↩️Returns and refunds
30-day return window, no questions asked. Here is how to return your device and when your refund arrives.
You have 30 days from the delivery date to return any Playtronica device for a full refund. The device must be:
- Unused
- In original condition
- In original packaging, with all cables and accessories included
How to start a return
Email support@playtronica.com with the subject Return #[your order number]. Tell us what you are returning and why.
We reply within 1 business day with the correct shipping address. We do not publish a single address because we route returns by region and product.
If the device was a gift
The process is the same. In your email, include any of the following:
- Order number, if you can find it
- Email address used at checkout
- Recipient's name and shipping city
We will locate the order. If you have no order details at all, use the subject Gift return and include the recipient's name and delivery city.
If the device arrived defective or broken
Email support@playtronica.com with the subject Defective #[order number] and attach a photo of the issue. We handle each defect case individually. The most common result is a replacement device sent to you quickly.
⚠️ Do not try to repair the device yourself before contacting us. Repair attempts can void the warranty.
If you ordered the wrong product
If your order has not shipped yet, we may be able to swap or cancel before it leaves the warehouse. Email us immediately with the subject Modify #[order number] and tell us what you want changed. The warehouse ships within hours of checkout, so contact us as soon as possible.
If your order has already shipped, you can return the device under the 30-day policy and place a new order. We will process the refund as soon as the return arrives.
When does the refund arrive?
We issue the refund within 10 business days of receiving your return at the warehouse. The money arrives in your account based on your payment method:
| Payment method | Time after refund is issued |
|---|---|
| Credit or debit card | 3 to 10 business days |
| Klarna, Apple Pay, Google Pay | Next business day |
| PayPal | 1 to 2 business days |
If 15 business days have passed since our "refund issued" email and you still do not see the refund, email us with the subject Refund check #[order number]. We will trace the payment.
What we cannot accept
- Used or modified devices. Cosmetic wear from normal use is fine. Rewired or soldered devices cannot be returned.
- Returns missing components. Include all cables, alligator clips, and accessories from the original box.
- Returns past the 30-day window. After 30 days, we review case by case. The warranty for manufacturing defects still applies — see Warranty and repairs.
Ask the community
🤝 For creative, MIDI, and performance questions — ask the Playtronica Friends Facebook group. 4,400 members, peer support. See the community page for what to ask there.
This page is for order issues — tracking, returns, refunds, invoices, warranty. The community cannot help with those. Use the email below.
Still stuck
Email support@playtronica.com. We aim for 24 hours, but a reply may take up to 3 business days.