Returns Policy

We stand behind the quality of our products however, if you are not happy with your order please advise us in writing via [email protected] within the specified time frames below.

Change of Mind

Should you have a change of heart on receipt of your purchase, you have 5 days to advise us via email [email protected] to discuss an exchange or refund. Refunds can only be paid into the same account as the initial order.

Please note, postage costs for change of mind are the buyer’s responsibility however, we can certainly assist to ensure it’s as hassle free as possible for you, i.e. we can book a courier collection on your behalf provided you fall within their zone (agreed costs can be deducted from any applicable refund). Alternatively, we accept returns via Australia Post.

Should we arrange collection of your item(s) via our own courier service please note, you MUST be present at time of collection for a signature; they cannot retrieve unattended items due to understandable security concerns.

Returned items MUST be in their original condition and original packaging with ALL original stickers in place. We will require photographic evidence of appropriate packaging prior to return to us. Items cannot have been used in any way AND waterproof mats must be folded along the same fold lines with which they were received. If the plastic mats are folded incorrectly or carelessly, there is a chance that undue pressure placed on the woven plastic when inserting back into the carry bags or during transit may cause damage, rendering them unsellable, therefore voiding any option for a refund or exchange. 

Damage in Transit

By authorizing delivery without a signature or confirming proof of delivery with a signature via Courier / Australia Post, you automatically render your order received “in good condition”. This relinquishes Playtime Market from any responsibility for goods damaged in transit. Any further concerns can be taken up directly with the Courier service or Australia Post, eliminating Playtime Market of any liability.

Manufacturing Fault

Playtime Market follows rigid quality control and it’s extremely rare, if ever, a faulty product leaves our warehouse.

In the exceptional occasion you do believe a manufacturing fault applies, please advise us in writing via [email protected] within 5 days of receipt of delivery. We will liaise with you regarding a potential replacement or refund. We do understand some issues may not become apparent until later and anomalies will be accepted outside of this time frame depending on the issue. This will be at Playtime Market’s very fair discretion.

Please supply clear images via email so we can review your concerns properly & in a timely fashion. We try and avoid return of products prior to sending out a replacement / refund if the issue is clearly obvious in visuals. If we cannot resolve your issue via email, we will kindly request products are returned for further examination. We can certainly assist with collection of the item through our courier service and in this instance, you will be contacted by us within 2 business days form return receipt with our feedback. All delivery costs relating to legitimate manufacturing faults are at Playtime Market’s expense.

A refund / replacement authorized via email will be honored within 24 hours of our courier collecting the faulty goods from you. If you choose to use your own service we will honour any refund / replacement on receipt of goods (we strongly suggest you use insured/registered mail as we cannot be held responsible for damage/missing goods via your preferred freight service). 

Should we arrange collection of your item(s) via our own courier service please note, you MUST be present at time of collection for a signature; they cannot retrieve unattended items due to understandable security concerns.