all your gifts before the Christmas rush.
We therefore have an extended our returns policy for Christmas ?? all items
purchased after the 31st October in any year can be returned up until the end
of January in the year immediately following the previous year.
If you are not satisfied with the way
in which we have handled the return, replacement or repair of any item, we
apologise. We want to resolve the matter. Please contact our customer service
representatives here: email@example.com