Refund policy

 

We have a 14-day return policy for items that we deliver from stock. For items that we’ve back-ordered or pre-ordered for you, we decide individually if you can cancel your order or return an item.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging (shrink wrap may not be removed or otherwise damaged).

To start a return or cancellation, you can contact us preferably by chat - or by email at contact@wellplayed.ch. We will only bear the shipping costs for returns that are caused by our fault (like damaged or wrong product).

Undeliverable or refused shipments
In case your shipment was not delivered successfully due to a wrong address, or because you refused acceptance or didn’t pick it up in time at the post office, we might charge you the additional shipping costs for the return, taxes (for deliveries outside Switzerland) and for an optional second delivery attempt. 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Important notice regarding parcel deposition
If you enabled parcel deposition with your post service (parcel will be deposited in your letter box or in front of your door), any and all liability claims against us or the post service are ruled out. If shippings are stolen or lost, neither we nor the post service will take any liability.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
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.

Refunds
We will notify you once we’ve received your cancellation request and/or inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded with store credits. Please note that shipping costs are non-refundable. We reserve the right to deduct up to 5% for credit card and other transactions fees.

Out of print / unavailable products
In rare circumstances, we might not be able to deliver back-ordered products because they are out of print or unavailable from our suppliers. In this case, we reserve the right to cancel your order (with full refund).

Last updated: 10.02.2024