Return Policy

At Kidsplayplay, we are committed to providing our customers with high-quality, durable, and safe playground equipment. We stand behind our products and want you to be completely satisfied with your purchase.

Due to the custom, large-scale, and heavy nature of our products, our return policy is designed to be fair to our customers while also being practical. Please read the following policy carefully before making a purchase.

1. Returns & Cancellations Before Shipping

• Order Changes & Cancellations: You may modify or cancel your order without penalty within 24 hours of placing it, provided production or shipping preparation has not yet begun. Please contact us immediately at [Customer Service Email].
• Custom & Made-to-Order Items: Once an order for custom-colored, configured, or designed equipment has entered the production phase (typically after 24 hours), it cannot be cancelled or returned unless the item is found to be defective.

2. Returns & Refunds After Delivery

Due to the significant shipping costs and logistical challenges involved, we have a limited return policy for standard items and a strict no-return policy for custom items after delivery.

• Eligibility for Return:
  • Returns are only accepted on new, unopened, and unused standard (non-custom) products in their original packaging.
  • The return must be requested within 7 calendar days of the delivery date.
  • Custom products, including but not limited to specific color matches, modified designs, and safety surfacing cut to size, are FINAL SALE and cannot be returned or refunded.
• Return Process:
  1. Contact Us: You must first contact our customer service team at [Customer Service Email ] to request a Return Merchandise Authorization (RMA) number. Returns shipped without an RMA number will not be accepted.
  2. Return Shipping: The customer is responsible for all return shipping costs, including packaging and freight. We strongly recommend insuring the shipment. Original shipping fees are non-refundable.
  3. Restocking Fee: A 20% restocking fee will be deducted from your refund to cover processing, inspection, and handling costs.
  4. Inspection: Once received, the product will be inspected. Refunds will only be issued for items in resalable condition (unopened, unused, in original packaging).
• Refund Timeline: After we receive and inspect the returned item, please allow up to 10 business days for the refund to be processed to your original method of payment. You will be notified via email once the refund has been issued.

3. Damaged or Defective Items

Your satisfaction and safety are our top priorities. We handle damaged or defective items differently.

• Inspect Upon Delivery: It is the customer’s responsibility to inspect all packages for visible damage before the delivery driver leaves. Note any damage on the carrier’s bill of lading (delivery receipt) and take photos.
• Report Immediately: Any concealed damage (discovered after opening) or manufacturer defects must be reported to us within 48 hours of delivery. Please provide your order number and clear photos of the damage or defect.
• Resolution: We will work quickly to resolve the issue by either:
  • Sending replacement parts for minor damage/defects.
  • Arranging for a full replacement of the major component or entire unit at our discretion.
  • In rare cases, issuing a partial or full refund.

We cover all costs associated with replacing damaged or defective items.

4. Incorrect Items Shipped

If you receive an incorrect item, please contact us within 7 calendar days of delivery. We will arrange for the correct product to be shipped to you and provide a prepaid return label for the incorrect item.

5. Warranty Claims

Our products are covered by a manufacturer’s warranty. Returns or refunds for issues that are covered under warranty will be handled according to the specific warranty terms provided with your product. Please see your warranty documentation or visit our [Warranty Page] for details.

6. Non-Returnable Items

The following items are FINAL SALE and cannot be returned for refund under any circumstances, except for manufacturer defects:

• Custom or made-to-order products (color, size, design).
• Equipment that has been assembled, installed, or used.
• Any product not in its original packaging.
• Safety surfacing materials (pour-in-place rubber, tiles, mats).
• Clearance or “as-is” items.

Contact Us

If you have any questions about this return policy, please contact our customer service team:

• Email: [[email protected] ]
• Phone: [+86 577 88389950]
• Hours: [9:00am–17:30pm UTC/GMT +8]