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Warranty and Service Terms

Insplay offers similar warranty and service terms as other toy and tech retailers in European Union.

Money-Back Guarantee

If it turns out that the purchased product is not suitable, individuals have the option to withdraw from the order within 14 days. Return the undamaged and unused product in its original packaging to us, and you will receive a refund.

1. Fill out the withdrawal form

To return a product, please send us a written notice via email to hello@insplay.eu, including:

  • The name of the product being returned;
  • The order or invoice number;
  • The reason (optional);
  • The bank account number and the name of the account holder to which the money should be refunded.
2. Return the product

Return the unused and undamaged physical products with packaging to us as soon as possible, but no later than 14 calendar days from sending the withdrawal notice. You can bring the products to the Insplay office or send them to: OÜ Rekato, Paavli 2a, 10142 Tallinn, Estonia.

The return shipping costs are borne by the returner, except if the reason for the return is that the product does not match the order (e.g., wrong or defective product).

3. We will refund the money

We will refund the money for the returned product to your bank account generally within 14 days from receiving the withdrawal notice.

For more detailed terms, please refer to our terms of use page, and for any questions, contact hello@insplay.eu or call +372 650 0040.

Warranty Validity

Insplay's warranty terms comply with the best practices of the European Union and the best practices of the Estonian Consumer Protection Act.

General Warranty Terms
  • For individuals, we are responsible for defects in the product for two years from the date of delivery.
  • For business clients, educational institutions, and hobby groups, we follow the one-year warranty period provided by the manufacturer.
  • The battery included with the product is a consumable item, so the warranty period for batteries is generally six months. The actual capacity of the battery decreases with the number of charging cycles.
  • The basis for the warranty is the invoice that proves the purchase of the product from OÜ Rekato.
Steps and Actions Related to Warranty Service
  1. Describe the problem with the product through the Warranty repair and Service request form.
  2. Insplay will contact you and determine via email or phone whether the product needs a physical inspection, diagnosis, and analysis. If the problem is caused by incorrect use or ignorance, Insplay will suggest possible solutions.
  3. If Insplay finds that the product needs a physical inspection, diagnosis, and problem analysis, the product must be sent to our office at OÜ Rekato, Paavli 2a, Tallinn 10142, Estonia.
  4. Depending on the condition and state of the product, we will propose to the client to repair, replace, refund, or find another suitable solution.
Costs Related to Warranty
  • If the product is defective, Insplay will cover the costs of repairing or replacing the product under the valid warranty.
  • If Insplay is not responsible for eliminating the defect in the product or if the device cannot be repaired, the client will bear the costs of diagnosis and analysis.
  • If the product is repairable or replaceable under warranty, Insplay will cover the shipping costs of the repaired or replaced product. The seller will also compensate for the cost of sending the defective product for warranty inspection.
  • If an individual submits a warranty service request within 12 months for a product that, after diagnosis and analysis, is found to have no defect, Insplay will cover the costs of diagnosis and analysis.
  • If an individual submits a warranty service request within 12-24 months for a product that, after diagnosis and analysis, is found to have no defect, the buyer will cover the costs of diagnosis and analysis.
  • For products outside the warranty, the client must pay for the diagnosis and analysis even if no defect is found, and the product meets the manufacturer's technical description.
Complaints and Dispute Resolution
  • Describe the problem with the product through the Warranty Repair and Service Request form.
  • The complaint must be submitted in English. Please describe the defect or fault in the product as clearly and accurately as possible.

Warranty Does Not Apply to Products or Loses Validity

  • The condition and responsibility of the product are determined based on the expertise of our maintenance technicians. In assessing warranty repairs, we start with condition assessment, diagnosis, and analysis.
  • If the analysis stage reveals that the defects are caused by any of the factors listed below, the warranty does not apply to the product, and we offer paid repair for it.
Free Warranty Does Not Apply to Products
  • If the product has been intentionally or unintentionally damaged by the buyer, or the problem is due to normal wear and tear of the product.
  • If the device has been used carelessly or incorrectly, the product has been improperly maintained, and it has been repaired by an unauthorized or external person.
  • If the client cannot prove the defect or fault in the product, or if Insplay proves that the defects and faults in the product are caused by the client.
  • If the defects were disclosed to the client by Insplay before purchasing the device. For example, the client bought a discounted used product.
  • If the product is damaged by external factors: lightning, non-compliant electrical voltage and voltage fluctuations, moisture and liquid damage, and mechanical damage.
  • If faulty and unsupported software by the manufacturer has been installed on the device.
  • If the serial number, inspection sticker, or marking sticker has been removed, damaged, or replaced on the product.

Paid Repair and Maintenance

Insplay provides maintenance and repair for most of the products we offer.

Repair and Service Price List
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