Returns & Refunds
We want you to be completely satisfied with your PocketPlayr purchase. Here's everything you need to know about our return policy.
Return Policy
You may return your PocketPlayr device, including the R36S model, within 30 days of receiving your order for a full refund or exchange, subject to the following conditions:
- The device must be in its original condition with minimal signs of use
- All original packaging, accessories, manuals, and included games must be returned
- A valid proof of purchase must be provided
- Custom or personalized devices may be subject to different return conditions
Special Note for R36S Models
For returns of the R36S Retro Handheld consoles (in black, orange, red, white, or purple variants), please ensure all preinstalled games and firmware are intact. Devices with modified firmware or removed game libraries may be subject to a restocking fee.
Please note that shipping costs for returns are the responsibility of the customer unless the return is due to a defect or error on our part.
How to Initiate a Return
Step 1: Contact Customer Support
Contact our customer support team at returns@pocketplayr.com or call +1 (800) 555-1234 to request a return. Please include your order number and reason for the return.
Step 2: Receive Return Authorization
Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and shipping instructions within 1-2 business days.
Step 3: Package Your Return
Carefully package your device in its original packaging, including all accessories. Include your RMA number visibly on the outside of the package.
Step 4: Ship Your Return
Ship your return to the address provided in the return instructions. We recommend using a tracked shipping method to ensure safe delivery.
Step 5: Refund Processing
Once we receive and inspect your return, we'll process your refund to your original payment method within 5-7 business days.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of receiving your order. We'll provide you with a prepaid return shipping label and process a replacement or refund immediately.
For the R36S Retro Handheld consoles, if you experience any issues with the device's performance, 3.5" IPS screen, or the preinstalled games on the 64GB/128GB storage, please contact our technical support team before initiating a return.
In many cases, our support team can help resolve technical issues remotely without requiring a return.
Exceptions and Limitations
Some items are not eligible for return or have special conditions:
- Digital downloads, activation codes, or digital content
- Items marked as "final sale" or "non-returnable"
- Products with removed or damaged serial numbers
- Devices with physical damage caused by the customer
- Products returned more than 30 days after delivery
Questions About Your Return?
If you have any questions about our return policy or need assistance with your return, our customer support team is here to help.