Refund policy

Damages and issues
Please inspect your order once it is received and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right. We have a 7-day return policy, which means you have 7 days after receiving your item to request a return if your items are faulty or arrive in a condition that is other than described, however the sooner the better - especially if the items are received damaged. Please ensure you take photos of any damage to the package and items so that we can accurately assess the items for replacement or refund.

To start a return, you can contact us at hello@theplayfulcollective.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that we can not accept returns for change of mind. Please take your time to choose your purchases carefully. 

Under certain circumstances we may choose to refund you at our discretion, however a restocking fee will apply to cover all transaction fees incurred at the time of your purchase.

If in doubt, you can always contact us for any return question at hello@theplayfulcollective.com.au.

For any items damaged in transit

Once an item has left our warehouse The Playful Collective accepts no responsibility for any damage that may occur in transit, or items lost in transit. We recommend that postage insurance is requested at the time of placing your order for an additional fee. If you are wanting to make a claim for a damaged or lost item, the proper process will need to be followed in order for a replacement or refund to be processed. This may include taking your damaged items into an Australia Post outlet for them to be assessed or lodging an enquiry with Australia Post.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.