Refund policy

Return & Refund Policy

Last updated: July 21, 2026

Thank you for shopping with Replay Labs. We aim to provide quality products and a reliable customer experience.

This Return & Refund Policy explains when returns, replacements, and refunds may be available. This policy does not affect any legal rights you may have under applicable consumer protection laws.

1. General Returns

Customers must contact Replay Labs before returning any product.

To request a return, please contact:

Email: altitudebusinessinquiries@gmail.com

Please include:

  • Order number.
  • Customer name.
  • Description of the issue.
  • Photos or videos where applicable.

Products returned without prior approval may not be accepted.

2. United States & Canada Returns

Customers located in the United States and Canada may request a return within 14 days of delivery.

For approved returns:

  • The customer is responsible for return shipping costs.
  • The product must be returned in its original condition.
  • The product must include original packaging, accessories, and included materials where applicable.
  • A 15% restocking fee will be deducted from the refund amount.

The restocking fee helps cover costs associated with processing, inspection, and handling returned products.

The 15% restocking fee does not apply where the return is due to:

  • A defective product.
  • A damaged product received upon delivery.
  • An incorrect product being sent.
  • A product not being delivered.
  • Any situation where a refund is required by applicable law.

3. United Kingdom & Applicable Consumer Rights

Customers in the United Kingdom may have rights under applicable consumer protection laws, including the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Where applicable:

  • Customers may have the right to cancel certain online purchases within 14 days of receiving the product.
  • Products must generally be returned in accordance with legal requirements.
  • Faulty, damaged, or incorrectly described products may qualify for repair, replacement, or refund remedies.

Nothing in this policy removes or limits consumer rights that cannot legally be excluded.

4. Damaged, Defective, or Incorrect Items

If your product arrives:

  • Damaged;
  • Defective;
  • Incorrect;
  • Missing parts;
  • Or significantly different from the description;

please contact us within 14 days of delivery.

We may request:

  • Photos or videos showing the issue.
  • Order details.
  • Additional information needed to investigate the claim.

After reviewing the issue, we may provide:

  • Troubleshooting assistance;
  • Replacement;
  • Repair solution;
  • Partial refund;
  • Full refund where required.

5. Battery and Electronics Issues

Some Replay Labs products contain rechargeable lithium-ion batteries.

If you experience any battery-related issue, stop using the product immediately and contact us.

Examples include:

  • Battery swelling.
  • Excessive heat.
  • Leakage.
  • Unusual smells.
  • Charging abnormalities.
  • Device damage.

Do not attempt to open, repair, or modify the battery or internal components.

Refunds, replacements, or other solutions for battery-related issues will be handled according to the circumstances and applicable consumer protection laws.

6. Lost or Undelivered Orders

If your order has not arrived within the expected delivery timeframe, please contact us.

We will investigate the shipment with the relevant shipping provider.

Depending on the circumstances, we may provide:

  • A replacement shipment.
  • A refund.
  • Another appropriate resolution.

Orders may be affected by circumstances outside our control, including:

  • Courier delays.
  • Customs processing.
  • Incorrect delivery information provided by the customer.
  • External disruptions.

7. Refund Process

If your refund request is approved:

  • Refunds will be issued to the original payment method.
  • Processing times depend on your payment provider or bank.
  • Refunds may take several business days to appear after being processed.

Where applicable, the following may be deducted:

  • Approved return shipping costs.
  • Restocking fees.
  • Amounts required due to damage caused after delivery.

Any deductions will only be made where permitted by applicable law.

8. Order Cancellations

Orders may only be cancelled before they enter processing or shipment.

Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.

Where statutory cancellation rights apply, those rights remain unaffected.

9. Exchanges

We do not provide direct exchanges.

If you receive a defective, damaged, or incorrect product, please contact us and we will determine the appropriate solution.

10. Supplier and Manufacturer Issues

Replay Labs works with third-party suppliers and manufacturers to fulfil orders.

If a product issue is caused by a manufacturing defect, supplier error, or production fault, Replay Labs will work to provide an appropriate customer solution while seeking resolution with the relevant supplier where applicable.

Customers should not contact suppliers directly unless instructed by Replay Labs.

11. Contact Us

For all return, refund, or product support enquiries:

Replay Labs
Wirral, United Kingdom

Email: altitudebusinessinquiries@gmail.com

This policy provides general information and does not constitute legal advice. Replay Labs reserves the right to review each return or refund request individually while complying with applicable consumer protection laws.