Returns & Warranty Policy

 

This Returns & Warranty Policy applies to physical products purchased from the Reelplay website, online store, website shopping account, or other authorised Reelplay sales channels. Section 5 also addresses digital products and activation codes.

1. Warranty Policy

Reelplay TV boxes are supplied with a one-year hardware warranty from the date of purchase, unless a different warranty period is expressly stated in writing.

The one-year hardware warranty is an additional warranty offered by Reelplay. It does not limit any rights or remedies available under Australian Consumer Law or other applicable law, which may continue beyond the stated warranty period.

If your Reelplay TV box experiences a hardware malfunction within the warranty period, and the issue is not caused by misuse, accident, unauthorised modification, external damage, or an excluded cause, Reelplay may repair or replace the device free of charge.

Warranty claims may require proof of purchase, device serial number, customer details, product registration details, photos, videos, diagnostic information, and reasonable details about the fault.

2. Warranty Exclusions

The following exclusions apply to Reelplay’s additional hardware warranty only. They do not exclude any consumer guarantees or remedies available under applicable law, including those relating to accessories.

The additional hardware warranty does not cover:

  • remote controls, power adaptors, HDMI cables, accessories, consumable items, or packaging;
  • cosmetic damage, scratches, marks, general wear and tear, or damage that does not affect normal hardware operation;
  • damage caused by power surges, overheating, liquid spills, moisture, fire, impact, physical damage, improper handling, or incorrect storage;
  • misuse, incorrect installation, unauthorised modification, unauthorised repair, tampering, or use outside normal operating conditions;
  • issues caused by internet connection problems, Wi-Fi coverage, local network faults, router configuration, third-party applications, third-party services, or third-party content availability;
  • software issues, settings issues, website shopping account issues, non-physical product charges, service interruptions, or third-party platform issues;
  • any fault or damage caused by circumstances outside Reelplay’s reasonable control.

Where a product is inspected and found not to be faulty or not covered by warranty, the customer may be responsible for inspection, postage, handling, repair, or replacement costs, where permitted by law.

3. Returns Policy

Change-of-mind returns are accepted only for unused, unopened products in their original packaging, subject to approval and the conditions below. This requirement does not apply to remedies available under applicable consumer law for faulty or incorrectly supplied products.

The seven-day period and restocking fee below apply only to voluntary change-of-mind returns. They do not apply to a return or remedy to which you are entitled under Australian Consumer Law or other applicable law. Original packaging is not required to claim a remedy under consumer guarantees.

You may request to return most new, unused, and unopened physical products within 7 days of delivery, subject to approval.

Returned products must be:

  • unused;
  • unopened;
  • undamaged;
  • in original packaging;
  • complete with all accessories, manuals, cables, and included items;
  • returned in a condition suitable for resale.

A 50% restocking fee applies to approved voluntary change-of-mind returns. It does not apply where you are entitled to a remedy under applicable consumer law.

Customers are not automatically entitled to a refund simply because they changed their mind, no longer require the product, found it cheaper elsewhere, selected the wrong item, or decided they no longer want the product, unless required by applicable law or expressly agreed by Reelplay.

4. Return Shipping Costs

The customer is responsible for return shipping costs for approved change-of-mind returns or returns not caused by Reelplay error.

Reelplay will cover reasonable return shipping costs only where the return is due to our error, such as where the customer received the wrong item, or where the product is confirmed to be defective and covered by warranty or applicable law.

Items must not be returned without prior approval from Reelplay. Unauthorised returns may be refused, returned to the customer, or delayed.

5. Non-Refundable Items and Charges

Change-of-mind refunds are not offered for digital products or activation codes that have been used, redeemed or fully supplied, except where Reelplay expressly agrees otherwise. This does not limit any refund, cancellation or other remedy available under applicable consumer law.

Shipping fees, handling fees, payment processing charges, bank charges, international transaction charges, customs duties, VAT, import taxes, clearance charges, brokerage fees, and other third-party charges are non-refundable unless required by applicable law or unless the refund is due to Reelplay error.

6. Refund Processing Time

Once an approved return is received and inspected, refunds are typically processed within approximately 4 weeks.

This timeframe may include:

  • 5–10 business days for return transit;
  • 3–5 business days for inspection and processing after the returned item is received;
  • 5–10 business days for your bank, card issuer, or payment provider to complete the refund transaction.

Actual refund timing may vary depending on the carrier, bank, card issuer, payment provider, public holidays, and other processing factors outside our control.

Refunds will generally be issued to the original payment method unless otherwise agreed or required by law.

7. How to Request a Return

To request a return, please contact Reelplay by email or through our Help Desk before sending any item back.

Please include:

  • your order number;
  • your full name and contact details;
  • the product you want to return;
  • the reason for the return;
  • photos, videos, or details of the issue if the product is claimed to be faulty;
  • any other information reasonably requested by Reelplay to assess the return.

Once your return request is reviewed, we will provide further instructions if the return is approved.

Please do not send any item back before receiving return approval and return instructions from Reelplay.

Information provided as part of a return, refund, or warranty request will be handled in accordance with our Privacy Policy.

8. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, warranty, right, or remedy that cannot lawfully be excluded, restricted, or modified.

Where Reelplay is legally required to provide a remedy, we will do so in accordance with applicable law.

9. Privacy

Any personal information provided when placing an order, requesting a return, registering a warranty, contacting support, or arranging delivery will be handled in accordance with our Privacy Policy.

10. Contact Us

For shipping, return, warranty, billing, support, or product matters, please contact Reelplay through the contact details published on our website.

Reelplay
Website: https://www.reelplay.co
Phone/Email: Contact Us