Returns & Refund Policy
Our Returns Promise
At The Play Pen, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, you may be eligible to return it in accordance with this Returns & Refund Policy and your statutory rights under UK consumer law.
Nothing in this policy affects your legal rights.
Change of Mind Returns
If you change your mind about a purchase, you may return eligible items within 30 days of receiving your order.
To qualify for a return:
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The item must be unused and in a resalable condition.
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The item must be returned in its original packaging where possible.
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Proof of purchase may be required.
Once the returned item has been received and inspected, we will process any approved refund to your original payment method.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at info@theplaypen.co.uk.
Please provide:
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Your order number
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A description of the issue
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Photographs where appropriate
Where an item is confirmed as faulty, damaged or supplied incorrectly, we will offer an appropriate remedy which may include:
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A replacement
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A repair (where applicable)
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A full refund
In these circumstances, return postage costs may also be reimbursed.
How to Arrange a Return
To arrange a return, please contact our customer service team at:
Email: info@theplaypen.co.uk
Please include:
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Your full name
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Order number
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Details of the item(s) you wish to return
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Reason for return
We will provide instructions on how to return your item.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome of your refund request.
Approved refunds will be processed to the original payment method used for the purchase.
Please allow up to 14 days for the refund to appear in your account, depending on your payment provider.
Return Shipping Costs
Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning unwanted items.
We recommend obtaining proof of postage when returning items.
The Play Pen cannot accept responsibility for returned items lost in transit.
Non-Returnable Items
For hygiene, safety or legal reasons, certain items may not be eligible for return unless faulty.
This may include:
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Personalised or customised products
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Digital products or downloadable content
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Items that have been used or damaged after delivery
Any exclusions will be clearly stated on the relevant product page where applicable.
Your Consumer Rights
This Returns & Refund Policy operates alongside your rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation.
Nothing within this policy affects your statutory rights.
Contact Us
If you have any questions regarding returns, refunds or exchanges, please contact:
The Play Pen
Email: info@theplaypen.co.uk