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If MacNeil need to contact you to verify information, we will hold your order until we can reach you, our only method of contacting you is via your e-mail address on your play.com account. 

For authorized orders placed with us 
before 14.00hrs Monday-Friday, we aim for 90% of orders to be prepared, picked and packed, ready for dispatch the same day. For orders placed after 14.00hrs, we will try our best to ship the same day, but they may be picked next working day.

  • Small light goods will be dispatched using Royal Mail Second Class (3-5 working days).
  • Larger products by ParcelForce, which will require a signature on delivery. (Next Day Delivery)

Returns/Refund Policy

Please check at the time of delivery that your order is correct. The product carton should be sealed and unopened.

If you are unhappy with the state of delivery, please do not accept it, or give a signature, and ask the delivery agent to return the products to us. You should then contact us by telephone.

If you are not satisfied with your goods for any reason, you have the right to cancel your order within 14 days from the date of delivery for credit or refund provided that you return the goods as sold in pristine condition in their unopened original packaging with all components and accessories.

Goods must be complete, unused, and in as new condition; for example, if you have opened the box to examine the product it must have been done so without damaging the box and packaging or damaging the product in any way and must be repackaged as received.

You must notify us of your intention to return the goods by calling our Sales and Support Team within 14 days from the date of delivery.

All goods supplied are covered by the terms and conditions of the manufacturers guarantee for a minimum period of 12 months.This guarantee specifically excludes faults caused by accident, neglect, misuse or normal wear and tear.

In addition, routine maintenance (cleaning of dirty audio/video heads etc), consumables (plug fuses, cables, batteries, ink cartridges etc.),cosmetic damage and tuning of channels are not covered.

If the goods are being used in a non domestic environment, e.g. a place of work, the manufacturer may not offer any guarantee.

If you take delivery of a product from MacNeil, and the contents have been damaged in transit, please advise us immediately and we will arrange, wherever possible, collection/exchange within 5 working days.

In the unlikely event that you have a faulty product upon receipt, or within 28 days of delivery, we will offer you a choice of a replacement or refund. For the remaining part of the warranty, we will normally offer to repair or replace the product.Should you wish to report a faulty item, please contact or Sales/Support Team.

If we have sent you a product that you did not order please call our Sales and Support Team as soon as possible to resolve the issue.

Contact our Sales/Support team on the following:

Tel: 01434 32 32 32 (Monday-Friday 8.30am - 5.30pm) 
Fax: 01434 32 32 39
E-mail: play@macneilproducts.com