Refund policy

Return & Refund Policy

Thank you for shopping with PlayVanta. This Return & Refund Policy is designed to provide clear and fair guidelines for returns, refunds, exchanges, and order-related issues while protecting both our customers and our store.

Please review the terms below before requesting a return or refund.

1. Eligibility for Returns & Refunds

To qualify for a return or refund, the item must meet all of the following conditions:

  • The return request must be submitted within 30 days of delivery.

  • The item must be unused, unworn, unwashed, and in the same condition as received.

  • The item must be returned with its original packaging, accessories, manuals, tags, parts, and protective materials, if applicable.

  • Proof of purchase, such as an order number, receipt, or confirmation email, must be provided.

  • After Return Authorization is approved, the item must be shipped back within 7 days.

Items that show signs of use, damage, misuse, missing parts, missing packaging, or unauthorized modification may not be eligible for a refund.

2. Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Gift cards

  • Clearance, closeout, or final-sale items

  • Customized, personalized, or special-order products

  • Used sports gear or items showing signs of wear

  • Items damaged due to misuse, improper handling, outdoor exposure, improper storage, or normal wear and tear

  • Items returned without prior authorization

For hygiene and safety reasons, certain wearable or close-contact sports accessories may not be accepted for return once used or opened, unless the item is defective or incorrectly shipped.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Your order number

  • A clear description of the issue

  • Photos or videos showing the damage, defect, incorrect item, packaging, shipping label, and any affected parts

Please keep all original packaging materials until the issue is reviewed. After verification, PlayVanta may offer one of the following solutions:

  • Replacement

  • Replacement parts

  • Partial refund

  • Full refund

  • Return instructions, if needed

The available resolution depends on the item condition, issue type, product availability, and verification results.

4. Return Authorization Process

To request a return, please contact us first by email.

Email: alfoxddjcnto@gmail.com

Please include your order number, the email address used at checkout, the item you wish to return, and the reason for your request.

If your return request is approved, we will provide return instructions and a Return Authorization number or confirmation. Returns sent without prior authorization may be refused and may not be eligible for a refund.

Customers must use a trackable shipping method for returns and keep the shipping receipt as proof of return.

Unless the return is due to our error, a verified defect, or an incorrect item, customers are responsible for return shipping costs and the risk of loss during return transit.

5. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved:

  • Refunds will be issued to the original payment method.

  • Refund processing typically takes 5–10 business days after approval.

  • Additional time may be required by your bank, card provider, or payment processor.

Original shipping fees are non-refundable, except in cases where the return is due to our error, a verified defective item, or an incorrect item shipped.

If the returned item is used, damaged, missing parts, missing packaging, or not in its original condition, we may reject the refund or issue a partial refund at our discretion.

6. Exchanges

We only offer exchanges for items that are defective, damaged, or incorrectly shipped.

If a replacement is available, we may send a replacement after reviewing the issue. If a replacement is not available, we may issue a refund according to this policy.

For exchange requests, please contact:

Email: alfoxddjcnto@gmail.com

Please include your order number and photos or videos when applicable.

7. Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided that processing, packing, or shipment has not started.

Once fulfillment has started, cancellation may no longer be possible. If the order has already shipped, you may request a return after delivery according to this policy.

Submitting a cancellation request does not guarantee cancellation. Cancellation approval depends on the order status at the time your request is reviewed.

8. Shipping Fees, Address Issues & Failed Delivery

Shipping fees are non-refundable, except in cases involving our error, verified product defects, or incorrect items shipped.

Customers are responsible for providing a complete and accurate shipping address at checkout.

If a package is returned, delayed, lost, or undeliverable due to:

  • Incorrect or incomplete shipping address

  • Refused delivery

  • Failure to collect the package

  • Unavailable recipient

  • Carrier delivery restrictions

  • Address changes requested after shipment

PlayVanta may offer one of the following, depending on the situation:

  • Reshipment, with additional shipping fees if applicable

  • Refund of the product price, excluding original shipping fees

  • Store support with carrier-related information when available

Some shipments may require a signature upon delivery.

If tracking shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, building management, mailrooms, or the shipping carrier. We will assist when possible, but PlayVanta is not responsible for packages confirmed as delivered by the carrier unless required by applicable law.

9. International Returns

For international orders, duties, taxes, customs fees, brokerage fees, import charges, and similar costs are non-refundable.

Customers are responsible for return shipping costs, customs charges, and any related import fees unless the return is due to our error, a verified defect, or an incorrect item shipped.

International delivery and return processing times may vary due to customs inspections, carrier delays, local regulations, and other factors outside our control.

10. Product Use & Safety Notice

PlayVanta sells sports equipment and related accessories for general recreational, practice, and training use.

Customers are responsible for using all products safely, appropriately, and according to product instructions, warnings, age recommendations, and local rules. Some sports equipment may involve physical activity and carries a risk of injury if misused.

PlayVanta is not responsible for injury, damage, or loss caused by misuse, improper installation, lack of supervision, failure to follow instructions, normal wear and tear, or use of products outside their intended purpose.

11. Contact Information

If you have any questions about returns, refunds, exchanges, or damaged items, please contact our support team:

Email: alfoxddjcnto@gmail.com
Official Website: https://playvanta.us

We typically respond within 1–2 business days, Monday through Friday, excluding public holidays.

Store Name: PlayVanta
Legal Business Name: Storevia Limited
Business Number: 804-65-717
Business Address: UNIT 809, 8/F BRILL PLAZA 84, TO KWA WAN RD TO KWA WAN HONG KONG