Exchanges + Returns
Returns
Our policy lasts 30 days, and the items must be returned unused and in their original packaging.
To initiate a return, please contact us via email at shop@thesoftplaycompany.com with your order number and the details of your return. You will be reached within 24 hours with return approval.
Please note that custom made commercial items, ball pools, inflatables and custom soft play are all final sale, and not eligible for return or refund.
Return Shipping
You will be responsible for paying the shipping fees on your returned item(s). Any return shipping costs incurred by us as a result of rejecting delivery of a package, or as a result of an incorrect delivery address supplied, are non-refundable.
If you opt for an exchange this will be processed once your original return has arrived at our warehouse.
The Soft Play Company is not responsible for returns that are lost or damaged in transit.
Refunds (if applicable)
If you opt for a refund we will send you an email to notify you when we have received and inspected your returned item.
Once approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, please allow 7 working days. If you still have not received your refund after this time then please contact us at shop@thesoftplaycompany.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If this is applicable please contact us at shop@thesoftplaycompany.com with photographs of the damage.
Depending on where you live, the time it may take for an exchanged product to reach you, may vary.
Order Cancellations
Order cancellations may be possible if you reach us within 1 hour of your order being placed. If your order is already being produced, processed or shipped, a cancellation will not be possible.
Questions regarding your return or the return process? Please feel free to contact us directly at shop@thesoftplaycompany.com