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Faulty product

It's an unfortunate fact of life that no matter how good a manufacturer is they'll occasionally produce a faulty product. If your product has a fault when you get it or it develops a fault within the first 7 working days after delivery it will be replaced or refunded including delivery. There are no collection or re-delivery charges to pay.

After 7 working days faulty products are processed as per the manufacturers warranty policy and procedure. This doesn't mean you're on your own, we'll be here to smooth the way.

How to return a faulty product:
Step 1 - Establish if the product is faulty
We've found the best way to do this is for you to speak to the manufacturers support team directly. Some suppliers will send a replacement directly to you. They've got the expertise in their products to diagnose a fault quickly. Our experience has taught us manufacturers prefer to talk directly to the person with the suspected faulty product. The manufacturers have introduced this approach in order to reduce the number of product returns that turn out to be not faulty but simply a users error or misunderstanding. Our manufacturer contact list has all the details of who to speak to establish if your product is faulty.

Step 2 - If the manufacturer agrees there's a fault
Follow their instructions and make a note of any reference numbers they may give you. If they want you to get back in touch with us, we need you to Contact us and include any reference numbers from the manufacturer.

Step 3 - We process the return
We'll contact you if we need any further information before authorising the return. If we have everything we need we'll supply you with an RMA (Returned Merchandise Authorisation) number. If the product has been reported faulty within 7 working days, we will arrange to collect it at a mutually convenient time. There's no charge for collection of products reported faulty within 7 working days.

If it's after 7 working days it needs to be returned at your own expense. We recommend you send your package by registered post or courier with sufficient insurance to cover the value of the goods. We cannot accept any liability for goods that are damaged in transit.

Step 4 - We send out a replacement
There's no re-delivery charge to send out a replacement product. If a replacement is out of stock or unavailable we'll organise a refund including your original delivery charge.

General notes on returning faulty product
Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Packages that arrive without a valid RMA number will be rejected or returned.

Please ensure that the RMA number is clearly visible on the outside of the packaging.

Make sure you package the product well. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.

We endeavour to arrange all returns within 3 working.

Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described they will be rejected.

Unwanted product

If you're a consumer customer you can return your product within 7 working days after you receive it, in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 7 working days of receipt. You'll receive a refund providing your product has not been used or installed.

If you're a business customer or have had your product longer than 7 working days we do not usually accept a return. We'll try to help out when we can but some products have a limited resale potential so we don't always offer a refund. We may not offer to refund the full purchase price, but if we do reduce the refunded amount we will only ever take a maximum of 30% off the refund. All refunds of this nature will be subject to a £10 fee. The Distance Selling Regulations (DSR) do not apply to business customers.

In all instances your product needs to be complete and in 'as new' condition e.g. if you have opened the box to examine the product you need to have done so without damaging or marking the product or packaging. It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it.

Pre-recorded videotapes, DVDs, CDs, minidisc, memory cards and software need to be still sealed. Any 'free gifts' received with the product also need to be returned.

If you want an exchange, the conditions above still apply. When you've returned your product, we'll ask you to place a fresh order and then issue a refund for your first order

How to return an unwanted product:
Step 1 - Please Contact us to give us the details of the item you'd like to return.

Step 2 - We process the return
We'll contact you if we need any further information before authorising the return. If we have everything we need we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Step 3 - Repackage your product
Use the original packaging if possible and label the package with our RMA number and returns address: Rapid Despatch 12 Collegiate Crescent, Sheffield, S10 2BA

Step 4 - Send it to us
Unwanted goods need to be returned at your own expense. We recommend you send your package by registered post or courier with sufficient insurance to cover the value of the goods. We cannot accept any liability for goods that are damaged in transit. If you would like us to collect the goods from you a charge will be made depending on the size of the product. (Minimum £15)

Step 5 - We'll then process a refund
If you're a consumer customer and you return your product within 7 working days after you receive it. You'll receive a refund providing your product has not been used or installed.

If you're a business customer or have had your product longer than 7 working days we do not usually accept a return. We'll try to help out when we can but some products have a limited resale potential so we don't always offer a refund. We may not offer to refund the full purchase price, but if we do reduce the refunded amount we will only ever take a maximum of 30% off the refund. All refunds of this nature will be subject to a £10 fee.

Your product will be inspected when it arrives with us and if everything is OK we'll process a refund to paypal within 30 days.

General notes on returning an unwanted product
Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Packages that arrive without a valid RMA number will be rejected or returned.

Please ensure that the RMA number is clearly visible on the outside of the packaging.

Make sure you package the product well. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.

We endeavour to arrange all returns within 3 working days of the returns form being submitted to us.

Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described they will be rejected.

Incomplete or damaged in transit product

It doesn't happen very often, but sometimes when a product is unpacked it's clearly damaged or has something missing. If you Contact us within 3 working days of receiving your product a quick replacement can usually be arranged.

After 3 working days the product is classed as faulty and you'll need to follow our faulty product guidelines.

Returning an incomplete or damaged in transit product:
Step 1 - If you Contact us within 3 working days of receiving your product a quick replacement can usually be arranged. (After 3 working days the product is classed as faulty and you'll need to follow our returning a faulty product guidelines).

Step 2 - We process the return and collect the product
We'll contact you if we need any further information before authorising the return. If we have everything we need we'll supply you with an RMA (Returned Merchandise Authorisation) number and collect the product at a mutually convenient time and at no cost to you.

Step 3 - We send out a replacement
The next step is to arrange for a replacement product to be shipped to you, again at no cost to you. If a replacement is out of stock or unavailable we'll organise a refund including your original delivery charge.

General notes on returning an incomplete or damaged in transit product:
Before you return any product, the return will need to be authorised. When we authorise a return we'll supply you with an RMA (Returned Merchandise Authorisation) number.

Packages that arrive without a valid RMA number will be rejected or returned.

Please ensure that the RMA number is clearly visible on the outside of the packaging.

Make sure you package the product well. We cannot accept liability for any goods damaged in transit and a replacement or refund will not be offered.

We endeavour to arrange all returns within 3 working days of the returns form being submitted to us.

Products are inspected and tested when they arrive at our returns department. If they are found not to be faulty or are not as described they will be rejected.