Note: This only applies to items purchased directly from our website (nexplayground.com). If you have purchased the Playground or Play Pass from our authorized retailers (Best Buy, Target, Walmart, Sam's Club) or Amazon, please contact them directly for returns and refunds.
After items are shipped, we will accept returns within 30 days of delivery. We will provide a prepaid return shipping label so you don't have to pay for shipping. See our Refund Policy for complete information.
Refunds will be processed as soon as we receive your return. It will generally take 7 to 10 business days for your bank to deposit the money back to your original payment method.
Play Passes (only those purchased directly from us) are refundable within 7 days of activation if this is your first Play Pass purchase of any kind. See Exceptions / non-returnable items in our Refund Policy. Note that your access to the Play Pass content and games will be terminated immediately upon refunding your Play Pass.
Frequently Asked Questions
How do I start a return?
How do I start a return?
We can only process returns for items purchased from our website. If you purchased from any place other than our website (such as Target, Best Buy, Walmart, Sam's Club, Amazon, TikTok Shop, and so on), you'll need to contact them directly to initiate a return. That said, if you wish to start a return, you have 30 days after receiving the item. Please read the General section of our Refund Policy.
The first step is to send us an email at [email protected]. If your order is eligible for a return, we'll send you a pre-paid return label for the unwanted item.
What if my device is damaged or defective?
What if my device is damaged or defective?
If your device is defective, we strongly recommend you to try our Troubleshooting Tool, as it is the quickest way to solve any issues.
If are still within the 30-day return window and would like to proceed with a return instead, we can assist as long as the item was purchased directly from us, and not from our authorized retailers (Best Buy, Target, Walmart, Sam's Club) or Amazon.
Do I need the original packaging?
Do I need the original packaging?
Yes, you need to return the item in its original packaging, as outlined by our refund policy here.
Are there any return fees?
Are there any return fees?
We do not charge any return fees for Nex Playground. However, we do charge a U$10 restocking fee for remote control returns.
Do you offer exchanges?
Do you offer exchanges?
Yes, please see Exchanges & Replacements.
What if I received the wrong item?
What if I received the wrong item?
We're sorry this has happened. Please contact us at [email protected]. To be able to assist we will need your proof of purchase (such as order number) and pictures of what you received, as well as of any packaging and labels attached to it.