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PLAY SOLANA - RETURN & REFUND POLICY
This Return & Refund Policy applies to the purchase of physical products through the Play Solana online store at www.playsolana.com and forms part of the contractual framework governing such purchases. It must be read together with the Store Terms and all documents expressly incorporated therein.
This Policy does not create any independent or additional rights of return or refund. Its sole purpose is to explain, in clear and practical terms, how returns and refunds operate in the specific situations where they are permitted under the Store Terms or required by mandatory applicable law.
In the event of any inconsistency between this Policy and the Store Terms, the Store Terms shall prevail. Nothing in this Policy excludes or limits any statutory rights that cannot be waived under applicable consumer protection law.
Unless expressly stated otherwise, this Policy applies only to physical products purchased directly through the Play Solana website and does not apply to software, firmware, digital services, digital content, or any token-related or blockchain-based features, which are governed by separate terms.
This Return & Refund Policy explains how returns and refunds work for purchases made through the Play Solana website. The full Policy contains important details and should be read in full where relevant. For ease of reference, the key points are summarised below:
If you are unsure which section applies to your situation, please review the relevant section carefully before contacting Play Solana.
Returns and refunds are accepted only in clearly defined circumstances, and as a general rule purchases made through the Play Solana website are final once the order has been accepted, meaning that customers cannot cancel an order after purchase, even if the product has not yet been shipped or delivered, except where a return or refund is required by law or expressly permitted under the Store Terms.
Play Solana does not operate a general or discretionary returns programme. Returns are not accepted merely because a customer changes their mind, no longer wishes to keep the product, or finds it unsuitable for subjective or personal reasons, unless a statutory right of withdrawal applies in accordance with applicable law.
Where a return is permitted, it must strictly follow the procedures described in this Policy. Failure to comply with the applicable requirements, time limits or return instructions may result in the return being refused or, where permitted by law, in a reduced or denied refund.
If a product is delivered in a condition that suggests it is Dead on Arrival (DOA), meaning that it does not power on, is wholly inoperable, or is otherwise unusable due to a defect that existed at the time of delivery, the customer should contact Play Solana as soon as possible and in any event within fourteen (14) calendar days from the date of delivery.
The DOA process begins by contacting Play Solana by email at legal@playsolana.com. In order for the claim to be assessed, the customer should include the order number, the name of the purchaser, the delivery date and a clear description of the issue encountered. To allow Play Solana to carry out an initial assessment, customers will normally be asked to provide supporting information, such as photographs or short videos illustrating the issue, the product serial number, and a brief explanation of what occurs when the product is powered on or used.
Based on the information provided, Play Solana will review the claim and determine whether a physical inspection of the product is required. Where such inspection is necessary, Play Solana will send return instructions by email, setting out the return address, any applicable packaging requirements and the timeframe within which the product should be shipped back. These instructions are intended to ensure that the product can be properly inspected and that the claim can be handled efficiently.
As part of the verification process, customers are asked to arrange and pay for the return shipment upfront. Play Solana does not provide prepaid return labels for DOA verification. The product should be returned using a trackable shipping method and packaged in a manner that allows proper inspection upon receipt. Until the returned product is received by Play Solana or its designated returns partner, the customer remains responsible for the product and bears the risk associated with return transit.
Once the product has been received, Play Solana will carry out an intake and inspection check to determine whether the reported issue qualifies as a DOA or initial defect present at the time of delivery. This assessment is limited to defects existing at delivery and does not cover issues resulting from normal wear and tear, accidental damage, improper handling, unauthorised modification, use contrary to instructions, or other causes arising after delivery.
Where a DOA or initial defect present at delivery is confirmed, Play Solana will provide the remedy required under applicable law. Depending on the circumstances, this will typically involve repair of the product or replacement with an equivalent unit. Where repair or replacement is not possible or is not required under the applicable legal framework, a refund of the purchase price will be issued. In cases where the DOA is confirmed, Play Solana will also reimburse the reasonable cost of return shipping incurred by the customer, limited to standard shipping costs and excluding any expedited, premium or non-standard delivery services chosen by the customer.
Where the inspection shows that the product is functional or that the reported issue does not qualify as a DOA or initial defect present at delivery, the claim will be rejected. In such cases, return shipping costs will not be reimbursed and, where applicable and permitted by law, may be deducted from any amount otherwise due.
Failure to contact Play Solana within the applicable reporting period, failure to provide the information reasonably required to assess the claim, failure to return the product within the timeframe indicated in the return instructions, or returning the product in a condition that prevents proper inspection may result in the DOA claim being refused.
This DOA process applies exclusively to defects present at the time of delivery and does not affect any statutory rights relating to lack of conformity that may arise after delivery under mandatory consumer protection law.
Where a customer acts as a consumer and the order is delivered to an address located in the European Union or the United Kingdom, the purchase qualifies as a distance contract and is subject to a statutory right of withdrawal under applicable consumer protection law.
Under this right, the customer may withdraw from the purchase without giving any reason within fourteen (14) calendar days from the date on which the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the product. Where an order consists of multiple products delivered separately, the withdrawal period runs from the date on which the last product is delivered.
The right of withdrawal is determined exclusively by reference to the delivery address specified in the order. Where the delivery address is outside the European Union or the United Kingdom, this statutory right does not apply, unless mandatory law applicable to that destination expressly provides otherwise.
To exercise the right of withdrawal, the customer must notify Play Solana of their decision before the expiry of the withdrawal period. As a general rule, this should be done by submitting the withdrawal request through the withdrawal or returns form made available on the Play Solana website, which is designed to guide customers through the required information and allow the request to be processed efficiently. The use of this form is recommended but not mandatory. Where the form cannot be used, or where the customer prefers an alternative method, the withdrawal may also be communicated by sending a clear statement identifying the order and the decision to withdraw.
Once the withdrawal has been validly exercised, Play Solana will provide return instructions, including the return address and any relevant packaging or handling requirements. The customer must then return the product without undue delay and in any event no later than fourteen (14) calendar days from the date on which the withdrawal notice was submitted.
The product must be returned in a condition that allows inspection and resale. Customers may handle the product only to the extent necessary to establish its nature, characteristics and functioning, as would be permitted in a physical retail store. Any handling beyond this may result in a reduction of the refund, to the extent permitted by law.
When exercising the right of withdrawal, customers are responsible for arranging and paying for the return shipment. Play Solana does not provide prepaid return labels for withdrawals. The customer remains responsible for the product and bears the risk of loss or damage until the product is received by Play Solana or its designated returns partner.
Once the returned product has been received, Play Solana will process the refund in accordance with applicable law. The refund will cover the price paid for the product and the cost of standard delivery offered at the time of purchase. Any additional costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery option offered by Play Solana will not be refunded. Return shipping costs are not refundable, except where mandatory law provides otherwise.
Play Solana may withhold the refund until the returned product has been received or until the customer has provided evidence that the product has been sent back, whichever occurs first, as permitted by applicable law. Refunds will be issued using the same payment method originally used for the purchase, unless this is not possible or the parties expressly agree otherwise.
The right of withdrawal applies only within the limits set by mandatory law and does not apply where the customer is not acting as a consumer or where the withdrawal right is excluded by law. Nothing in this section affects any other statutory remedies available to the customer under applicable law, including remedies relating to defective or non-conforming goods.
Refunds are processed only where a return or refund is permitted under this Policy, under the Store Terms, or where required by mandatory applicable law. Play Solana does not issue refunds automatically and does not process refunds before the applicable conditions for a return have been met.
As a general rule, refunds are processed only after the returned product has been received by Play Solana or its designated returns partner and has successfully passed the applicable intake and condition check. This applies both to returns based on confirmed DOA or initial defects and to returns following the exercise of a valid right of withdrawal, except where mandatory law requires a different approach.
Where a refund is due following a confirmed DOA or initial defect, the refund will be processed after inspection has confirmed that the defect existed at the time of delivery and that the product qualifies for a refund rather than repair or replacement under the applicable legal framework. Where a refund is due following a valid exercise of the right of withdrawal, the refund will be processed after the returned product has been received or after evidence of shipment has been provided, as permitted by law.
Refunds are issued using the same payment method originally used for the purchase, unless this is not technically possible or the parties expressly agree otherwise. Where payment was made through a third-party payment service provider, including providers enabling cryptocurrency or other alternative payment methods, the refund is subject to the technical constraints and processing rules of that provider.
In the case of cryptocurrency or other blockchain-based payments, refunds will be made, where technically feasible, by initiating a new transaction to a compatible wallet address designated by the customer. Network fees, transaction costs or other unavoidable charges imposed by the relevant blockchain network or payment provider are not refundable, except where mandatory law requires otherwise.
Where a refund follows the exercise of the statutory right of withdrawal, the refunded amount will include the price paid for the product and the cost of standard delivery offered at the time of purchase. Any additional costs resulting from the customer’s choice of a delivery method other than the least expensive standard delivery option offered by Play Solana will not be refunded. Return shipping costs are borne by the customer and are not refundable, except where mandatory law provides otherwise.
Where a return is rejected, including where a DOA claim is not confirmed or where the returned product does not comply with the applicable return conditions, no refund will be issued. In such cases, and to the extent permitted by law, Play Solana may deduct reasonable costs associated with return shipping, handling and inspection from any amount otherwise due.
Any refund that is due will be processed without undue delay and, where required by law, within fourteen (14) calendar days from the date on which the refund obligation arises. Processing times may vary depending on the payment method used and the procedures of the relevant payment service provider.
Refunds are issued solely in relation to the returned product. Any services already performed, non-refundable fees, or costs that are not required to be reimbursed under applicable law are excluded from the refund amount.
Or click here to download the annex.
This model withdrawal form is provided in accordance with Directive 2011/83/EU (Annex I(B)) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This form may be used by eligible EU and UK consumers solely for the purpose of exercising the statutory right of withdrawal, where that right applies under applicable law and in accordance with these Store Terms. It does not create any additional rights beyond those provided by law.
You should complete and submit this form only if you wish to withdraw from a purchase contract in accordance with the applicable legal requirements.
You are not required to use this form in order to exercise your right of withdrawal. You may also withdraw from the contract by sending a clear and unequivocal statement expressing your decision to withdraw to legal@playsolana.com, in accordance with the applicable legal requirements and these Store Terms.
Upon receipt of a valid withdrawal notice, Play Solana will acknowledge receipt on a durable medium (such as email).
Any refund due following the exercise of a valid right of withdrawal will be processed in accordance with the applicable provisions of these Store Terms and mandatory consumer protection law.