Returns and Refunds

As part of our dedication to customer satisfaction, we aim to resolve all issues regarding our products as quickly and painlessly as possible. Below you will find our policy on what you should do if you have an issue with your order.

In order to process your request for a refund or replacement item, please keep your proof of purchase—e.g. your receipt.

 

What to do if there’s a major problem?

A “major problem” is when an item we provide:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

If there is a major problem with any part of your order, please contact us as soon as possible and we will replace the item for you, or offer you a refund.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

 

Just a small problem?

Minor manufacturing flaws are just part-and-parcel of the nature of our industry. We work closely with our manufacturers and choose each item carefully in order to ensure that we have confidence in the quality of every item that we ship to you.

However if you’ve noticed a minor problem, we are more than happy to offer you a replacement or refund, if the product is returned to us in a reasonable condition.

 

I’ve changed my mind…

We are not required to provide a refund or replacement if you change your mind.

However, we may choose to exchange or refund you if the product is returned unused. Please contact us for more information.

 

Lodging a request

If you’ve encountered a problem and would like us to help you resolve it, please contact us in writing at:

hello@playbyproxy.com

Please include the following information:

  • your full name,
  • email address,
  • contact number,
  • order/receipt number,
  • and a detailed description of the problem – please include photos where required.