Terms & Conditions

Welcome to Reelplay. These Terms and Conditions apply to your use of the Reelplay website, online store, website shopping account, product purchases, warranty registration forms, and related customer services.

By accessing our website, creating a website shopping account, purchasing a product, registering a warranty, or using any Reelplay customer service, you agree to be bound by these Terms and Conditions. If you do not agree, you must not use our website, products, or services.

1. Definitions

In these Terms and Conditions:

“Reelplay”, “we”, “us”, or “our” means Reelplay, its website, online store, support services, devices, and related customer services.
“Customer”, “you”, or “your” means the person or business using our website, purchasing products, registering a warranty, registering a product, or using our customer services.
“Reelplay Account” means the online shopping account, customer profile, and/or billing account created through the Reelplay website or website shopping account area for product purchases, invoices, warranty registration, order history, and account-related communications. A Reelplay Account on the website does not provide direct access to, control of, or management of any Reelplay Device.
“Reelplay Device” or “Media Player” means any Reelplay media player, receiver, set-top box, accessory, or related product supplied by Reelplay.
“Customer Services” means product order support, warranty registration support, billing assistance, customer communication, and any related customer services provided by Reelplay.
“Third-Party Content” means any audio, video, live stream, channel, application, website, link, platform, provider, or media content supplied, hosted, operated, transmitted, or made available by third parties.

2. Reelplay Website Account

A Reelplay website account may be created on our website or website shopping account area solely for shopping purposes, including purchasing Reelplay products, viewing order history, managing billing and shipping details, receiving invoices and receipts, and communicating with us about product orders or customer service matters related to purchases.

The Reelplay website shopping account is not connected to any Reelplay Device account, device activation, TV access account, product access account, or device service account. It does not provide direct access to, control of, login access to, or management of any Reelplay Device or device-related service.

You are responsible for ensuring that the information you provide when creating or maintaining your Reelplay website shopping account is accurate, complete, and up to date.

You are also responsible for maintaining the confidentiality of your website account login details and for all activity that occurs under your website shopping account.

3. Product Sales and Orders

Products may be purchased through the Reelplay website, website shopping account area, authorised sales channels, or other approved methods.

By placing an order, you confirm that:

the information you provide is true, accurate, and complete;
you are authorised to use the payment method provided;
you understand the product or customer service being purchased;
you agree to pay the price, delivery charges, taxes, fees, and any other applicable charges shown at checkout or stated on the invoice.

We reserve the right to refuse, cancel, or review an order where we reasonably believe there has been an error, suspected fraud, incorrect pricing, incorrect product information, payment issue, stock issue, or breach of these Terms and Conditions.

Product images, descriptions, packaging, specifications, and availability may vary from time to time. We make reasonable efforts to ensure that product information is accurate, but minor variations may occur.

4. Prices, Payments, and Invoices

All prices are shown in the currency stated on the website or invoice. Prices may change at any time without prior notice, but changes will not affect confirmed orders unless there has been a clear error.

Payment must be made using an accepted payment method. Reelplay accepts major credit cards and any other payment methods shown on the website 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, product purchases, or paid product-related services may not be processed until payment has been received and cleared.

Where invoices are issued, you agree to pay the invoice by the due date. Failure to pay an invoice may result in delay, cancellation, or refusal to process the relevant order or paid product-related service, subject to applicable law.

5. Shipping and Delivery

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

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 price unless expressly stated, and they are the responsibility of the customer.

Once your order is placed, we may provide an estimated shipping and delivery timeframe based on product availability, your delivery address, and the selected shipping method. Delivery timeframes are estimates only and may vary depending on the carrier, destination, customs processing, public holidays, local delivery conditions, and other factors outside our control.

Shipping rates are calculated based on product weight, parcel size, destination, and carrier pricing. In line with common carrier policies, weights may be rounded up to the nearest full kilogram or charged according to carrier dimensional weight rules.

Risk in the product passes to you once the product is delivered to the address you provided or otherwise collected by you or your authorised representative.

You are responsible for providing accurate shipping details. We are not responsible for delays, failed deliveries, returned parcels, or additional costs caused by incorrect or incomplete delivery information supplied by you.

6. Returns, Refunds, and Change of Mind

Returns and refunds are handled in accordance with applicable consumer law and our Shipping, Returns & Warranty Policy.

You may return most new, unused, and unopened physical products within 7 days of delivery, subject to approval and the conditions stated in our returns policy. Returned products must be in their original condition, unopened, unused, undamaged, and complete with all original packaging, accessories, manuals, cables, and included items.

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.

You are not automatically entitled to a refund simply because you change your mind, no longer require the product, found the product cheaper elsewhere, selected the wrong item, or decided you no longer want the product, unless required by applicable law or expressly agreed by us.

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

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.

Where a return is accepted, the refund may take time to process after the returned item is received and inspected. Refund timing may depend on return transit time, internal processing time, and the time required by your bank, card issuer, or payment provider.

Nothing in these Terms and Conditions limits any rights you may have under applicable consumer protection laws.

7. Warranty

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 during the warranty period that is not caused by misuse, accident, unauthorised modification, external damage, or an excluded cause, we may repair or replace the device free of charge.

Warranty coverage may require proof of purchase, device serial number, customer details, device registration details, and reasonable information about the fault or issue.

The warranty does not cover remote controls, power adaptors, HDMI cables, accessories, consumable items, cosmetic damage, software issues, third-party services, non-physical product charges, service interruptions, or third-party content availability.

The warranty also does not cover faults, damage, or service issues caused by misuse, accident, unauthorised modification, incorrect installation, power surge, overheating, liquid damage, physical damage, improper handling, unauthorised repairs, use outside normal operating conditions, failure to follow instructions, internet issues, third-party services, or any cause outside our reasonable control.

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

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

8. Warranty Registration and Customer Information

When you register a Reelplay product for warranty or customer account purposes, you may be required to provide accurate product, purchase, and contact information.

Warranty registration and customer account information is handled in accordance with our Privacy Policy.

Warranty registration does not give customers direct access to, control of, or management of any Reelplay Device through the website shopping account.

9. Information You Provide

You agree that all information supplied by you through the Reelplay website, online store, website shopping account area, warranty registration form, checkout, or support channels must be accurate, current, complete, and not misleading.

Personal information is handled in accordance with our Privacy Policy.

10. Third-Party Content, Links, and Streaming Providers

Reelplay Devices may provide access to, display, link to, bookmark, or assist users in accessing Third-Party Content, including streams, channels, applications, websites, platforms, or media services supplied by third parties.

Reelplay is a media player reseller and device supplier. Reelplay does not own, operate, host, broadcast, control, endorse, or guarantee Third-Party Content unless expressly stated otherwise.

Third-Party Content is provided by other companies, platforms, providers, broadcasters, websites, or services. Reelplay has no control over the availability, legality, quality, accuracy, scheduling, reliability, interruption, removal, or performance of Third-Party Content.

You acknowledge and agree that:

Third-Party Content may change, stop, be interrupted, be removed, or become unavailable at any time;
Reelplay is not responsible for the content, conduct, policies, terms, or services of third-party providers;
Reelplay makes no representation or warranty regarding Third-Party Content;
Reelplay is not liable for any loss, interruption, claim, damage, or dispute arising from Third-Party Content or third-party services.

Any use of Third-Party Content may be subject to the terms, policies, licences, and requirements of the relevant third-party provider.

11. Internet, Network, and Service Requirements

Your ability to use a Reelplay product or any third-party content may depend on internet access, network quality, router configuration, third-party servers, software updates, device compatibility, and other factors outside our control.

You are responsible for maintaining suitable internet access, network equipment, and any other requirements necessary to use the product.

We are not responsible for service issues caused by your internet provider, local network, Wi-Fi coverage, third-party content providers, third-party applications, device misuse, unauthorised modifications, or external outages.

12. Software, Updates, and Device Use

Reelplay products may contain software, firmware, applications, or settings that may be updated, changed, removed, or modified from time to time.

You must not misuse, tamper with, reverse engineer, modify, bypass security, interfere with product operation, or use Reelplay products for unlawful purposes.

Unauthorised modification of a product, software, or device may void warranty and may result in suspension or refusal of support, where permitted by law.

13. Customer Conduct and Support Communications

We aim to provide respectful, fair, and professional customer support. You agree to communicate with Reelplay staff, contractors, representatives, and support agents in a respectful and lawful manner.

We may restrict, suspend, or terminate support access, account access, or customer services where a customer engages in abusive, threatening, harassing, defamatory, fraudulent, unlawful, or seriously inappropriate conduct.

We encourage customers to contact our support team directly and give us a reasonable opportunity to investigate and resolve any issue before making public allegations or statements.

We reserve the right to suspend or cancel a website shopping account where a customer makes false, misleading, defamatory, or malicious allegations, or publishes derogatory comments without first making a reasonable attempt to resolve the matter directly with us, subject to applicable law.

14. Website Account Suspension or Termination

We may suspend, restrict, or terminate your website shopping account, warranty support, customer support, or access to website services where:

payment is overdue or reversed;
information provided is false, incomplete, or misleading;
the website account is misused;
you breach these Terms and Conditions;
we suspect fraud, abuse, unauthorised use, or unlawful activity;
continued access creates a legal, technical, commercial, security, or operational risk;
we are required or permitted to do so by law.

Suspension or termination of a website shopping account does not, by itself, control access to any Reelplay Device. It also does not affect any outstanding amounts owed to us or any rights and obligations that are intended to survive termination.

15. Intellectual Property

All Reelplay names, logos, branding, website content, text, graphics, designs, images, product names, software, documentation, and related materials are owned by or licensed to Reelplay unless otherwise stated.

You must not copy, reproduce, distribute, modify, publish, sell, exploit, or use Reelplay intellectual property without our prior written consent.

All third-party trademarks, names, logos, content, and materials remain the property of their respective owners.

16. Limitation of Liability

To the maximum extent permitted by law, Reelplay is not liable for indirect, incidental, special, consequential, or economic loss, including loss of profits, loss of revenue, loss of data, loss of business, loss of goodwill, service interruption, third-party content interruption, or loss caused by third-party providers.

Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantee, warranty, right, or remedy that cannot lawfully be excluded, restricted, or modified.

Where liability cannot be excluded but can be limited, our liability is limited, at our option and where permitted by law, to repair, replacement, resupply, or refund of the relevant product or customer service.

17. Disclaimers

Reelplay Devices are media player devices that may provide access to streams, channels, applications, websites, or media links available through third-party sources.

Reelplay does not guarantee that any particular channel, stream, application, website, content provider, programme, or third-party platform will remain available, uninterrupted, error-free, legal in every jurisdiction, or suitable for your intended use.

Reelplay does not endorse and is not responsible for third-party companies, third-party streams, third-party links, third-party applications, third-party websites, or third-party content accessed through or displayed on a Reelplay Device.

18. Privacy and Data Protection

Reelplay handles personal information in accordance with our Privacy Policy.

By using our website, creating a website shopping account, purchasing a product, registering a warranty, or contacting us, you agree that your personal information may be collected and used as described in our Privacy Policy.

19. Electronic Communications

By creating a website shopping account, registering a warranty, purchasing a product, or contacting us, you consent to receive account-related communications from Reelplay.

These communications may include invoices, receipts, payment notices, order updates, shipping updates, warranty notices, product-related reminders, support responses, security alerts, and other customer account-related matters.

Further details about how we use contact information are set out in our Privacy Policy.

20. Errors and Website Availability

We aim to keep our website and online store available and accurate, but we do not guarantee that the website will always be uninterrupted, error-free, secure, or free from technical issues.

We may correct errors, update information, change product details, suspend access, perform maintenance, or modify website content at any time.

21. Changes to These Terms and Conditions

We may update these Terms and Conditions from time to time. Updated terms will be published on our website with the updated date.

Your continued use of the website, account, product, or customer services after updated terms are published means you accept the updated Terms and Conditions.

22. Governing Law

These Terms and Conditions are governed by the laws applicable in the jurisdiction in which Reelplay operates, unless another jurisdiction is required by applicable law.

You agree that any dispute will first be raised with us directly so that both parties have a reasonable opportunity to resolve the matter before formal proceedings are commenced, where appropriate and permitted by law.

23. Contact Us

For account, 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

24. Copyright Notice

All other trademarks, product names, company names, logos, channels, applications, and content remain the property of their respective owners.