Returns & Cancellations Policy

Last Updated : April 24, 2025

PlaySuper enables users to redeem in-game coins for physical products and brand coupons via our integrated reward stores. This Returns & Cancellations Policy applies only to physical goods purchased via our platform.

1. Order Cancellations

   • Before Shipment

     • Users can cancel an order only before it has been shipped.

     • To cancel, email us at enquiries@playsuper.club or raise a cancellation request from your order history in the game interface (if supported).

     • Upon successful cancellation, redeemed coins will be refunded to the user's in-game wallet within 3-5 business days.

   • After Shipment

     • Orders cannot be canceled once dispatched.

     • You may still be eligible for a return under Section 2.

2. Returns & Replacements

   • Eligibility for Return

     • A product is eligible for return or replacement only if:

       • It was delivered in a damaged or defective condition.

       • It is not the item you ordered.

       • It is missing parts or accessories as mentioned in the product description.

     • Returns will not be accepted for:

       • Products damaged due to misuse or negligence.

       • Consumables (e.g., food, beauty, or hygiene products).

       • Freebies, giveaways, or products marked "final sale".

       • Size or color mismatch where specifications were clearly mentioned.

   • Return Window

     • You must initiate a return request within 48 hours of delivery by writing to enquiries@playsuper.club with order ID, issue details and photos of the product and packaging.

   • Return Process

     • Once your request is approved, a pickup will be arranged at the original delivery address.

     • Product must be returned in its original condition with tags, packaging, and invoice.

     • Pickup will be attempted twice. If both attempts fail, the return will be cancelled.

   • Replacement or Refund

     • If eligible, we will ship a replacement (subject to availability).

     • If a replacement isn't available, we will refund the coins used for the order within 5-7 business days of item pickup and verification.

     • No cash or UPI refunds will be issued; refunds are processed as in-game coin reversals.

3. Delivery Issues

   • Delay in Delivery

     • Orders are typically delivered within 7-10 business days. Delays caused by logistics partners or natural events are beyond PlaySuper's control.

     • If an order remains undelivered beyond 15 days, users may request a cancellation and coin refund.

   • Lost Shipments

     • If the courier partner marks the order as "delivered" but you have not received it, report it within 24 hours of the delivery mark.

     • We will conduct a verification and update you within 5 working days.

4. Responsibility Matrix

   
   

   Aspect	Responsibility
   Product quality	Vendor/Brand
   Delivery timelines	Courier Partner
   Coin refund or replacement	PlaySuper
   Return pickup coordination	PlaySuper Logistics Partner
   Policy violations	User

5. Abuse of Policy

   • Users found abusing the returns process may have their access to redemptions suspended, and in-game coins may be forfeited.

   • Repeat abuse will lead to account bans.

6. Grievance Redressal

   • For all returns, cancellations, or delivery concerns, write to:

   • Grievance Redressal Officer
     Shouradeep Chakraborty
     WeWork, 5th Floor, DLF Two Horizon Centre, Sector 43
     Gurugram - 122002, Haryana, India
     enquiries@playsuper.club

7. Legal Compliance

   • This policy is governed by the Consumer Protection (E-Commerce) Rules, 2020 under Indian Law.

   • Disputes shall be subject to jurisdiction of courts in Gurugram, Haryana.

Thank you for choosing PlaySuper. We appreciate your trust in our services.