Refund policy

Last updated: July 15, 2026

At Play!, we take pride in creating high-quality handmade wooden toys. Every item is carefully inspected before it is shipped, and we want you to be delighted with your purchase.

Returns

If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.

To be eligible for a return:

The item must be unused and in its original condition.
The item must be returned in its original packaging where possible.
Proof of purchase or your order number must be provided.
The customer is responsible for return shipping costs unless the item is faulty or we have made an error with your order.

Returns that do not meet these conditions may not be accepted.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 14 days of delivery. Include your order number along with clear photographs of the item and packaging so we can assess the issue quickly.

If the item is confirmed to be faulty or incorrect, we will offer one of the following:

A replacement
A full refund
Store credit

The solution offered will depend on product availability and the nature of the issue.

Non-Returnable Items

The following items cannot be returned unless they are faulty:

Custom-made or personalised products
Gift cards
Clearance or sale items marked as Final Sale
Products that have been used, altered, damaged through misuse, or are not in their original condition

Refunds

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or payment provider may take additional time to process the transaction.

Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

Exchanges

We only replace items that are defective, damaged, or incorrect. If you would like to exchange an item for another product, we recommend returning the original item (if eligible) and placing a new order.

Cancellations

Orders may be cancelled before they have been dispatched.

Once an order has been shipped, it cannot be cancelled and will instead be treated as a return in accordance with this policy.

Natural Materials

Our toys are handcrafted from natural wood. As wood is a natural material, slight variations in grain, colour, texture, knots, or finish are normal and make each toy unique. These natural characteristics are not considered defects.

Toy Safety

Our toys are intended to be used under appropriate adult supervision where required. Please ensure the toy is suitable for the child's age and regularly inspect toys for signs of wear or damage.