Playtime Pioneers Return and Refund Policy

We want you to be happy with your purchase. If something isn’t right, we’ll do our best to put it right.

This policy explains your rights and how to return items.

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1.Your Right to Cancel (Changed Your Mind)

• Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

• You then have another 14 days to return the items to us.

• To qualify for a refund, items must be returned in line with our Condition of Returns (see Section 3).

We’ll refund the cost of the goods and the standard delivery charge (if paid). Please note:

• We will not refund return postage costs for change-of-mind cancellations.

• If you chose an upgraded delivery option (e.g. next-day delivery), we will only refund the standard delivery cost.

2. Faulty, Damaged, or Incorrect Items

If your item is faulty, damaged, or not what you ordered:

• Contact us as soon as possible at [insert email].

• We may ask for photos or details so we can resolve the issue quickly.

• You are entitled to a full refund, repair, or replacement.

• In these cases, we will cover the cost of return postage.

3. Condition of Returns

• Goods must be returned in a new, unused, and resell-able condition, ideally in their original packaging.

• You may handle goods to the extent necessary to decide whether you want to keep them (as you would in a shop).

• If the product has been used, damaged, or returned in a condition that reduces its value, we reserve the right to make a deduction from your refund to reflect that loss of value.

• We reserve the right to refuse a refund if goods are returned in an unsellable condition.

4. How to Return Items

1. Email us at [insert email] with your order number and reason for return.

2. Pack the items securely (using original packaging where possible).

3. Send them to:
   Playtime Pioneers Returns
   [Insert return address]

Cost of Returning an Item
As a small business, we are unable to cover the cost of return postage for change-of-mind cancellations. Customers are responsible for the cost of returning items in these cases. We will cover return postage if the item is faulty, damaged, or sent in error.

5. Refunds

• Refunds will be issued to the same payment method used at checkout.

• Refunds will include the standard delivery charge (if paid), but exclude express delivery upgrades and return postage for change-of-mind returns.

• Please allow up to 5 working days for the refund to appear in your account after we process it.

• We cannot be held responsible for any bank or card provider charges while you wait for funds to clear.

• We aim to process all returns within 7 working days of receiving them and always within the 14-day legal timeframe.

6. Exclusions (When You Cannot Return)

Certain items cannot be returned under UK law, including:

• Personalised or made-to-order products,

• Items sealed for hygiene reasons (e.g. certain toys, clothing, or bedding) once opened.

Sale Items

• Sale or discounted items are not eligible for a monetary refund. If returned in line with this policy, you will receive a credit note for the value of your return.

• This does not affect your statutory rights. If a sale item is faulty, not as described, or covered by your 14-day right to cancel under the Consumer Contracts Regulations, you are still entitled to a full refund.

7. Need Help?

If you have any questions about returns, refunds, or exchanges, contact us:
hello@playtimepioneers.com
 

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