Refund policy

Returns & Refunds

At Playvia we want you to shop with confidence. Every order comes with free returns within 30 days of delivery.

Free 30-day returns

You can return any item within 30 days of receiving it for a full refund. Returns are free: we send you a prepaid return label and cover the return postage, whatever the reason for the return.

You are welcome to open the packaging and inspect an item as you would in a shop. Please send it back with all parts and accessories, in its original packaging where possible. We will only reduce a refund if an item has been used beyond what is needed to inspect it and its value has gone down as a result, as UK law allows.

Your legal right to cancel

Under the Consumer Contracts Regulations 2013 you also have the right to cancel your order within 14 days of receiving it, without giving a reason, even if you have opened the packaging. To cancel, e-mail us within those 14 days and send the item back within 14 days of telling us. Our free 30-day returns go further than this right and do not affect it.

Faulty, damaged or wrong items

If an item arrives faulty, damaged or is not what you ordered, e-mail us with your order number and a photo. We will send a replacement or a full refund, and you never pay to return it. This does not affect your rights under the Consumer Rights Act 2015.

How to start a return

  1. E-mail playvia.uk@gmail.com with your order number and the item(s) you would like to return.
  2. We reply, usually within one working day, with your prepaid return label and instructions.
  3. Pack the item securely and drop the parcel off with the carrier shown on the label.

Refunds

We refund you to your original payment method within 14 days of receiving your return (or of you showing us proof that you have sent it, if that is sooner). Delivery is free on every order, so there is no delivery charge to refund. Your bank may take a few extra days to show the refund.

Cancelling before dispatch

If your order has not been dispatched yet, e-mail us and we will cancel it and refund you in full.

If an item is unavailable

Very occasionally an item turns out to be unavailable after you have ordered it. If that happens we will e-mail you straight away and refund you in full for that item.

Questions

E-mail playvia.uk@gmail.com and include your order number. We aim to reply within one working day.