If you have any queries regarding our return, refund or exchange process below, feel free to leave a message here or contact us at


Play is Priority has a 14-day returns policy. If 14 days have passed since the date of your purchase, there will not be any refund or exchange allowed.

To be eligible for a return, your item must be unused, in the original packaging, and in the same condition that you received it. We also require a receipt or proof of purchase, such as an e-invoice. Please do not send your item(s) back to the manufacturer(s).

When returning your item(s) to us, we recommend that you use a trackable shipping service or purchase shipping insurance. You are fully responsible for paying for your own shipping costs of returning your item, and these shipping costs are non-refundable.

Products that are exempt from being returned (not limited to the list below):

  • Play is Priority gift cards
  • Intimate-wear or sanitary goods
  • Perishable goods (eg. food and flowers)
  • Hazardous material, flammable liquids or gases
  • CDs, DVDs, VHS tapes, vinyl records and software products
  • Book with obvious signs of use
  • Sales items
  • Any item that is not in its original condition, is damaged or has (a) missing part(s) for reasons not due to our error
  • Any item that is returned more than 14 days after the date of purchase

Refunds and Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your request for refund or exchange. Partial refunds are only granted based on a case-by-case evaluation.

If your request for a refund is approved, a credit corresponding to the amount paid (excluding delivery charges and any discounts) will be applied to your credit card or original method of payment. This process may take up to 14 business days, depending on the bank(s) involved, to be reflected in your bank or credit card statement.

If you have not received your refund after 14 business days, please check with your bank or credit card company on the transaction's status.

If the item was marked as a gift when purchased and delivered directly to you, you will receive in-store credit corresponding to the value of your returned item (excluding delivery charges and any discounts). 

If your request for an exchange is approved, we will provide more details about the exchange process in the same email message.