Returns Procedures

Last Updated: 30/11/2023

Returns Procedures

Warranty Claim - Damaged Goods and Missing Parts

At Planet Play, we are committed to ensuring your child's happiness and satisfaction with our products. We understand that sometimes things don't go as planned, and you may encounter issues with damaged goods or missing parts. Our warranty claim procedure is designed to be friendly, easy, and fair, ensuring a seamless resolution for you.

1. Making a Warranty Claim for Damaged Goods or Missing Parts

If you have received damaged goods or discovered missing parts, please follow these steps to make a warranty claim:

• Send us an email to hello@planetplay.com.au
• In your message, include the following information:
  • Your order number.
  • Specify the quantity of each product and/or part that is missing, faulty, or damaged.
  • Attach clear images or videos (of acceptable quality) that show:
    • The fault or damage (if applicable).
    • The missing part (if applicable).
    • The product in its original packaging (if applicable).
    • The product's instruction manual with the fault, damage, or missing part indicated (if applicable). You can circle the area of concern.
  • Provide a brief explanation of the fault or damage and what resolution you are seeking (e.g., refund, credit, or replacement of parts/product).

2. Image and Video Quality

Please ensure that the images and videos you provide are of acceptable quality to allow us to assess the claim. Thumbnail images are not considered acceptable, as they do not provide a clear assessment of alleged faults or damage.

3. Retaining Items

We kindly request that you do not dispose of the items before your warranty claim has been made and finalised. In some cases, we may need to inspect the items, and disposing of them prematurely may affect the resolution process. We reserve our rights, subject to the Australian Consumer Law, to deny a credit, replacement, or refund if goods are disposed of before a warranty claim is finalised.

4. Returning Items

Please refrain from returning the product to us without prior notification. If a return is necessary, we will provide a return label for this purpose. Note that any postage costs incurred by you for return postage will not be refunded if no valid warranty claim is found, or if a return label has not been provided.

5. Missing Parts Resolution

For missing parts, once we have received the necessary details and validated the claim, we will dispatch the missing part to you as soon as practicable after confirming its availability in our warehouse. Dispatching spare parts may take up to two working days. If a spare part is not available within a reasonable period, we will provide an alternative solution in accordance with our obligations under the Australian Consumer Law.

6. Delivery Delays

Any delivery delays should be reported to us within 10 working days from the date of dispatch. We will investigate any delivery delay through our courier partner, which may take up to two working days. If we receive no updates within two working days of notifying the partner, we will offer an appropriate remedy in line with the Australian Consumer Laws.

Change of Mind Returns

We want you to be completely satisfied with your shopping experience. We understand that sometimes, you might have a change of mind about a purchase. Our Change of Mind Procedure is designed to be friendly, easy, and accommodating, while still adhering to certain conditions. Please review the steps below:

1. Consultation for Change of Mind Refund Request

Before returning a product due to a change of mind, please consult with us. Do not send the product back without prior consultation. Refunds for change of mind will not be provided if we have not been consulted.

2. Initiating a Change of Mind Refund Request

To initiate a change of mind refund request, please follow these steps:

• Send us an email to hello@planetplay.com.au
• Send us a message that includes clear pictures or videos (of acceptable quality) showing the condition of the received product.
• Provide an explanation of why you would like to return the product and confirm its eligibility for a refund.

3. Return Arrangements

For change of mind returns, shipping is covered by the customer.

4. Accepted Change of Mind Requests

If your change of mind request is accepted, the following refund procedures apply:

• we will refund the item price and the shipping fee minus a restocking fee of 15% of the item price and the entire original shipping fee.
• If the customer changes their mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price and the shipping fee minus a restocking fee of 10% of the item price and the shipping fee. Refunds for RTS will be provided after the item is received at our/supplier warehouse facility.

5. Time Limit for Change of Mind Requests

We only accept change of mind requests within 14 days after delivery.

6. Product Condition for Change of Mind Requests

Please note that we do not accept change of mind requests for products whose packaging has been opened and unpacked.

7. Contact Us

If you have any questions or concerns regarding change of mind refund requests, please feel free to contact our friendly customer support team at hello@planetplay.com.au.

Thank you for choosing Planet Play for your children's needs. We are here to make your shopping experience easy, enjoyable, and accommodating.

Contact Information:

• Email: hello@planetplay.com.au