This Policy explains how Play Solana handles product returns, withdrawals, and refunds. It has been written to be precise and legally accurate while remaining easy to understand, so you know exactly what happens if you decide to return a product or cancel a purchase.

Our approach is based on openness and respect for your rights as a consumer. Every rule described below follows the obligations set out in the most protective consumer laws, including the European Union Consumer Rights Directive (2011/83/EU), the UK Consumer Rights Act 2015, the Brazilian Código de Defesa do Consumidor, and the United Arab Emirates Consumer Protection Law. Whenever your local law gives you stronger protection, that law will always prevail.

This Policy works together with the Play Solana Terms of Service, the Purchase Policy & Deposit Terms, the PSG1 Warranty Policy, and the Privacy Policy. Each document serves a specific role, but all form part of one integrated legal framework designed to ensure that your experience with Play Solana is fair, consistent, and compliant with international consumer standards.

You can rely on this Policy whenever you need to understand how a return works, when a refund is available, or what conditions apply to a withdrawal request. It applies to all products sold directly by Play Solana or through authorised sales partners and aims to make our commitments (and your rights) completely transparent from the moment you make a purchase.

SCOPE AND APPLICATION

This Policy applies whenever you buy a Play Solana product directly from our official Store. It covers all physical goods under the Play Solana brand, including the PSG1 console, official accessories, and other tangible hardware items in our ecosystem.

It does not cover software, wallet keys, digital assets, or any type of online content or service. Those elements are governed by their own licence terms, the Purchase Policy, and the Terms of Use.

All return or refund requests must be made by the person who placed the order. To locate your purchase and process it efficiently, you may be asked to provide the order number, confirmation email, or proof of payment.

Every request is handled according to the consumer-protection laws of the country where the product was delivered. These rules always take precedence. If your local law grants you broader rights than those described here, those local rights apply automatically.

This Policy aims to explain, in plain terms, how returns, cancellations, and refunds work. It reflects the same principles found in our Terms of Service and should be read together with them. If any difference appears between the two, the Terms of Service will prevail, though both documents are designed to stay perfectly consistent.

RIGHT OF WITHDRAWAL AND COOLING-OFF PERIODS

Consumer law gives you a short period after receiving a product to change your mind and withdraw from the purchase. This right ensures that online buyers have the same opportunity to examine a product as they would in a physical store.

If you live in the European Union or in another country that follows a similar framework, you may withdraw from your purchase within fourteen (14) days from the day you, or a person you designate, receive the product. The same right applies in the United Kingdom under the Consumer Contracts Regulations 2013 and in Brazil under Article 49 of the Código de Defesa do Consumidor, which grants a seven-day withdrawal period.

To exercise this right, contact us before the cooling-off period ends. You can send an email to legal@playsolana.com or complete the Return Annex included at the end of this Policy, which reproduces the standard withdrawal form referred to in the Terms of Service. Once we receive your message or completed form, our team will confirm it in writing and explain the next steps, including the return address and the RMA (Return Merchandise Authorisation) number that must accompany your parcel.

If you withdraw within the legal period, we will refund the full amount paid for the product, including the cost of the original standard delivery. If you selected a faster or premium delivery method, the extra fee for that service will not be refunded.

The cost of sending the product back to us is normally your responsibility. This rule follows consumer law and is reflected in our Terms of Service. You will only receive free return shipping if the product was defective, arrived damaged, or if Play Solana made an error in processing your order. In those cases, Play Solana covers the return shipping in full and will send you the necessary instructions or a prepaid label.

Your refund will be processed within fourteen (14) days of the day we receive either the returned product or proof that it has been shipped back to us, whichever happens first. Refunds are always issued through the same payment method used for the original transaction, unless you request another method and it is technically possible to do so securely.

This right of withdrawal applies only to purchases made directly from Play Solana. If you purchased from another authorised retailer, you must contact that retailer and follow their procedure, as they are responsible for applying the same consumer-protection rules in their jurisdiction.

If your local law grants you a longer period or additional remedies, those rights apply automatically. This Policy does not limit any statutory consumer right but aims to make those rights clearer and easier to use.

EXCLUSIONS FROM THE RIGHT OF WITHDRAWAL

Some products are exempt from the right of withdrawal. These exceptions exist to protect safety, privacy, and the integrity of products that cannot be resold once opened or used.

You cannot withdraw from the purchase of products that are made to order or clearly personalised for you. This includes limited editions of the PSG1 console, accessories with personalised engravings, or any configuration made specifically for your request. Once production begins on a personalised product, the withdrawal right no longer applies unless the product arrives defective or damaged.

The same restriction applies to sealed products that are not suitable for return after opening, such as components or packaging containing hardware linked to personal data or cryptographic keys. If the seal on such a product is broken, the return can no longer be accepted.

You also cannot withdraw from the purchase of software, digital content, wallet keys, or other non-physical items that have already been downloaded, activated, or linked to your account or device. Digital goods are considered consumed once accessed and therefore cannot be returned.

The right of withdrawal also does not apply to products that have been used, modified, or damaged beyond what is necessary to verify their characteristics and functioning. You may handle the device as you would in a store, but excessive use or visible wear may reduce or cancel the refund.

These exclusions reflect Article 16 of the European Union Consumer Rights Directive and equivalent provisions under UK and Brazilian law. They are incorporated into our Terms of Service to ensure consistency across all regions in which Play Solana operates. Whenever a product falls into one of these categories, our team will explain clearly why the withdrawal right cannot be applied and what other options may exist, such as warranty service or repair under the PSG1 Warranty Policy.

CONDITION OF RETURNED GOODS

Returned products must reach us in a condition that allows us to confirm that they are the same items delivered and that they have not been damaged or altered. The product should be complete and include the original packaging, manuals, accessories, and any other materials that were part of the delivery.

You may handle the product to the extent necessary to decide whether it meets your expectations, as you would in a physical store. Any use beyond a basic inspection may reduce the refund value or, in some cases, make a refund impossible. This includes missing parts, physical damage, altered firmware, or signs of wear that go beyond what is required to assess the product’s performance.

If the returned product is incomplete or shows excessive wear, we may adjust the refund amount to reflect its reduced value. In cases where the product is seriously damaged or modified and cannot be refurbished or resold, the refund may be refused altogether. The evaluation is always objective and in line with the consumer-protection rules that apply in your country.

Before returning a product, please make sure that all personal data has been deleted or backed up. Play Solana cannot be held responsible for the loss of data or accidental disclosure of information that remains on a device once it reaches our inspection team.

These conditions are not meant to limit your rights. They exist to make sure that returns are handled fairly and that products can, whenever possible, be repaired, refurbished, or responsibly reused.

RETURN PROCESS AND RMA PROCEDURE

Before sending any product back to Play Solana, please contact our support team to request a Return Merchandise Authorisation, or RMA. This number helps us identify your request, confirm that it is valid, and ensure that your product is sent to the correct service centre. Items returned without an RMA may take longer to process or may not be accepted if they cannot be traced to an order.

Once your request is confirmed, you will receive clear instructions by email. These will include the return address, safe packaging guidelines, and the RMA number that should appear on the parcel. Using the correct packaging and labelling ensures faster processing and avoids delays.

Whenever possible, use the original packaging, as it was designed to protect the product during transport. If the original box is no longer available, make sure the product is wrapped securely, since you remain responsible for its condition until it reaches us. We recommend using a tracked delivery method that provides proof of shipment.

Unless the return is due to a verified defect, a Dead-on-Arrival unit, or an error made by Play Solana, the cost of shipping the product back is your responsibility. If the return is accepted because of a confirmed defect or an error on our part, Play Solana will cover the return shipping cost and send a prepaid label or arrange collection. After the returned product arrives at our service centre, it will be inspected to confirm its condition and match it with the order details. Once the inspection is complete, you will receive an email confirming that the return was received and accepted, and the refund or replacement will then be processed.

REFUND TIMING AND METHOD

After your return is received and approved, the refund will be processed without unnecessary delay, usually within fourteen (14) days of the day we receive the returned item or proof of shipment, whichever happens first.

The refund includes the price paid for the product and the cost of the original standard delivery. If you selected a faster or premium delivery method, the extra fee for that service will not be refunded. The cost of sending the product back is normally your responsibility unless the return results from a verified defect, a Dead-on-Arrival unit, or an error made by Play Solana.

Refunds are always issued using the same payment method used for the original transaction to ensure security and traceability. If you request a different method and it is technically possible to process the refund safely, we will try to accommodate your request. Once the refund is issued, you will receive an email confirmation with the reference number and the refunded amount.

DEAD-ON-ARRIVAL AND DEFECTIVE PRODUCTS

If your Play Solana product arrives damaged, incomplete, or not working properly out of the box, it may qualify as a Dead-on-Arrival (DOA) unit - meaning it was defective on delivery or stopped working shortly after. In such cases, contact us immediately at legal@playsolana.com with your order number, serial number, and a short description of the issue. Our team may request photos or short videos to confirm the problem and will guide you through the next steps.

Once the DOA claim is validated, Play Solana will offer you the choice between a replacement or a full refund. We will cover all shipping costs related to the return and provide a prepaid label or arrange collection, depending on your location. If you choose a replacement, your warranty continues to apply from the date of delivery of the new product.

If a defect appears later in normal use, your rights remain protected under the PSG1 Warranty Policy, which explains how to request repair, replacement, or refund under warranty. This Return & Refund Policy applies only to defects discovered at delivery or shortly after.

INTERACTION WITH STATUTORY RIGHTS AND WARRANTY

This Policy operates alongside your statutory consumer rights and the PSG1 Warranty Policy. It does not replace or limit any legal right you have. Instead, it explains how Play Solana applies those rights in practice, combining consumer-protection law with our internal procedures.

If your local law grants you a longer withdrawal period, a broader refund right, or additional protections for defective goods, those provisions always take precedence. No customer will ever receive less protection than the law allows. If a defect arises after delivery, your claim will be handled under the PSG1 Warranty Policy, which explains available remedies, replacement processes, and exclusions.

In every region where Play Solana operates, our goal is simple: to resolve valid claims quickly, to avoid unnecessary disputes, and to make sure no consumer loses a right because of how a procedure is worded.

This Policy should be read together with the Terms of Service and the Warranty Policy as part of one integrated system. Together they describe all rights and remedies available to Play Solana customers from purchase to the end of the product’s life cycle.

CONTACT AND SUPPORT

If you have any questions about this Policy or need help submitting a return, please contact the Play Solana legal and customer-care team at legal@playsolana.com. Our team will verify your request, confirm your eligibility, and provide RMA instructions or the next steps to complete your return.

For warranty or repair enquiries, consult the PSG1 Warranty Policy at playsolana.com/psg1-warranty, which explains how to request service under the manufacturer’s warranty.

You can also submit a return or withdrawal request directly through playsolana.com/return-policy, where the same information required below is collected digitally.

ANNEX A – MODEL WITHDRAWAL FORM (EU/UK Consumers)

This form fulfils the requirements of Directive 2011/83/EU (Annex I(B)) and the UK Consumer Contracts Regulations 2013.
Complete and return this form only if you wish to withdraw from the contract.