Shipping, Returns & Warranty Policy

 

This Shipping, Returns & Warranty Policy applies to physical products purchased from the Reelplay website, online store, website shopping account, or other authorised Reelplay sales channels.

This policy should be read together with the Reelplay Terms and Conditions. If there is any inconsistency between this policy and the Terms and Conditions, the Terms and Conditions apply to the extent of the inconsistency, unless required otherwise by applicable law.

1. Shipping Information

Reelplay ships products to most destinations worldwide. However, shipping restrictions may apply to certain countries or regions due to carrier limitations, customs requirements, product restrictions, regulatory requirements, or other circumstances outside our control.

We reserve the right to refuse, cancel, or review an order where delivery to the nominated destination is unavailable, restricted, unsafe, commercially unreasonable, or not supported by our available carriers.

2. Shipping Costs

Shipping costs are calculated based on factors such as product weight, parcel size, delivery destination, and carrier pricing.

Each product’s weight may be listed on the relevant product detail page or calculated at checkout. In line with common carrier policies, weights may be rounded up to the nearest full kilogram or charged according to dimensional weight rules.

Any shipping cost displayed at checkout applies only to the selected order, shipping method, and delivery address.

3. Delivery Timeframes

Once your order is placed and payment has been received and cleared, we may provide an estimated shipping and delivery timeframe based on product availability, the selected shipping method, and the delivery destination.

Delivery timeframes are estimates only. Actual delivery times may vary depending on the carrier, delivery location, customs processing, public holidays, weather events, local delivery conditions, transport delays, and other factors outside our control.

Reelplay is not responsible for delays caused by carriers, customs authorities, incorrect delivery information, failed delivery attempts, or circumstances outside our reasonable control.

4. International Orders, Customs, Duties, and Taxes

Some international orders may incur customs duties, VAT, import taxes, clearance charges, brokerage fees, or other government or carrier charges.

These charges are not included in the product price or shipping cost unless expressly stated. They are the responsibility of the customer and may vary depending on the destination country, customs rules, and the value or type of goods ordered.

Customers are responsible for checking any import restrictions, taxes, or duties that may apply in their country before placing an order.

If a parcel is refused, abandoned, returned, delayed, or confiscated due to customs issues, unpaid duties, incorrect information, or import restrictions, any refund or replacement will be assessed after considering the condition of the returned goods, return costs, carrier charges, and any loss suffered by Reelplay, subject to applicable law.

5. Delivery Details and Failed Delivery

Customers are responsible for providing accurate and complete delivery information, including name, address, phone number, email address, and any delivery instructions required by the carrier.

Reelplay is not responsible for delays, failed deliveries, lost parcels, returned parcels, or additional costs caused by incorrect, incomplete, or outdated delivery information supplied by the customer.

If an order is returned to Reelplay because of incorrect details, failed delivery attempts, refusal to accept delivery, or non-collection, the customer may be responsible for re-delivery charges, return shipping charges, and any other carrier charges, where permitted by law.

6. Risk and Delivery

Risk in the product passes to the customer once the product is delivered to the address provided, collected by the customer, collected by an authorised representative, or otherwise marked as delivered by the carrier.

If you believe a parcel has been lost, damaged, or incorrectly delivered, please contact Reelplay as soon as possible so that we can assist with a carrier investigation where available.

7. Payment Information

We accept major credit cards and any other payment methods displayed at checkout.

Depending on your country, bank, card issuer, or payment provider, additional charges may apply, including foreign transaction fees, currency conversion fees, bank charges, or international payment fees.

These charges are not imposed by Reelplay and are the responsibility of the cardholder or customer.

Orders and paid product-related services may not be processed until payment has been received and cleared.

Payment information may be processed by third-party payment providers in accordance with our Privacy Policy and the provider’s own payment processing terms.

8. 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.

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.

9. Warranty Exclusions

The 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.

10. Returns Policy

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 change-of-mind returns or returns that are not caused by Reelplay error or a confirmed product fault.

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.

11. 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.

12. Non-Refundable Items and Charges

Fees paid for digital products, non-physical products, used product codes, processed product orders, or other already fulfilled customer orders are non-refundable, except where required by applicable 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. 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