Refund policy
Effective Date: June 18, 2025
At Playmates, we take pride in offering high-quality products. Due to the nature of our products, we have specific guidelines regarding returns and exchanges.
This policy applies to all purchases made on our website (playmatess.com). By placing an order, you accept the conditions set out below, as well as our Terms of Service and our Privacy Policy.
Refund Policy
Notwithstanding anything displayed to the contrary on the site, no refunds will be issued unless we provide written notice to the contrary.
Each refund request is reviewed on a case-by-case basis. We reserve the right to refuse any refund request, at our sole discretion, without any obligation to justify our decision.
A refund may be considered in the following cases, subject to the provision of verifiable proof:
- Duplicate charge: you were charged more than once for the same item or the same order;
- Damaged product: the product received is defective or damaged upon delivery;
- Error on our part: Example: you received an item different from the one ordered.
For any request relating to these circumstances, you must contact us at hello@playmatess.com within 3 days of receipt or discovery of the issue, providing:
- Proof of purchase (order number, invoice);
- Clear photographs of the damaged product or the error;
- Any other relevant document (bank statement for a duplicate charge, etc.).
After reviewing your file, we will notify you in writing of our decision. If a refund is granted, it will be issued to your original payment method. Refund processing times may vary depending on your bank, your payment method, and other financial institutions involved. Original shipping costs are not refunded, except in the case of an error on our part or if we state otherwise.
Return Policy
For health and hygiene reasons:
- Items that have been worn, washed or altered, or whose hygiene seal or packaging has been removed or damaged, cannot be returned or exchanged.
- Returns request can be accepted within 11 days of receipt, provided the items are new, unworn, in their original packaging and with all tags intact.
- You must contact us at hello@playmatess.com with your order number before any return. No return will be accepted without prior authorization.
- Return shipping costs are your responsibility, except in the case of an error on our part, a defective product, or if we say otherwise.
Contact Us
If you have questions about our return policy, please reach out to hello@playmatess.com