Refund policy
Australian Consumer Law Guarantees
Our products come with guarantees that cannot be excluded under 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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty or Defective Products
If your Playzenkits product arrives damaged, defective, or significantly not as described, please contact us within 7 days of delivery. We will provide:
- A full refund, or
- A replacement product
To make a claim, please provide photos of the defect and your order number.
Damaged During Shipping
If your product arrives damaged due to shipping, please contact us within 48 hours with photos. We will arrange a replacement or full refund at no cost to you.
Change of Mind
Due to the therapeutic and specialised nature of our products, we cannot accept returns for a change of mind. Please carefully review product descriptions and contact us before purchasing if you have questions.
Products Damaged During Use
Our play therapy kits are designed for therapeutic play, which may involve intentionally breaking, tearing, or manipulating materials as part of the healing process. We cannot accept returns or provide refunds for:
- Products damaged during normal use or play
- Materials used as intended (e.g., clay moulded, paper torn, stress balls compressed)
- Items broken during therapeutic activities
- Missing pieces after the kit has been opened and used
Hygiene & Safety
Once opened and used, kits cannot be resold for health and safety reasons. Returns are accepted only for unopened, faulty products.
How to Contact Us
For warranty claims or questions: info@playzenkits.com.au