Refund policy

Last updated: October 22, 2026

At Play Nexa, your satisfaction matters to us. We want you and your family to feel confident shopping with us. If something isn't right with your purchase, we're here to help.

We offer a 30-day return window from the date your order is delivered, subject to the conditions below.

1. Return Eligibility

To qualify for a standard return, your item must meet the following conditions:

  • The return is requested within 30 days of delivery.

  • The item is unused and in its original condition.

  • The original packaging, accessories, manuals, and included parts are returned where applicable.

  • You provide your order number or another valid proof of purchase.

For health, safety, and quality reasons, certain products may be ineligible for return if opened or used, where permitted by applicable law. This does not affect your rights regarding defective, damaged, or incorrectly supplied products.

2. Items That Cannot Be Returned

Unless required by applicable law or covered by our damaged, defective, or incorrect-item policy, the following items may not be eligible for standard returns:

  • Gift cards.

  • Items clearly marked as final sale before purchase.

  • Products that have been used, damaged after delivery, or returned with missing components, beyond reasonable inspection.

We will not deny a valid claim for a defective or incorrectly supplied product solely because it falls into one of these categories.

3. How to Request a Return

Please follow these steps:

  1. Visit our Contact Us page and contact our customer support team within 30 days of delivery.

  2. Include your order number, the item you wish to return, and the reason for your request.

  3. If the item arrived damaged, defective, or incorrect, please include clear photos or a short video where possible.

  4. Wait for our return instructions and authorization before shipping anything back.

  5. Pack the item securely and follow the return instructions provided by our team.

Please do not send items to an address before receiving return instructions. We will provide the applicable return address and shipping instructions after reviewing your request.

4. Return Shipping Costs

  • Changed your mind: Customers are responsible for return shipping costs for eligible standard returns.

  • Damaged, defective, or incorrect item: Play Nexa will arrange an appropriate remedy and cover reasonable return shipping costs when a return is required.

  • Shipping errors caused by us: We will work with you to resolve the issue without charging you return shipping for our mistake.

Original shipping charges are not refundable for standard change-of-mind returns, except where required by applicable law or where the refund is due to our error.

5. Damaged, Defective, or Incorrect Items

Please contact us as soon as possible after delivery if your order arrives damaged, defective, incomplete, or different from what you ordered.

Include your order number and photos or videos showing the issue. We will review the situation and, as appropriate, offer a replacement, repair, or refund in accordance with applicable law.

Please keep the product and its packaging until our team advises you on the next steps.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

  • Refunds will generally be issued to your original payment method.

  • We aim to process approved refunds within 5–10 business days after the returned item is received and inspected.

  • Your bank, card issuer, or payment provider may require additional time to post the refund.

  • If your refund has not appeared after the applicable processing period, please contact us with your order number.

The exact timing may vary depending on your payment provider and location.

7. Exchanges and Replacements

If you receive a defective, damaged, or incorrect item, contact our support team for assistance with a replacement or another appropriate solution.

Exchanges and replacements are subject to product availability. If a replacement is unavailable, we will discuss an appropriate alternative or refund with you.

8. Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation once an order has entered processing or has shipped.

If an order cannot be canceled, you may request a return after delivery in accordance with this policy and applicable law.

9. Late, Missing, or Delayed Refunds

If you have not received an approved refund:

  1. Check your original payment account.

  2. Contact your bank or card issuer to ask whether the refund is still processing.

  3. If the refund remains missing, contact us through our Contact Us page.

We will review your order and help you determine the next steps.

10. Contact Us

If you have questions about returns, refunds, or replacements, please contact Play Nexa through our Contact Us page.

Please include your order number so we can assist you more efficiently.

11. Your Consumer Rights

This policy does not limit any rights you may have under applicable consumer protection laws. Where the law provides greater protection, those legal rights will apply.

Play Nexa reserves the right to update this policy from time to time. The version in effect at the time of purchase will generally apply to that purchase, subject to applicable law.