1) Scope of the Policy and Consent

This policy applies to all purchases made on the 965play website. By completing the order, the customer acknowledges that they have read, understood, and agreed to this policy, and that it serves as the authoritative reference for any return, exchange, refund, or warranty claim, as well as for any escalation with any payment processor, intermediary, or service provider.

2) Returns/Exchanges within 14 days

Returns or exchanges are allowed within 14 days From the date of receipt/invoice, provided that all of the following conditions are met:

• Product Sealed, unopened and unused, and in like-new condition.
• Existence Original Cartoon All included accessories and gifts (if any), as well as stickers and stamps, are as is.
• Introduction Purchase Invoice/Order Number.

3) Basic Rule (Very Important)

Any product that has been opened or used cannot be returned or exchanged under any circumstances.

4) Computers and PC Builds (PC Builds / Custom Builds)

All non-ready-to-ship computers/systems (built-to-order) are non-returnable, non-refundable, and non-cancellable under any circumstances. This is because the device components are unboxed, installed, and set up immediately after the order is approved.

This includes bundles with multiple pricing options offered on the website (not just those created individually “upon customer request”).

5) Products That Cannot Be Returned or Exchanged

In addition to the opening/use policy above, the following items are excluded from return or exchange (depending on their nature):

• Codes, digital products, and gift cards (after digital delivery).
• Software/Licenses/Subscriptions if the seal has been broken or they have been activated or used.
• Consumer products or products that are affected by use (depending on their nature).
• Sale/Clearance/Special Offer Products: These may be Non-refundable (This is shown on the product page or at checkout.).

6) Defects upon receipt (DOA) or damage during delivery

If the product arrives damaged or with an obvious defect upon receipt, the customer must contact us within 24 hours from receipt (Preferably on the same day) and please provide us with:

• Order/Invoice Number
• Clear photos/video illustrating the problem and the serial number, if available
• Packaging Condition and Accessories

After inspection, the appropriate action (repair, replacement, or refund) will be taken based on the circumstances and in accordance with our technical assessment.

7) How to Request a Return or Exchange

• Contact us via WhatsApp or email and provide us with your order number and the reason for your inquiry.
• We may request an inspection of the product to verify its condition before approving the order.
• Any product returned without prior approval or without an order number or invoice number may be rejected.

8) Refunds

• If the refund is approved, the amount will be refunded to The same original payment method As much as possible.
• The time it takes for the amount to appear in the customer's account depends on the bank's or payment provider's procedures, and we cannot guarantee a specific timeframe.

9) Delivery and Shipping Fees

• Delivery Fees Non-refundable After the order has been shipped/disposed of for delivery.
• In cases of returns initiated by the customer (provided they are permitted under the policy), the customer is responsible for the return shipping costs unless otherwise agreed.

10) Warranty

Warranty terms vary depending on the policies of the manufacturer or authorized distributor, whether inside or outside Kuwait. The warranty will be voided if misuse, breakage, impact damage, liquid damage, unauthorized modification or disassembly, or repair outside an authorized service center is detected.

10.1 Products from Authorized Distributors in Kuwait

Warranty claims are handled through authorized distributor/dealer service centers. We may direct the customer to the appropriate warranty provider depending on the product.

10.2 965play Products (when 965play is the distributor)

We will receive the product for inspection to verify the presence of a manufacturing defect. If a manufacturing defect is confirmed, the product will be repaired or replaced, subject to stock availability.

If the product is out of stock, the customer has the right to choose An alternative product of similar value Or wait until the same product becomes available.

11) Installment payments through third-party providers (BNPL)

Installment services are provided by third parties in accordance with their own terms and policies. 965play’s role is limited to offering the installment option as a payment method and processing the order in accordance with 965play’s policies. Any disputes, fees, or decisions regarding the installment provider are solely between the customer and the installment provider., and 965play assumes no responsibility for this.

12) Communication

Email: info@new.965play.com
WhatsApp: +96597020700