Refund & Return Policy

We are committed to ensuring your satisfaction with your purchase. Our customer service team is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible. We are on your team. We are immediately responsive and will do all that we can to help, and to provide the best resolution. 

 

Please review the following return & refund policy details: 

 

Cancellations

We understand that circumstances may change. If you wish to cancel your order, please contact us within 24 hours of your purchase (exclusions apply, such as custom orders; for more information on custom orders, please see the section below). Non-custom orders can only be canceled before they have been shipped. Once an order has shipped, our standard return policy applies. 

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. 

Reach our customer service team at +1(917)634-4934, use the chat in the bottom right, or email us at info@shopkidsplaysets.com at any time. 

 

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded, as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order, manufacturers start building your unit. 

All sales are final for custom made and made-to-order products.

If it is not clear whether your order is custom or made to order, please call us at +1(917)634-4934, use the chat in the bottom right, or email us at info@shopkidsplaysets.com at any time. 

 

Refunds and Returns

We offer a refund within the first 30 days of your purchase on most products. Please refer to individual product pages to understand its return and/or exchange policy, or contact us at info@shopkidsplaysets.com or +1(917)634-4934. We aim to be as accommodating as possible.

Eligibility Criteria:

  • Your item must be unused and in the same condition that you received it.
  • The item must be in its original packaging.
  • You have your receipt or proof of purchase.

If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Damaged or Defective Items: If your product is damaged or defective, you may be eligible for a full refund or replacement. Please notify us within 15 days of receiving your shipment to report any damage or defects. 

Note: Please also inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to info@shopkidsplaysets.com and we will process a claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

 

Non-Refundable Items: 

  • Shipping Costs: Shipping charges are non-refundable, except in cases where the return is due to an error on our part, or the item is damaged or defective. 
  • Assembly and Installation Fees: Any fees paid for assembly or installation services are non-refundable.
  • Gift Cards

 

Return Process 

  1. Contact Us: To initiate a return or request a refund for your purchase, please contact our customer service team at +1(917)634-4934 or via email at info@shopkidsplaysets.com. Provide your order number, details of the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Once your return request is approved, we will provide you with a return authorization number and instructions for returning the item(s).
  3. Return Shipping: You are responsible for arranging and covering the cost of return shipping for your purchase. We recommend using a trackable shipping service and purchasing shipping insurance to ensure the safe return of the item(s). Feel free to contact us for recommended shipping carriers.
  4. Inspection: Upon receiving your item(s), our team will inspect and verify it’s condition and eligibility for a refund.
  5. Refund Processing: If the returned item(s) meet our refund eligibility criteria, we will process your refund within 5-8 business days. Refunds will be issued to the original form of payment used for the purchase. 

 

Exchanges

If you would like to exchange your product, you may do so within 30 days of receiving your item. However, you, as the customer, are responsible for any return processing fees and return shipping costs.

Eligibility criteria remains the same.

Please email us at info@shopkidsplaysets.com to get started on your exchange.

 

Please Note:

When you are making a purchase from Shop Kids Playsets, you are acknowledging the following of the Exchange Agreement:

  • I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Shop Kids Playsets within 24 hours of the product being delivered.
  • I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange. 
  • I understand that products need to be returned unused. An additional restocking fee may occur.
  • I understand that if my order has left the warehouse, I am unable to receive a full refund. 
  • I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%. 

 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 24 hours, that is not a warranty claim.

 

Chargebacks

Any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.

 

Contact Us

We greatly appreciate your support & we continue to thank each one of you for shopping with us! If you have any questions or concerns about our return & refund policy, please do not hesitate to contact our customer service team for assistance. We are here to help ensure your satisfaction with your purchase. Please send an email to info@shopkidsplaysets.com or call us at +1(917)634-4934.

 

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