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Returns Policy

If you change your mind about your purchase we are happy to accept it back unopened within 7 days of receipt for a full refund. Your item must be un-opened, unused and in re-saleable condition. Any wrapping or seal originally in place must be intact.

Please package your item up securely and send to our returns address below with the following information enclosed:

Customer Name:
E-Mail Address: (please use the e-mail address used for purchase on your Play.com account)
Order Number:
Item Purchased:

Reason for return: (if faulty please be as a specific about the problem as possible)

ShopTo - Play Returns
Unit 2 The Western Centre
Western Road
RG12 1RW

You will be required to return the item at your own expense and we recommend using an insured service such as Royal Mail Recorded Delivery. Unfortunately we cannot be responsible for any loss in transit to us and will not be able to process a refund on goods not received back.

Faulty Items

If you believe your item is faulty we ask that you first contact the manufacturer for assistance. Details on how to contact the manufacturer can usually be found with the manual that comes with the product. The manufacturer will be able to offer the best possible advice to help you get your product working and diagnose if it is actually faulty.

If your item is diagnosed as faulty you may return it to us within 12 months from the date of purchase for a replacement or a refund should the product no longer be available. Please note we require items to be returned complete - e.g. If needing to return a headset back to us, any accompanying wires would also need to be returned.

Please note we can only accept a faulty return if your item is returned complete, including all the original manufacturers packaging if possible, so please do not throw this away upon purchase. When returning a good please be as specific as possible about the fault on the returns so our test centre can attempt to replicate it. Please make sure the item is wrapped securely to avoid damage.

We are also only able to accept returns of products with an inherent fault and not items that are no longer operating due to neglect or othermeans of damage - ex. disc scratching caused by hardware.

For faulty hardware & other large items please contact us on 0844 318 1328 to arrange a collection - please have your account and orders details to hand.


We do test every single return and if a returned product is found not to be faulty by our ShopTo returns team unfortunately we will have to return the item to you. To prevent this please explore every possible avenue to try and get your product operating as it should be before returning and contact the manufacturer for assistance to verify there is a fault.

Damaged Goods

If your item arrives in the post damaged please contact us immediately. If it's a minor problem such a broken video game case we may be able to replace this directly for you to prevent taking the entire product back.

If you do need to return a damaged product we will require the original packaging the item arrived damaged in in order to claim for the damage so please retain this.

Processing Time

We aim to process returns within 72 hours of receipt when possible. Unfortunately during busy periods such as major game releases and Christmas this can take longer. Please allow up to 7 working days for  your return to be processed. You will be automatically notified via  e-mail when your return has been processed.