Refund policy

VIP Access is fully refundable before the earlier of (a) your participation in the Pre-order Program (as defined in the Terms of Service) or (b) December 31, 2023.

For items delivered to an address in the United States, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For items delivered to an address outside the United States, we have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be a product purchased from us, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at order-playground@nex.inc. Please note that returns will need to be sent to the address we provide upon accepting your return request, which may or may not be in the same country or territory of the delivery address.

If your return request is accepted, we’ll provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return or sent to an address different from what we have provided will not be accepted.

You can always contact us for any return question at order-playground@nex.inc.

If a covered defect arises in the Product during the warranty period and you follow the instructions for returning Product, we will at our option, to the extent permitted by law, either (i) repair the Product using either new or refurbished parts, (ii) replace the Product with a new or refurbished Product that is equivalent to the Product to be replaced, or (iii) refund to you all or part of the purchase price of the Product. When the Product or part of it is replaced or a refund is provided, the replacement item becomes your property and the replaced or refunded item becomes our property. The Product so repaired/ the replacement Product will be covered by this Warranty for the remainder of the Warranty Period or ninety (90) days following the delivery of the repaired/ replacement Product to you, whichever provides longer coverage for you unless local law provides otherwise.

Certain types of items cannot be returned, like software or game purchases, downloadable content or other digital purchases within software or game, and subscriptions to software or game content. That said, if it is your first-time purchase of a Play Pass, we are happy to give you a full refund within 7 days of activation of the same. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at order-playground@nex.inc.

A 1-year limited warranty is available for Playground. See here for details.