Nex Playground comes with a One-Year Limited Warranty when purchased from our website (Nex Playground website) or from an authorized retailer or reseller. At this time, warranty service is only available in the U.S. and Canada.
Please note that resale items are not covered by our Warranty Policy, even when sold by the platforms of our authorized retail partners such as Amazon's "Amazon Resale" or Walmart's and Best Buy's open-box products, as only brand new purchases qualify.
Devices purchased from third-party sellers on Amazon or Walmart, open-box listings, marketplaces, or online auctions (FB marketplace or eBay, for example), are not eligible for warranty coverage. This applies even if the product was advertised as new.
Authorized sellers:
Nex Playground: https://www.nexplayground.com/buy/playground
For a list of authorized retailers, please refer to our Help Center article.
How to submit a warranty claim
If you are experiencing issues with your Nex Playground, we recommend starting with our Troubleshooting Tool here, which is the fastest way to resolve common issues and, if necessary, initiate a warranty claim.
To process a warranty claim, we require:
Proof of purchase, such as a receipt, which should clearly show the date of purchase and order number(if applicable). If you received the device as a gift, a gift receipt will be sufficient.
The device serial number.
Additional information needed to help diagnose the issue.
If your warranty claim is approved:
We will provide a pre-paid return label for the defective unit.
Once the unit is shipped to us, a replacement device will be shipped to the address provided.
Replacement devices may be new or refurbished, as affirmed by the warranty policy.
You will receive email notifications throughout the process.
Any replacements received under warranty are covered by this Warranty policy for the remainder of the Warranty Period or ninety (90) days following the delivery of the replacement product.
Refunds
We can only process refunds for items purchased directly from us; that is, from our website (https://www.nexplayground.com/) or through Playground (for example, a Play Pass through the System).
That said, if you purchased your Nex Playground from a retailer and are looking to return it or get a refund, please follow up with the retailer directly as all return or refund requests must be handled in accordance to their policies. We can only process returns for devices purchased from our website.
If you need any clarification about the warranty policy, please contact us directly so we can help.
Frequently Asked Questions
How do I formally submit a warranty claim?
How do I formally submit a warranty claim?
The first step to open a warranty claim is our Troubleshooting Tool here. If it does not resolve the issue, please submit the requested information for our review. Once your information is reviewed, we will send the next steps to the email provided.
How can I view/access my prepaid return label if I was approved for a replacement?
How can I view/access my prepaid return label if I was approved for a replacement?
The prepaid return label is sent to the email provided after the claim is approved. If you can't find it after checking your spam/junk folders, please contact us so we can re-send it.
How can I track my replacement?
How can I track my replacement?
After your warranty claim is approved, we will send you a prepaid return label for the defective unit. After the defective unit is shipped to us, we will ship out the replacement, and you will receive the tracking number via email.
Should I return my accessories if I'm receiving a replacement?
Should I return my accessories if I'm receiving a replacement?
Please return the equivalent component(s) that we send. For example, if you received a complete Nex Playground set as a replacement (the cube, HDMI and power supply cables, and remote control), please return all 4 components to us.
If you received only one component (for example, a remote), please return to us just the defective remote.
How can I use my Play Pass on the replacement device?
How can I use my Play Pass on the replacement device?
If you already had a Play Pass, you can continue using it on the replacement device by signing into the same account you were previously using.
Can I transfer game data and progress from the old device to the replacement?
Can I transfer game data and progress from the old device to the replacement?
Unfortunately it is not possible to transfer game data to another device. Game data and progress is stored locally (in the device), and there's no way to transfer, upload, or backup to a new device. All progress will be lost with the replacement, and there's no way to recover it.