Refund policy
Returns & Refund Policy
Last Updated: May 28, 2026
At PlaynovaUSA, we are committed to providing high quality products and excellent customer service. If you experience an issue with your order, please review the policy below and contact our support team for assistance.
Contact Information
For all return, refund, exchange, or order related inquiries, please contact:
TOP SECRET DISTRIBUTION
A PerfectvilleUSA Company
235 Mitchell St SW
#300
Atlanta, GA 30303
Email: support@playnovausa.com
To help us process your request quickly, please include:
• Order Number
• Full Name
• Photos or videos of the issue (if applicable)
• Detailed description of the concern
Return & Refund Request Window
Customers may request a return or refund within 180 days of confirmed delivery.
For issues involving:
• Damaged products
• Defective products
• Misprinted products
• Incorrect items received
• Lost packages
Claims should be submitted within 7 days of delivery whenever possible to allow for faster investigation and resolution.
Return Authorization Required
All returns require prior approval from our customer support team.
Once your request has been reviewed and approved, you will receive:
• Return instructions
• Return authorization details
• The appropriate return address for your specific order
Returns sent without authorization may be refused and may not qualify for a refund.
Return Conditions
Unless an item was received damaged, defective, or incorrect, returned merchandise must be:
• Unused
• Unworn
• Unwashed
• In original condition
• Free from stains, odors, pet hair, or alterations
We cannot accept returns on items that have been:
• Worn
• Washed
• Altered after delivery
• Damaged due to misuse or improper care
Customers are responsible for return shipping costs unless the return is due to a manufacturing defect, fulfillment error, or shipping issue determined to be our responsibility.
Refunds
Once a return is received and inspected, we will notify you regarding approval.
Approved refunds will be issued:
• To the original payment method used for purchase
• In the original currency of purchase
Depending on your financial institution, refunds may take several business days to appear in your account.
Non Returnable Items
The following items are not eligible for return or refund unless there is a manufacturing defect or fulfillment error:
• Underwear
• Swimwear
• Socks
• Face coverings or masks
• Sample products
• Promotional items
• Gift cards
• Deliberately damaged merchandise
• Items returned after the 180 day return period
Additionally, products produced according to approved customer selections, designs, specifications, or customization requests may not be eligible for return solely due to buyer preference.
Incorrect Customer Information
Refunds or replacements may not be available for delays, losses, or delivery issues resulting from customer provided information, including:
• Incorrect shipping addresses
• Incorrect phone numbers
• Incomplete delivery information
• Customer requested modifications after order placement
Please review your information carefully before submitting your order.
Order Changes & Cancellations
Orders may only be canceled for a full refund before production or fulfillment begins.
If you need to modify or cancel an order, contact support@playnovausa.com immediately.
Once production, customization, or fulfillment has started, cancellation requests may not be eligible for a full refund.
Production & Shipping Timeframes
Production and fulfillment timelines may vary depending on product type, customization requirements, and order volume.
If an unexpected delay occurs, our team will communicate updates regarding your order status.
Certain products may be made to order and therefore require additional production time before shipment.
Lost Packages
For packages confirmed lost in transit, claims should be submitted within 7 days of the estimated delivery date.
Our team will investigate with the shipping carrier and provide an appropriate resolution, which may include a replacement or refund where applicable.
Damaged or Defective Items
If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 7 days of delivery.
Include clear photographs showing:
• The issue
• Product packaging
• Shipping label
Once verified, we will work to provide a replacement, store credit, or refund as appropriate.
Final Sale Items
Certain limited edition releases, promotional drops, mystery boxes, collectible products, and designated final sale items may not be eligible for return or exchange unless defective or incorrectly fulfilled.
Any final sale designation will be clearly stated at the time of purchase.
Policy Updates
PlaynovaUSA reserves the right to update or modify this Returns & Refund Policy at any time. Updates become effective immediately upon posting to this website.
TOP SECRET DISTRIBUTION
A PerfectvilleUSA Company
235 Mitchell St SW #300
Atlanta, GA 30303
support@playnovausa.com