Refund policy

You have 14 calendar days from the date you receive your item to notify us that you want to cancel or return it — the minimum required by UK law for online purchases.

If an item arrives faulty or damaged, please let us know as soon as possible so we can sort it quickly.

Eligibility

To be eligible for a return, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return

Contact us at sales@plucknplay.com within 14 days of receiving your item to let us know you'd like to return it. Once you've told us, you then have a further 14 days to send the item back to us. If your return is accepted, we'll send you the address to send it back to. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on arrival and contact us straight away if an item is defective, damaged, or not what you ordered, so we can put it right.

Exceptions

We can't accept returns on sale, clearance, gift cards, or end-of-line products unless they're faulty — these are limited-quantity items and are fully inspected before dispatch to make sure they're exactly as they should be. Get in touch if you have any questions about a specific item.

Exchanges

The fastest way to get what you actually want is to return the item you have and, once the return's accepted, place a new order separately.

Refunds

We'll let you know once we've received and inspected your return, and whether the refund's been approved. If approved, you'll be refunded automatically to your original payment method — your bank or card provider may still take a few extra days to process it on their end.

Products bought elsewhere

We can only offer support, warranty cover, and returns for products bought directly from us, or from one of our authorised resellers, within the UK. If you've bought a product from one of the brands we stock through Amazon, eBay, or another third-party marketplace, we're not able to support that purchase—the seller you bought from is your first point of contact for any warranty issues.