The following section complements (supersedes where applicable) our refunds and returns section 6 of our Terms and Condition of Sales.
Playasia Physical Goods Returns & Exchange
Playasia values you as a customer and honors our business transaction, aiming to provide you excellent services and qualified products. We do provide a “No Questions Asked Return Policy” for casual returns (Refer to Section A) and concrete guidelines for damaged product returns (Refer to Section B).
Due to international shipping regulations and a diverse product portfolio, our returns and exchange policy will strictly follow the guidelines below.
A) Casual Returns
We do understand impulse buying may always happen due to promotions and discounts and as a consequence, Playasia provides a casual returns policy to enable you to shop with confidence.
A "casual" return is any return of an item that is fit for the purpose of reselling and is solely returned based on the buyer's discretion. All the items that fall under casual return must be unused and in their original packaging with manufacturer seal intact, including all manuals, cabling, and accessories in a saleable condition.
We are afraid that we do NOT accept the casual returns of:
1. Digital Items / Digital downloads
2. Any opened CDs, DVDs, Blu-ray and Games
3. Any perishable products (E.g. Food & Drinks, Periodic Magazines)
4. Any personalized products (E.g. Shavers & Headphones) that have been opened or tested
5. Any product that shows obvious signs of use
6. Any pre-owned products
7. Any product that was sold as part of a bundle, unless the bundle is returned
8. Any product that was listed on our webpage with the disclaimer: "Once bought, this item cannot be canceled or returned"
You are suggested to raise your return requests within 21 days after the order shipped. Casual returns may be subject to a restocking fee of up to 50% depending on the types of items and the condition in which it is returned. For more details about return postage and restocking fee, please refer to Playasia Refunds &
Compensation Policy – Section A.
B) Damaged/Defective Product Returns
Playasia.com offers a 6-month warranty on electronics product purchases and a 45-day warranty on other products purchased from Playasia.com with defects. All the items must be in the original packaging, including all manuals, cabling, and accessories in a saleable condition.
Note: Damages because of shipping are not covered by our warranty and unfortunately is not accepted for returns or refunds.
Digital photographs or videos of an item showing the damage or faulty parts of the product itself are required as well as a detailed description; any additional information may help facilitate our verifying process.
We are afraid that we do NOT accept the damaged /defective product returns if:
1. The defects/faulty parts do not match with your descriptions
2. A similar level of minor damage to the product packaging occurred as the images shown below:
Playasia can 100% guarantee our product shipped in a proper condition. In some instances, the original packaging may be damaged during transport as above images show; in this case, you should NOT open the parcels and a digital photograph should be taken as proof of damage to the outer packaging. With this evidence, you are advised to claim compensation from the courier service.
You are suggested to raise your concern within the 10 days from the time the order is received. Damaged /Defective returns may be subject to a handling charge of up to 30%. For more details about return postage and handling charges, please refer to Playasia.com Refunds & Compensation Policy – Section A.
C) Wrong Items Received / Missing Items
With our promise on timely delivery, we aim at packing and sending your parcels as soon as possible. Some parcels, however, may mix up due to insufficient monitoring.
If by a rare chance that you received the incorrect item(s) or the parcel is missing some items that you ordered, a digital photograph of the original packaging (Playasia Box) and the items received are required as proof of the incident. Wrong items should be shipped in their original packaging with the manufacturer seal intact.
We are afraid that the following situations will classify as an invalid claim:
1. The item(s) returned by the customer are not the item(s) that are in dispute
2. No wrong products have been shipped by Playasia
You are suggested to raise your return request within 21 days after the order shipped. For more details about the return postage and its related fee, please refer to Playasia Refunds & Compensation Policy – Section B.
How to Return Physical Products to Playasia.com
We are pleased to process your return requests which have been accepted by customer service and please refrain from returning items unauthorized as this may cause handling delays – always contact us first for any case related to returns. Any unauthorized returns without notification may be declined.
For the general return process, please follow the procedure below:
Step 1: Forward us an email with your order number, reasons for returns/refund, types of returns and exchange and relevant information (E.g. Digital Photograph showing Damage)
Step 2: Prepare and pack your returned items, specify the order number on the outer box and send the parcel(s) to the following address once the return request has been authorized. Note: Please make sure that all inclusions of the item and the original box or cases are in good condition.
Returns & Exchange
Playasia
Unit B, 3/F,
Kam Shing Industrial Building,
1-11 Kwai Wing Road, Kwai Hing,
Hong Kong
Step 3: Provide us with the name of the logistics provider, the tracking number and the receipt of the return postage (for Section B & C) via Email after sending the parcel(s).
You are highly recommended to send your return with the cheapest traceable shipping service via a reliable service provider (E.g. shipper) and we, unfortunately, cannot be held responsible for anything lost or damaged during transit. Due to limited resources, we apologize that mail collection is not available at the moment.
Please be noted that the return process generally takes about 2-3 weeks including the time required to receive a package as well as the processing and inspection time.
Playasia Refunds & Compensation for Physical Goods
At Playasia, we cannot guarantee every request can be fulfilled in the time since they need to be processed via our regular supply chain, therefore, we do offer several compensation channels including refund to your PayPal account (only within the first 3 months after the original purchase) or credit card account (only within the first 6 months after the original purchase) and wallet funds to show our sincere apology for unsatisfactory service provided.
Wallet funds can be used in your future purchases at Playasia. This is the fastest and most uncomplicated way in facilitating a refund and would be the preferable solution whenever possible. It is instantaneous and also free of any additional charges.
In order to reduce any unnecessary charges (i.e. bank charges, intermediary bank charges, overseas bank charges and the forth), cheques, bank transfers, and other refund channels (not mentioned above) will NOT be available at Playasia.com.
Under normal circumstances, customers are able to file a claim in Playasia due to damaged/defective products received, wrong items received, items missing in orders and orders canceled. Please note that custom/import duties, sales tax and delivery charges associated with your orders are non-refundable. We are unable to support these applications since certain countries require a specific regulation that we as a commercial entity cannot fulfill.
A) Casual Returns, Damaged/ Defective Product Returns
For casual returns, the return postage will be solely borne by the customer. Playasia will only issue refunds for the remaining product cost after deducting a restocking fee if any. Casual returns may be subject to a restocking fee of up to 50% depending on the types of items and the condition in which it is returned.
List of restocking fee:
| Items Condition | Restocking Fee (% of item' price) |
| Scratched or Soiled Packaging | 10% |
| Books without the Plastics Wrap | 20% |
| Any Severe Reasons Not Listed Here | Up to 50% |
Casual returns will be declined if the item is NOT fit for the purpose of reselling, and Playasia will NOT offer any refund including product cost and return postage. In this case, you can ask to return your item(s), but all the cost incurred (E.g. return shipping postage) will be solely borne by the customer.
For damaged /defective products received, the return postage will be first borne by the customer. Playasia will offer full refund (including shipping cost) or replacement (with free shipping) or other alternatives if the products’ damage/fault is verified according to your description after our inspection.
Playasia will NOT offer any refund including product cost and return postage if the defects/faulty parts do not match with your descriptions after our inspection. In this case, you can ask to return your item(s), but all the cost incurred (E.g. return shipping postage) will be solely borne by the customer.
B) Wrong Items / Missing Items
If your order, unfortunately, contains incorrect products or is accidentally missing some items that you ordered, you can either request a refund for wrong/missing items associated with a corresponding shipping cost or ask to return the missing items with free shipping.
Playasia will bear all the costs incurred (return shipping postage, exchange) after investigation upon the wrong products’ arrival; on the other hand, we will NOT issue any refund if your claims are invalid as mentioned in Playasia Returns & Exchange Policy.
C) Order Cancellation
We fully understand an uncomplicated and convenient shopping experience will increase your buying incentives at Playasia, thereby we do provide a “No Questions Asked Cancellation Policy”.
We are afraid that we do NOT accept the order cancellation of:
1. Any pre-owned items
2. Any product that was listed upon purchase on our webpage with the disclaimer: "Once bought, this item cannot be canceled or returned"
You are able to cancel without reasons before the end of the Pre-order deadline and Playasia will offer full refund including the shipping cost. On the other hand, If the Pre-order deadline has passed and the stock has been allocated to your order, cancellations will not be accepted.
We cannot take any responsibility for the duration of the processing, and we cannot predict the exact refunded amount if your order was not settled in US$. Due to currency fluctuation, the refunded amount may be less than was initially paid for. We strive to issue refunds in the original currency and at the original currency rate made. That means that for any refunds, you can be expecting back the original value of your refund, or refund portion in case for partial refund. However, if the current currency rate differs more than 5% from the rate at payment date, we reserve the right to use the daily exchange rate instead. To avoid this, please consider using a refund by wallet funds.
In order to facilitate the process, you are highly recommended to file every request with the order number and relevant information via Email. For any questions, inquiries and specific cases, please kindly contact our Customer Support at cs@playasia.com, and we promise your request will be replied within 24 hours.
Playasia reserves the right to change these policies from time to time without specific notification.
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