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Returns/ Exchange

You can cancel an order while it is in pending status, meaning it has not yet been dispatched.

If you have received your order and either you encounter a problem or you are not satisfied for any reason, you can return the goods within 15 days of receipt. If we cannot send you a replacement product due to it being out of stock, we will refund its total value.

To return/exchange an item, please send an email to sales@playupstore.com so we can follow up your request. Once your return is processed by our warehouse, you will receive an email as notification.

PLAY UP will strive to reimburse our customers quickly, acknowledging the 15-day period from receipt of the returned item to our warehouses.
If paying through Paypal, the refund will be immediately credited to your PayPal account. If the payment has been made by bank transfer or credit card, we will request your bank details (IBAN) and refund you by bank transfer. You can also request a voucher worth the amount to be refunded for use against future purchases at PLAY UP’s online store.

It is not possible to exchange (free of charge) an item that has already been replaced. Where the customer is responsible for the return of the product, shipping costs are to be paid by the customer.

PLAY UP reserves the right to refuse returns in cases where communication was made after the given deadline, where the items are not in the same condition as when they were purchased, and where they have been acquired through PLAY UP’s promotional campaigns.

If you have any questions, do not hesitate to contact us by phone (+351 253 879 009), by email (info@playupstore.com) or through our contact form.



Shipping to and from USA are subjected to customs procedures. When requesting a return or an exchange, please keep in mind that all the costs (shipping, customs and related) must be afforded by the client, except in case of defective items.
The customs costs may reach up to 50% of the value of the items. We'll deduct all costs related with shipping and customs procedures from the amount to refund.

Buyers must also be aware that the customs procedures take some time, so the refund may take more than one month, depending on the time the customs services take to release the goods.