Emergency Assistance [ANPR-EN049] Common

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Cancelling a pre-order does not constitute a return, nor can a “return” be requested before a pre-order item is available in stock. This will be deemed as a pre-order cancellation request and will bare the same restocking fee. 

For an item to be “returned” the initial order transaction must have taken place and the product provided to the customer. 

To start a return, you can contact us at team@playaone.co.uk. If your return is accepted, we’ll send you a details for the items return.

Postage cost will be covered by the customer. 

You can always contact us for any return question at team@playaone.co.uk.

In any case refunds may take 28 days to process.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Please note in the case of Pokemon stock. Particularly booster boxes and other sealed items. These are a product bought in to be opened, if cellophane on a product is stretch / slightly tore we will not accept this as a reason for return. We pack orders to the best of our ability and they are stored safely. 
Unfortunately, we cannot accept returns on sale items or gift cards.

Pre-Orders
In the instance that we take pre-orders for a product, we will always endeavor to provide the product for release day (or the item to be shipped before hand to arrive for release) In the rare case that a product ends up being delayed in transit from our distributors we would simply provide the product as soon as it arrives. If a pre-ordered product becomes subject to a waved release (where our supplier is splitting our allocation over multiple shipments) we will fulfil orders in the order they were placed, creating a queue system in the fairest way we can.

If your order contains items with different release dates for pre-order. Items will be dispatched when all stock is available. 

Pre-order delays as stated above will not qualify for a refund.

PLEASE NOTE WHEN YOU PLACE A PRE-ORDER YOU ARE COMMITTING TO THE FULFILMENT OF YOUR ORDER.

CANCELLATION OF A PRE-ORDER WILL INCURR A 15% RE-STOCKING FEE

IF A PRE-ORDER IS PLACED WITH A PARTIAL PAYMENT & DEADLINE ARRANGEMENT AND THE FINAL DEADLINE IS MISSED THEN THE RE-STOCKING FEE WILL APPLY.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.