Refund Policy

1. Refund conditions

We are committed to providing the best product experience and service to all users.

Before purchasing, please confirm the products and services you need to purchase.

After your purchase is successful, the customer service will directly complete the product delivery for you or send a redemption code to your email address, and you will complete the delivery by yourself. The product and service delivery is deemed to be a successful purchase.

If you are not satisfied with the use of the product, you can get a full refund under the conditions approved by our company.

Refunds require reasonable reasons as follows.

Not wanting the order before delivery;

Failure to complete delivery within the specified time after purchase;

Duplicate payment due to payment platform reasons;

Product or account error during delivery.

Specific refund operation process

(1). For undelivered orders, we will refund in the following ways:

If you use Visa/Mastercard/American Express credit card, we will deposit the refund to your original payment card;

If you use PayPal wallet, the refund will usually be deposited to your original payment card, and in some cases, it will also be refunded to your PayPal balance;

If you use other payment methods, please contact our 24/7 online customer service for refund consultation.

PS: Please note that refunds deposited to a Visa card may take up to 30 days to appear on your bill.

(2). For shipped orders, if there are any quality issues, a refund is available upon return.

If you have any questions, please feel free to contact our 24/7 online customer service.

2. Refund Assistance

(1). Can I cancel my order?

If your situation meets one of the conditions for a full refund, you can cancel this order.

(2). How long does it take to cancel an order?

We will process the refund within 5-7 business days, but the actual refund time depends on your payment method. Due to holidays, the refund processing time may be longer than expected, but will not exceed 30 days. If you have not received the refund 30 days after the refund was approved, please contact us to inquire about the refund status.

(3). Why haven't I received the refund after a few days?

If you still haven't received the refund amount after we agree to the refund, it may be due to the following reasons:

a. Holiday reasons

Due to holidays, bank affairs, etc., the refund process may take up to 30 days.

b. Reasons for Rejecting Payment Requests

If you choose to request a refund, your payment institution will freeze the funds until this request is confirmed. Please contact your bank or other relevant institution to understand the processing policy of the refund procedure.

3. Contact Us

If you encounter any problems during the shopping process, please feel free to contact us for consultation or leave a message. Playail will strive to provide you with better service.