Refunds & Returns

Last updated 25 October 2026. This policy applies to purchases from kidsplayhouse.net.au.

Thank you for shopping with us. If you are not happy with your purchase, we are here to help. You can reach customer support at theteam@customersupport.care; we do our best to reply within 24 hours.

Cancelling before dispatch

You can cancel or change an order at any time before it is dispatched by emailing us with your order number. Most orders are dispatched within 2 working days, so contact us as soon as you can. There is no cancellation fee. Once the parcel has left, the return process below applies instead.

Change-of-mind returns

You can return a standard stock item for an exchange or a refund within 15 days of the day it is delivered. This is our store policy; Australian law does not provide a general cooling-off period for every online purchase, and this policy sits alongside your consumer guarantees rather than replacing them.

To be eligible for a change-of-mind return:

• the request is made within 15 days of delivery;
• the product is in its original packaging and complete;
• you have the receipt, order confirmation or other proof of purchase from this website.

Email theteam@customersupport.care with your order number before sending anything back. We will confirm the return address: goods go back to the warehouse they were sent from, and you pay the cost of sending a change-of-mind return. We cannot accept returns of purchases made from other retailers.

Refunds

Your refund is processed within 24 to 48 hours of the returned item being received. Refunds go to your original payment method (card or PayPal). If you prefer, we can hold the amount as credit against a future order instead.

Damaged, incorrect or missing items

If an item arrives damaged or with missing parts, if you receive something different from what you ordered, or if your order does not arrive at all, tell us straight away with your order number and photographs where relevant. These cases are handled under your consumer guarantees, at no cost to you, return postage included.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights are separate from the change-of-mind policy above and are not affected by it.

How to start a return

Email theteam@customersupport.care with your order number, the item and what you would like us to do. Please wait for the return instructions so the parcel reaches the correct warehouse.

Questions about this policy and unresolved cases can also be sent to caseresolution@customersupport.care.

If something goes wrong

See our complaints handling policy if you are unhappy with how a return has been handled. Nothing on this page removes or restricts a right that cannot lawfully be excluded.