I ordered the wrong item

We try to make our website as accurate as possible, but if you’re unsure before placing an order – please reach out to us on live chat and we can help to double-check you’re purchasing the right product for your needs.

If you believe the product information on our website that lead you to purchase was incorrect then please send us a message on live chat with more information so that we can help to remedy the situation and get you back on track.

PLEASE NOTE: If the information on the Playtech website is correct, and you did not contact us to double check your requirements before purchase then we will treat the return as a change of mind.

In either case, please contact us via live chat with your order number and details of your concerns and we’ll reach out as soon as possible.

View our return packaging guide here.

I have changed my mind about a purchase

If you have received your order but have decided that you no longer want the product – we can accept a return on most stocked items within 14 days of their delivery. Please note, we do not issue cash refunds for “change of mind” returns – we will only issue store credit.
“Change of mind” returns are accepted at our discretion, and a minimum restocking fee of at least 25% will be applied if the item is opened, used or damaged in any way that may affect it’s ability to be resold.

If you’d like to return an item that you’ve changed your mind on, please contact us via live chat within 14 days of the item's delivery. Our team will arrange to get the product back to us for inspection, and if the condition is deemed acceptable we will issue a credit note for the product (minus any restocking fees)

You can read MBIE's Consumer Protections guide on "change of mind" purchases here.

PLEASE NOTE: we do not accept returns that are not pre-arranged with our service department – do not send goods back to our warehouse without first obtaining a reference number. Also, Playtech is not liable to pay return shipping on “change of mind” returns.

Due to restrictions and exceptions with NZ Copyright law, Anti-Money Laundering Act and/or health and safety concerns a refund or exchange is NOT available for the following products UNLESS they are deemed defective:

• Mobile Phones
• Videogames and Game Redemption Codes
• Digital Gift Cards
• PC Software
• Consumable items (dietary supplements and cleaning products)
• Printer cartridges
• In-Ear Headphones
• Microphones

View our return packaging guide here.

My order has arrived, but it appears damaged

All Playtech deliveries are signature required – This means if you receive a package that appears to be damaged you can DECLINE delivery and the item will be returned to us by the courier service, and we will arrange a replacement.

However, If you have received an item that appears to be damaged, but you didn’t get the chance to decline delivery - please take some clear photos of the damage and contact us via live chat as soon as possible and we will work to remedy the situation and replace the goods if necessary.

View our return packaging guide here.

An item I purchased has stopped working

If you have bought a product from us that has developed a fault, then all you need to do is reach out to us on live chat and we’ll start the process of initiating a return! While we accept returns for faulty or defective items within their warranty period, there are some conditions to our warranty service:

We will not accept claims for faulty products if:

• You have used the product in a way that it was not designed for.
• The fault is unable to be demonstrated or replicated.
• The product has been lost or damaged.
• The product has been modified in a way that has caused or exacerbated the fault.

We would appreciate if you notified us of any fault as soon as you become aware of it so that we can work to replace or repair the faulty item as soon as possible. However, we reserve the right to decline a warranty return if you have continued to use the faulty item in a way that causes additional damage to the item, or if you have attempted to have the item repaired by someone other than a Playtech or Playtech appointed repair person.

PLEASE NOTE: If you’re considering placing a warranty claim, it may speed things up if you do some basic troubleshooting first to ensure the item is definitely faulty! it’s a good idea to check the manufacturers website for a user manual or troubleshooting guide, or even call the local service agent. You would not believe how many problems can be fixed by a factory reset or driver update, so it pays to do a bit of research first!

Additional Items:

• Playtech Return Shipping Guide
• Manufacturer's Service Centre Contact Details
• Playtech Terms & Conditions
• Consumer Guarantees Act