RETURN AND REFUND POLICY
1. ABOUT THE RETURN AND REFUND POLICY
Welcome to the Return and Refund Policy (“Policy”) of Play Blue Sports Private Limited (hereinafter referred to as “Company”, “We”, “Us” or “Our”). The Company is an omnichannel, multi-brand retailer of sports products, operating through its physical retail stores, its website https://www.playblue.com (“Website”) and ‘PlayBlue’ mobile application, including IOS and Android versions (“App”). The ‘Website’ and the ‘App’ shall collectively be referred to as the “Platform”. The Company, through the Platform, offers and sells (i) products of third-party brands (“Third-Party Products”), which are manufactured by the respective third-party Brand Owner or a third-party manufacturer engaged by or on behalf of such Brand Owner; and (ii) products sold under the Company’s own brand(s) (collectively referred to as "PlayBlue") which may be manufactured by the Company or by third-party manufacturers engaged by or on behalf of the Company (“PlayBlue Products”). The ‘Third-Party Products’ and the ‘PlayBlue Products’ are collectively referred to as "Products”. The Products may include sports equipment, apparel, footwear, accessories and other related products, as well as edible products, including protein supplements, shakes and electrolytes. The Company also provides customer support and other related services in connection with the Products (“Services”).
For the purposes of this Refund and Return Policy, “Manufacturer” means, in relation to any Product, (i) the relevant third-party Brand Owner and/or the third-party manufacturer engaged by or on behalf of such Brand Owner, in respect of Third-Party Products; or (ii) the Company and/or the third-party manufacturer engaged by or on behalf of the Company, in respect of PlayBlue Products, as the case may be. “Brand Owner” means, in relation to a Third-Party Product, the owner of the brand under which such Third-Party Product is marketed and sold.
This Policy applies to all orders placed through the Platform, sets out the Company’s policies and procedures for the return of a Product purchased by the customer (hereinafter referred to as “User”, “You” and “Your”), from Our Platform and refund of any amount paid by the User in any such circumstances which are mentioned hereinbelow.
Our Policy is designed to balance User satisfaction with applicable hygiene, safety and Product-specific requirements and to provide Users with a simple and convenient process for initiating eligible returns, replacements and refunds in accordance with this Policy and applicable law. It covers all Products, including PlayBlue Products and Third-Party Products, and all return, replacement and refund requests in respect of any Product shall, in the first instance, be raised with the Company.
This Policy shall be read together with our Terms of Use. Capitalized terms which have been used here but are undefined shall have the same meaning as attributed to them in Our Terms of Use. You are advised to go through Our Privacy Policy and Terms of Use for further information on Our terms and conditions.
2. ELIGIBILITY FOR RETURNS
A User may initiate a return request within 7 (seven) days from the date of delivery of the relevant Product, subject to the terms and conditions of this Policy. The Product must, unless the return is due to a defect, damage, incorrect Product or any other eligible reason under this Policy:
- be unused, unwashed and unopened;
- be in its original packaging, including the brand box, with all seals, labels, MRP tags, user manual, warranty card and accessories, if any, intact;
- be in substantially the same condition as received; and
- be accompanied by a valid invoice, whether in physical or electronic form.
The User may initiate a return for one or more Products forming part of an order, subject to the eligibility criteria under this Policy. The return or replacement period applicable to specific Products, if different from the period specified above, shall be displayed on the relevant product page, and Users are advised to check the same before purchase.
3. CIRCUMSTANCES WHERE RETURN IS PERMITTED
A User may initiate a return or replacement request, as applicable, where:
- the Product delivered is incorrect, including an incorrect Product, variant, quantity, colour or specification;
- the Product is received in a damaged, broken, leaked, tampered or defective condition;
- the Product is expired at the time of delivery;
- any component or accessory forming part of the Product is missing; or
- any other circumstance expressly identified by the Company as eligible for return or replacement.
Where the issue is apparent upon delivery, including visible damage, leakage or tampering, the User should notify the Company within 48 hours of delivery, along with clear photographs and/or videos of the Product and packaging. The 48-hour reporting period shall not limit any rights available to the User under applicable law in respect of defects or issues that could not reasonably have been identified within such period.
Where any Product, including a Third-Party Product, has a manufacturing defect, the User shall raise the request with the Company, and the Company shall coordinate with the relevant Manufacturer. Where such defect is reported after the return period specified in this Policy, the request shall be processed in accordance with the warranty terms of the relevant Manufacturer, which the Company shall facilitate.
Where any Product forming part of an order becomes unavailable or is out of stock at all applicable warehouses or fulfilment locations prior to dispatch, the Company may cancel the relevant Product from the order, in whole or in part. The User shall be notified of such cancellation through the Platform and/or the registered email address, mobile number, WhatsApp or other applicable communication channel. Any amount paid towards the cancelled Product(s) shall be refunded in accordance with this Policy. Any remaining Product(s) forming part of the order shall continue to be processed and delivered in accordance with the Shipping Policy.
4. RETURN PROCESS
To initiate the return process in case of the above-mentioned circumstances, the User shall:
- Email support@playblue.com or request for return within the website/app within 7 days of delivery, providing the Order ID, details of the issue and clear photographs and/or videos of the Product and its packaging;
- provide such additional information or documents as may reasonably be required by the Company to assess the return request; and
- retain the Product and its original packaging until the return request has been resolved
Upon receipt of the return request:
- The Company shall review the return request within 24 - 48 hours receipt, and communicate its decision.
- Where a return is approved, the Company shall arrange a reverse pickup, where available. If reverse pickup is unavailable at the relevant PIN code, the User may be required to self-ship the Product in accordance with the Company's instructions.
- The Company may carry out verification checks, including by contacting the User or picking up the Product, and the return shall be processed only where it is determined that the Product was not damaged while in the User’s possession, is the same as the Product delivered, and is returned in the condition required under this Policy.
- Where the return is due to a damaged, defective, incorrect or otherwise eligible Product, the Company shall bear the applicable return shipping costs, subject to verification of the return request.
5. PRODUCTS INELIGIBLE FOR RETURN
For hygiene, safety and other applicable reasons, the following Products cannot be returned:
- Any Product which is not in conformity with the eligibility criteria hereinabove provided under Section 2 and Section 3 of this Policy;
- Products that have been opened, used, washed, worn, altered or damaged after delivery, except where the return is due to damage, defect, incorrect Product or other eligible reason under this Policy;
- Edible Products, including protein supplements, shakes and electrolytes, where the seal has been opened or broken, except where the return is due to damage, defect, expiry, incorrect Product or other eligible reason under this Policy;
- Products that have been consumed, emptied or substantially used;
- Products without their original packaging, tags, accessories, invoice or other components, except where the return is due to damage, defect, expiry or incorrect Product;
- Customised, personalised or modified Products, except where defective or incorrectly supplied;
- Products damaged due to misuse, negligence, improper storage, assembly or installation after delivery;
- Products purchased during clearance or final sale, where specifically identified as non-returnable;
- Perishable or temperature-sensitive Products;
- Products returned after the applicable return period or not through the prescribed return process; and
- Any Product specifically identified as “No Return/Exchange” on its Product page.
Notwithstanding the above, where a non-returnable Product is delivered in a damaged, defective, expired or incorrect condition, the User shall be entitled to a replacement or full refund, as applicable, subject to the User notifying the Company in accordance with this Policy. The Company may contact the User or pick up the Product to ascertain the damage or defect before issuing the replacement or refund.
6. REPLACEMENT
Replacement of a damaged, defective or incorrect Product shall be subject to availability. Where the relevant Product is unavailable for replacement, the Company shall process an eligible refund in accordance with this Policy.
7. REFUND IN CASE OF RETURN TO ORIGIN (RTO)
In the event that a Product is returned to the Company, or the designated warehouse or fulfilment location on account of an incomplete or incorrect delivery address provided by the User, the User's unavailability to accept delivery after the delivery attempts specified in the Shipping Policy, the order shall be treated as a "Return to Origin" ("RTO"). Upon receipt of the Product pursuant to an RTO, the Company shall process a refund of the amount paid by the User for the concerned Product(s), after deducting the applicable shipping charges, reverse logistics charges, handling charges and/or any other charges, if applicable, within the refund timelines specified under this Policy.
Any refund shall be processed through the original mode of payment or such other mode as may be determined by the Company in accordance with this Policy.
8. REFUND TERMS
- Once the returned Product reaches back to Our warehouse or fulfillment location, We will conduct a verification and quality check of the Product.
- When the Product passes Our quality check, We will initiate the refund process.
- The refund will be initiated as per Your source of payment as described below:
(1) For payments made through UPI: The refund will be initiated to the same UPI ID from which the payment had been made by You within 7-10 business days post our final quality check approval.
(2) For payments made through debit/credit cards or net banking: The refund will be initiated to the same account from which the payment had been made by You within 7-10 business days of post Our final quality check approval.
(3) For cash on delivery transactions: For cash on delivery transactions, the User will be required to provide their bank details to Us. We will initiate a bank transfer against the bank details shared by You. This process will be completed within 7-10 business days.
- In addition, We also provide an option of refund through store credit, which is issued instantly and can be used during future purchases from Our Platform only.
9. EXCHANGES
The Company does not currently offer direct exchanges of Products. Where a Product is eligible for return, the User may return the Product in accordance with this Policy and place a new order for the desired Product.
10. OTHER TERMS AND CONDITIONS
- Cancellation: The User may cancel its order at any time before the Product has been dispatched from our facility. In case of a pre-paid order, the full amount will be refunded to You as per the above-mentioned refund terms. Once dispatched, User cannot cancel such order.
- If the User has applied or used any discount coupon, voucher or code at the time of purchase of the Product, the coupon will not be added back to Your account at the time of return of the purchased Product and hence cannot be used again.
- Any shipping charges, convenience charges and any other additional charges applied at the time of purchase are non-refundable, except in case You receive a faulty, broken or defective Product.
- If You receive any free gift, coupon, voucher or any other additional product during any promotional offer or otherwise, such gift, coupon, voucher or product will also be required to be returned to Us with the purchased Product.
- If You have used any store credit amount, the same will be credited back to Your account in case of a refund.
- If Your order shows as “delivered” but You did not receive it, please contact Us within 48 hours at support@playblue.com so We can investigate with Our courier partner.
11. PLATFORM DISCLAIMER
The Company sells PlayBlue Products and Third-Party Products. Liability for manufacturing defects shall lie with the relevant Manufacturer, i.e., (i) the respective relevant third-party Brand Owner and/or the third-party manufacturer engaged by or on behalf of such Brand Owner in respect of Third-Party Products; and (ii) the Company and/or the third-party manufacturer engaged by or on behalf of the Company in respect of PlayBlue Products.
The relevant Manufacturer is responsible for the Product information provided by it, including descriptions, size, quality, ingredients, specifications, usage instructions, warnings, safety instructions and other Product details. While the Company endeavours to ensure that such information is accurately displayed on the Platform, it does not independently verify or warrant its accuracy, completeness or reliability. The Company reserves the right to reject fraudulent, abusive or otherwise non-compliant return or refund requests that do not satisfy this Policy or applicable law.
12. CUSTOMER SUPPORT
For any further queries or concerns relating to the return and refund of the Product, You may connect with our customer care team within the operating hours at:
Operating Hours: [*]
Customer support Phone Number: [*]
Customer support Email: support@playblue.com
Customer support Address:
Floor No.: 310 FORTUNE BUSINESS HUB
Building No./Flat No.: NR SATYAMEV ELYSIYM
Name Of Premises/Building: Sola
Road/Street: Sola
City/Town/Village: Ahmedabad
District: Ahmedabad
State: Gujarat
PIN Code: 380060
If Your issue remains unresolved, you may escalate to our Grievance Officer whose details are set out in Our Privacy Policy,) or approach the National Consumer Helpline (1915/www.consumerhelpline.gov.in) or the e-Jagriti portal under the Consumer Protection Act, 2019.
13. AMENDMENT
The Company reserves the right to modify, amend or update this Policy from time to time, in accordance with applicable law. Any changes shall be effective upon publication on the Platform, unless otherwise specified.
Where required under applicable law, the Company shall notify Users of material changes through appropriate means, including by email to the registered email address of the User. Where required by applicable law, the Company shall obtain any consent or acknowledgement necessary in respect of such changes.
Users are advised to periodically review this Policy for any updates
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