Return Policy
If you are looking to return or exchange your order for whatever reason, we’re here to help!
Change of Mind Returns
We offer change of mind returns within 30 days of purchase. You can return your product for store credit, an exchange, or a refund to the original payment method.
Please note the following exceptions to our change of mind return and refund policy:
- Due to the bulky nature of our products, all items must be returned in original packaging.
- Returned items must have no visible signs of wear or use.
- Ball pits and other compressed items must be unopened and in their original compression sleeves.
- You must complete your return within 30 days of the date of your order.
- The original shipping costs to you are not refunded.
- The return shipping cost is to be paid by the customer.
To initiate a change of mind return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- You will be sent a link to pay for and print a shipping label that you will receive by email.
- Send all items back to us using the label provided in the items original packaging.
Faulty Items
In the event that your order arrives damaged in any way, we offer free returns in exchange for store credit, a replacement item or a full refund. Please email us within 2 days of receiving your item at support@playplanetkids.com or reply to your order confirmation email with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Please note the following exceptions to our change of mind return and refund policy:
- Refunds / exchanges will not be accepted after the 2 days of receiving the product has passed.
- Refunds/ exchanges will not be accepted if there are any signs of improper use of the product or failure to follow the cleaning and care instructions as stated on our website under “product care”.
To initiate a faulty product return, please complete the following steps:
- Reply to your order confirmation email to request which products you would like to return.
- Print the prepaid return shipping label that you will receive by email.
- Send all items back to us using the label provided in the items original packaging.
For any major faults, Play Planet offers a return policy in line with the ACCC Consumer Guarantees.
Additional Information:
- All return requests will be assessed within 4 business days of receiving the request.
- The returned items will be assessed within 3 business days of receiving the item at our facility. If the item is in it's original packaging and showing no signs of improper use then the refund, replacement items or store credits will be arranged.
- The original shipping cost will not be refunded unless the item is damaged during delivery.
- Email support@playplanetkids.com for any further questions.