Returns & Exchange Policy

At Play Education Co., we want you to be completely happy with your purchase. If something isn't right, we're here to help. Please read our policy below so you know exactly where you stand.

Last updated: April 2026

How to Make a Return

If you'd like to return a product, please follow these steps:

  1. Contact us first. Email us at info@playeducationco.com.au within 14 days of receiving your order. Include your order number, the item(s) you'd like to return, and the reason for your return.

  2. Wait for approval. We'll respond within 2 business days to let you know whether your return is approved and provide you with return instructions. Please do not send items back before receiving approval.

  3. Pack items securely. Return items in their original packaging where possible, unused and in the same condition you received them. Include your order number or a note with your contact details inside the parcel.

  4. Send the item. Post the item to the address provided in our approval email.

  5. Receive your resolution. Once we receive and inspect the returned item, we'll process your exchange, store credit, or refund (as applicable) within 5 business days.

⏱  14-Day Return Window

Return requests must be initiated within 14 days of the delivery date. We are unable to accept returns requested after this period.

2. Who Pays for Return Postage?

Faulty, Damaged, or Incorrect Items

If you received a product that is faulty, damaged in transit, or different from what you ordered, we will cover the cost of return postage. We'll provide you with a prepaid return label or reimburse your reasonable shipping costs upon receipt of the item.

Change of Mind

If you are returning an item for any other reason (including change of mind or ordering the wrong item), the cost of return postage is your responsibility. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit on their way back to us.

💡 Tip

We strongly recommend keeping your proof of postage until your return has been confirmed. Items lost in return transit without tracking cannot be refunded.

3. What Is Not Eligible for Return

The following items cannot be returned or exchanged, except where required under Australian Consumer Law:

  • Items that have been opened, used, or assembled

  • Items not in their original condition or missing original packaging

  • Items returned without prior approval from Play Education Co.

  • Items returned outside the 14-day return window

  • Consumable products (e.g. art and craft supplies, sensory materials) once opened

  • Custom or specially ordered items

  • Sale or clearance items marked as final sale at the time of purchase

⚖️  Your Rights Under Australian Consumer Law

Even if an item falls into the categories above, you may still be entitled to a remedy if the product is faulty, unsafe, or not as described. Australian Consumer Law guarantees cannot be excluded. If you believe you have a claim under consumer law, please contact us and we will work with you to find a fair resolution.

4. Exchanges

We're happy to exchange eligible items for a different product of equal or lesser value, or offer a store credit for the difference. If you'd like a product of greater value, you'll be invoiced for the difference prior to dispatch.

Exchanges are subject to stock availability. If your preferred replacement item is unavailable, we'll offer a store credit or refund instead.

5. Refunds

Where a refund is approved, it will be processed to your original payment method within 5 business days of us receiving and inspecting the returned item. Please allow additional time for your bank or card provider to process the transaction.

Original shipping costs are non-refundable unless the return is due to a fault or error on our part.

6. Mobile Showroom Purchases

Products purchased through our mobile showroom are subject to the same returns policy. Please contact us using the details below to initiate a return. As products are selected in person during a showroom visit, change-of-mind returns on opened items from mobile showroom purchases are assessed on a case-by-case basis.

7. Contact Us

Have a question about a return or exchange? We're happy to help.

We aim to respond to all enquiries within 2 business days.