Refund policy

Returns & Refund Policy

Last updated: April 2026

This policy works alongside our Terms of Service and Shipping Policy. Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 apply in addition to this policy and are not limited by it. All returns must be pre-arranged with our team — please do not send goods back to us without first obtaining a reference number.

To get in touch, reach us via live chat at playtech.co.nz or by emailing hello@playtech.co.nz.

I received the wrong item

If you believe you have received the wrong item, please contact us via live chat or email as soon as possible with your order number and a photo of what you received. Our team will confirm and arrange a replacement promptly.

Before getting in touch, it is worth checking whether your item has been packed inside a repurposed box. We sometimes use leftover boxes from larger products to protect smaller items during transit — for example, an SSD drive may arrive inside an old graphics card box. This is one of the ways we keep packaging waste down.

If your item has been repacked this way, you will usually find Playtech packing tape or other internal indicators. We will never use a manufacturer's original seal stickers to close external packaging, so if you notice intact manufacturer seals on a box that does not match your order, please do not break them — contact us with a photo and your order number first and we will sort it out.

I ordered the wrong item

If you are unsure about a product before purchasing, please reach out via live chat or email before placing your order — we are happy to help make sure you are buying the right product for your needs.

If you believe the product information on our website was incorrect and led you to make the wrong purchase, please contact us with your order number and details so we can investigate and work with you to resolve the situation.

If the product information on the Playtech website was accurate at the time of purchase and you did not contact us to verify your requirements beforehand, the return will be treated as a change of mind and handled under the policy below.

Change of mind returns

We accept change-of-mind returns on most stocked items provided the return is initiated within 14 days of delivery via live chat or by emailing hello@playtech.co.nz. Items must be in their original, unused, and unopened condition.

Please note the following conditions:

  • We do not issue cash refunds for change-of-mind returns. A store credit note will be issued instead.
  • Change-of-mind returns are accepted at our discretion. A restocking fee of at least 25% will apply to any item that has been opened, used, or damaged in a way that affects its ability to be resold.
  • Playtech is not liable for return shipping costs on change-of-mind returns.
  • Completed desktop PC builds that are functioning as specified are not eligible for change-of-mind returns. Please refer to our Terms of Service for details on desktop PC build orders.
  • All returns must be pre-authorised. Do not send goods back to us without first obtaining a reference number from our team.

For further information on your rights regarding change-of-mind purchases, please refer to the Consumer Protection guide published by MBIE.

Items not eligible for change-of-mind returns

Due to restrictions under NZ copyright law, the Anti-Money Laundering Act, and health and safety considerations, the following products cannot be returned or exchanged unless they are found to be defective:

  • Mobile phones
  • Video games and game redemption codes
  • Digital gift cards
  • PC software
  • Printer cartridges
  • In-ear headphones

My order arrived damaged

What to do depends on which shipping tier your order was sent on.

Economy (photo on delivery): If your order arrives visibly damaged, take clear photos immediately and contact us via live chat or email with your order number. We will work with you to assess the situation and arrange a replacement where appropriate.

Standard (signature required): If your order arrives visibly damaged, you may decline the delivery. The courier will return the item to us and we will arrange a replacement. If you were unable to decline delivery, take clear photos of the damage and contact us as soon as possible.

Protected (signature + coverage): If your order arrives damaged and you have Playtech Protected Shipping, you are covered. Decline the delivery where possible, then contact us and we will handle your claim and arrange replacement goods. Please note that if you have instructed the courier to leave the delivery without a signature, your Protected Shipping coverage is voided. Refer to our Shipping Policy for full details.

Regardless of your shipping tier, please contact us as soon as possible if your order arrives damaged — the sooner you get in touch, the faster we can resolve it.

An item I purchased has stopped working

If a product you have purchased from us develops a fault, please contact us via live chat or email with your order number and a description of the issue and we will begin the return or repair process.

Before getting in touch, it is worth doing some basic troubleshooting — checking the manufacturer's website for a user manual or troubleshooting guide, or trying a factory reset or driver update. This can save time for everyone and many issues can be resolved this way without the need for a return.

While we accept returns for faulty or defective items within their warranty period, the following conditions apply:

  • The product must not have been used in a way it was not designed for.
  • The fault must be demonstrable or replicable.
  • The product must not have been lost or damaged through misuse.
  • The product must not have been modified in a way that caused or contributed to the fault.

Please notify us of any fault as soon as you become aware of it. We reserve the right to decline a warranty claim if you have continued to use a faulty item in a way that has caused additional damage, or if the item has been repaired by anyone other than a Playtech or Playtech-appointed technician without our prior written consent.

For Playtech desktop PC systems, please also refer to the warranty terms in our Terms of Service.

Your consumer rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, or refund — regardless of the store credit policy above. If you believe your statutory rights apply to your situation, please contact us and we will work with you to find the appropriate remedy.

For independent guidance, you can contact:

Contact us

For any returns, warranty, or refund enquiries, please get in touch: