Refund policy

Hey there...

We'd like you to be completely satisfied with your purchase, so if you're unhappy about your order, here's our process to make your return hassle-free. 

SECTION 1 - DEFECTS, DAMAGES & INCORRECT ORDERS

In the unfortunate event that your item is defective, damaged or if you receive the wrong item, please contact us at sales.playroom@gmail.com so we can process a return immediately. Please remember to include your order number, proof of purchase and a detailed description of your issue. We have a 30 calendar day return policy for defective items, which means that you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. If we cannot replace your defective item due to low stock levels, we will offer you store credit or ask you to choose a suitable replacement of similar value. In the event that we need to process a refund, it will only be issued to the person and card used to place the order and may take between 5 - 10 working days to reflect in their bank account.

Please note that items sent back to us without first requesting a return will not be accepted.

 

SECTION 2 - EXCHANGES

Unfortunately, because all our products are intimate, we cannot accept requests for returns once the item has been taken out of its original and sealed packaging, unless defective. We do this primarily for hygiene reasons and for the protection of our customers.

If you'd like to cancel your order after it's been processed (before or after dispatch), or it has just arrived and the courier bag hasn’t been opened yet, you can return the item(s) for store credit. We charge a 15% handling fee or a minimum of N$149, depending on which is greater.

We do our best to ensure that our product pictures, descriptions and measurements are as precise as possible to make it easier for you to decide on the best product for your experience. Please pay careful attention to the product descriptions and sizes before placing an order, as we may not accept a full refund or replacement if the claim is purely based on the size or fit of the product.