Refund policy
Refunds and returns are granted if items are damaged, defective, not as described, or do not fit and you contact us within 14 days of the delivery date of the item. Please email support@the-playpen.com to initiate a return. Include the order number, pictures of the defect, and a short description of the defect. There will be a $3 restocking and processing fee for each returned item deducted from the refund.
We ship to the address provided to us in the order so we are not responsible for situations when the address provided was incorrect.
We will determine on a case by case basis if the item needs to be returned to us before initiating the refund. Upon inspection, we will initiate the refund and it should take a few business days to be seen in your account.
Please make sure to read our item descriptions carefully. Please bear in mind that photo may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display.
Every once in a while an issue may occur with an order. We are all only human! If this is the case, we are happy to assist you in any way we can. If the problem occurred as a result of an error on our part, we are more than happy to replace or refund the item.
Our Responsibility
- Faulty Product: If the product has a manufacturing defect
- Wrong Item Sent: If we send you the wrong product, color or size.
Your Responsibility
Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.
For example:
Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.
Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.
Exchange Request Instructions
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to support@the-playpen.com.
- Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number. If there are multiple products in an order, identifying the product with the issue.
Our support team will respond within 1 business day and Return Instruction will be provided.
All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@the-playpen.com.