For any questions, inquiries and specific cases, please contact our Customer Support at firstname.lastname@example.org, and they will always be happy to help.
The following section complements (supersedes where applicable) our refunds and returns section 6 of our TOS.
Play-Asia.com Return and Exchanges
Play-Asia.com offers six months warranty on new product purchases from Play-Asia.com.
Play-Asia.com however does not provide a "no questions asked return policy.”"Because of international shipping and our diverse products portfolio it is difficult to offer this service at this time. However, please do e-mail us for your return request as we seek to accommodate our customers in every way we can.
A "casual" return is any such return of an item which is not broken, or in other words, which is fit for the purpose sold and is solely returned based on buyer's discretion.
We do not accept casual returns of
1. Any product that is listed on our webpage with the disclaimer: "Once bought, this item cannot be cancelled or returned."
2. Any product that was sold as part of a bundle, unless the bundle is returned complete.
3. Digital items / Digital downloads
Casual returns may be subject to a restocking fee.
How to Return Products to Play-Asia.com
If you'd like to return a new product, please email email@example.com giving your order number for reference. Please refrain from returning items unauthorized as this may cause handling delays – always contact us first for any case related to returns.
If the return is due to a defective item, please include a digital photograph showing the damage. If you cannot provide digital photo(s), then please describe the reason for return in as much detail as possible. Any additional information will help us in verifying your return request; it will also ensure that the replacement item(s) will be checked accordingly to avoid a similar problem.
Please send your return to:
Shop 38-39, G/F, Wonder Building
161-175 Fuk Wah Street
Sham Shui Po
It generally takes about 2-3 weeks to process a return, and this includes the time required to receive a package as well as the processing and inspection time.
We recommend that you send your return via a reliable carrier to ensure that your product gets to us and is not lost in transit.
New Product Returns
Returned product must be in the original packaging and include any manuals, cabling and accessories in sellable condition.
Pre-owned Product Returns
Pre-owned products are always carefully tested, and are guaranteed to work. If by the rare chance that there is indeed a problem with a pre-owned product, please contact firstname.lastname@example.org and return the product within 30 days for a refund or within 14 days if opened.
Damaged/Defective Product Returns
Damaged/Defective product must be in the original packaging and include any manuals, cabling and accessories in sellable condition. These damaged/defective items must also be returned securely packaged and wrapped. The defective product will be replaced with an undamaged version of the item, upon return.
Please note that we are required to test the received product. If we can verify the damage according to your description, the return will be processed. Perfect condition of product packaging upon arrival is not guaranteed.
Wherever we can, we strive to return shipping cost back to our customers. Since we ship worldwide, we cannot offer mail collection. We will, however, return the shipping cost for all defective item returns to the buyer on arrival of the return. Please however contact us first if you feel the shipping costs are very high. For casual returns, we are afraid we cannot return any shipping costs. We apologize for this.
Play-Asia.com Refund Policy
If a refund is granted (due to return or cancellation), the first option to look at is a store credit which can be used towards future purchases at Play-Asia.com. This is the fastest and most uncomplicated way in facilitating a refund and should be preferred whenever possible. It is also free of any fees and it is instantenous.
However, we do understand that store credit may not be a viable option for some so we offer refund by Paypal (only in the first 3 months after the original purchase) or Credit Card (only within the first 6 months after the original purchase) if the order was funded by PayPal and Credit Card respectively.
Because of banking fees (bank fees, intermediary bank fees, overseas bank fees and the forth) it may not be practical to refund by bank transfer (T/T) especially if you are not located in Hong Kong. In this case our accounting department will try to accommodate your refund but we may not be able to refund by bank transfer (T/T) for refunds under US$ 100 (simply as likely the amount that ends up refunded will be very little when we look at fees in excess of US$30). For smaller amounts we urge you to accept a refund by store credit or we can look at alternatives like refund by Western Union which has a more predictable cost structure than bank transfer (T/T).
We cannot send refunds by cheque.
We cannot take any responsibility on the duration and we cannot predict the exact refunded amount if your order was not settled in US$. Because of currency fluctuations the refunded amount may be more or less than was initially paid for. To avoid this, please consider using refund by store credit.