Overview

At Play Universe, your child’s happiness matters to us. Our Returns & Refund Policy forms part of our Happy Child Smile Guarantee and applies to all purchases made directly through www.playuniverse.co.za.

Our refund and returns policy starts from the day your order is delivered.
You must request a return within 14 days of delivery.

If you request a return after 14 days, we will not be able to accept it.

Please note that after 30 days from delivery, we cannot offer a refund, exchange, or store credit.

Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The item must be unused, unopened, and in the same condition as received

  • The item must be returned in its original packaging

  • A valid receipt, invoice, or proof of purchase is required

  • The item must have been purchased directly from Play Universe

Please do not send items back to the manufacturer.

Items Not Eligible for Full Refunds

Partial refunds or declined returns may apply in the following situations:

  • Items returned in a condition that differs from how they were delivered.

  • Items that are damaged, altered, missing parts, or used (unless due to our error).

  • Items that are returned without an approval from us.

  • Items that are returned after 30 days from the date of delivery.

How to Initiate a Return (Easy Steps)

To start a return, follow these simple steps:

  1. Email us at returns@playuniverse.co.za
    Subject line: “Return Request”

  2. Include the following information:

    • Order number or invoice

    • Reason for return

    • Clear photos of the item (where applicable)

  3. Wait for approval and instructions
    Our team will review your request and provide return or collection instructions.
    Please do not return items without approval.

Return Delivery & Costs

  • Customers are responsible for all return delivery costs.

  • Return delivery fees will only be reimbursed if the item received is damaged or faulty.

  • Please note that original delivery fees are non-refundable

  • We cannot guarantee receipt of returned items. For this reason, we strongly recommend carefully following the return instructions provided to you to help ensure successful delivery back to us.

Delivery times for exchanges may vary depending on your location.

Refund Process

Once your returned item is received and inspected:

  • You will receive an email confirming receipt

  • You will be notified whether your refund is approved or rejected

  • Approved refunds are processed to the original payment method

  • Refunds are typically completed within 7–10 business days after approval

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your bank or payment provider (processing times vary)

  3. If the issue persists, email us at returns@playuniverse.co.za

Sale Items

Only regular-priced items qualify for refunds.
Sale or discounted items are not refundable, unless defective or damaged on arrival.

Exchanges

We only replace items if they are defective or damaged.

To request an exchange:

  • Email returns@playuniverse.co.za

  • Include your order number and photos of the defect

  • We will guide you through the exchange process

Happy Child Smile Guarantee

If your child is not satisfied with their toy, you may request a refund, exchange, or store credit within 14 days of delivery, subject to the conditions outlined above.

Our goal is simple: happy children and confident parents.

Need Help?

For any questions related to returns, refunds, or exchanges, contact us at:
📧 support@playuniverse.co.za