Refund policy

Returns

Your satisfaction is our top priority. If you are not 100% happy with your purchase, you may return it to us for a refund or exchange.

To return a product, please email us at support@mail.kingdomplayroom.com with your order number and we will generate a return label for you.

Please kindly note that if you're applying for a refund, the final refunded amount will be minus the cost of the return shipping + transaction fees based on your original payment method:

  • Credit cards & Paypal - 2% fee
  • Afterpay, Sezze, Zippay - 6% fee

You will be given a quote for the return shipping before proceeding. Any shipping fee that was incurred on the original order is non-refundable.

  • All returns must be posted within 30 days of receiving.
  • To be eligible for a return, your item must be unused and in a re-sellable condition, i.e. in the same condition that you received it, including the original packaging.
  • Returns are NOT applicable for sale or clearance items.


Refunds (if applicable)

Our refund policy lasts 30 days from receipt.

For pre-orders, order cancellation and full refunds can be issued up until the time the product is dispatched. 

To apply for a refund, email us at support@mail.kingdomplayroom.com with your order invoice. If the product was received in a damaged condition, please also attach photos. 

Once your refund is approved (generally within 1-2 business days), it will be processed and automatically applied to your credit card or original method of payment.

**NOTE: As we are based in Australia, all payments and refunds are processed in AUD, so your refund amount may differ from your original payment amount due to daily fluctuations in currency exchange rate.

Non-applicable refunds 

Please note the following scenarios are NOT eligible for refunds:

  • Stolen or missing packages - Unfortunately we are unable to take responsibility for parcels once the tracking number indicates they have been delivered to the specified address.
  • Damage to packaging during transit - We understand some purchases are for gifts and we do our best to package safely, but unfortunately cosmetic damages to the packaging box can still happen during delivery.
  • Unsuccessful delivery - In the event of an incorrect address and failed re-delivery attempts, the parcel will be forfeited and no refunds issued. A re-delivery charge will be applicable.
  • Orders still in transit - Shipping times can sometimes take longer than estimated, we are unable to process a refund until the parcel is either declared lost by the courier or returned to our warehouse.
  • Sale & clearance items - Items purchased on clearance or sale are not eligible for change of mind refunds or exchanges.

In all the above situations, replacement products or partial refunds may be issued on a case-by-case scenario. 

Please contact us at support@mail.kingdomplayroom.com to see what we're able to do for you. We understand how frustrating these situations can be for all involved and will endeavour to make things easier for you.

Warranty

The Carry-Play comes with a 12-month warranty for manufacturing defects that result in the product being unsafe to use, or dysfunctional.

The warranty does not apply to: 

a) cosmetic damages such as scratches, material discolouration, 
b) damage caused by accident, abuse, or any other external cause
c) defects caused by normal wear and tear

To claim your warranty, please email us support@mail.kingdomplayroom.com with photos of the damage and your order invoice or number, along with a description of how the damage occurred.

Depending on the results of our assessment, we reserve the right to:

  • repair or replace goods (or part of them)
  • resupply or fix a problem with services (or part of them)
  • provide compensation to the customer

Late or missing refunds (if applicable)

If you haven’t received your refund within 3-5 business days, please check with the provider of your payment method, e.g. your bank, PayPal or Afterpay.

If you have checked with all your service providers and still have not received your refund yet, please contact us at support@mail.kingdomplayroom.com.