Refund policy

We have a 14-day return policy, which means you have 14 calendar days after receiving your item to request a return. 

In order for the Goods to be eligible for a return, please make sure that:

  • The goods were received in the last 14 days

  • The goods are in the original packaging

  • The goods are unused and undamaged

  • The goods include all accessories and components

  • If any goods were purchased as part of a promotional deal (for example, buy one get one free), all goods and items as part of the promotion are returned

The following goods cannot be returned:

  • The supply of goods made to your specifications (including colour choice) and/or are clearly personalised

  • Good that have been made to order

  • Online goods such as digital downloads, online workshops and classes 

  • Sale items or gift cards

  • Goods that have been sold as ‘imperfect’ or discounted due to flaws. These items are sold as seen

  • Goods received over 14 days ago

  • The supply of goods which according to their nature are not suitable to be returned, those which deteriorate rapidly, are perishable or are intimate items (no refund due to health/hygiene reasons)

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions. 

 

Requesting a refund

If you would like to request a refund, email your request to: shop@theplayfultangler.com 

If your return request is accepted, we will confirm this in writing and you will have a further 14 calendar days to post the item back to us. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to the following address: The Playful Therapist, Studio 5-116, Unit 5 Harrington Way, Warspite Road, London SE18 5NR

You are responsible for the cost and risk of returning the goods to us.  Shipping costs are non-refundable. We cannot be held responsible for goods damaged or lost in return shipment.  Therefore, we recommend an insured and trackable mail service.  We are unable to issue a refund without actual receipt of the goods or proof of return delivery and date posted. 

 A partial refund may be issued if the goods are not returned in their original condition to reflect any loss in value incurred during transit due to unsuitable packaging.

You can always contact us for any return question at shop@theplayfultangler.com

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

In the event that goods arrive damaged, defective or incomplete, please contact us through email: shop@theplayfultangler.com within 48 hours of receiving the goods so that we can take this up with the courier.  Your email should include a photograph/video clearly showing the damage.

Depending on the damaged, defective or incomplete order, we will either issue you a full or partial refund or send you a replacement item at no additional cost to you.  We may ask you to return the damaged/defective item to us within 14 calendar days so that we can assess the goods for quality assurance and to identify how to stop it from happening again.  If we do so, we will reimburse all postage costs once the goods have been received and proof of postage costs have been sent. You would be responsible for suitably packaging the item up. Items not returned within 14 days will not be eligible for a refund.   

All goods come with a 30-day warranty for manufacture faults.  This warranty does not extend to damage caused by use, wear and tear, accidental damage, misuse of the item or theft.  Returns/refunds for damaged goods outside of the 30-day warranty period will be assessed on an individual basis

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

Once we’ve received, inspected and accepted the returned goods, you’ll be automatically be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.  We will notify you if there is a problem with the goods you have returned or if your request for a refund will not be accepted.

If more than 15 business days have passed since we’ve approved your return, please contact us at shop@theplayfultangler.com