Refund policy

Refund & Return Policy

Last updated: 01/10/2026

Thank you for shopping with us! We want you to be happy with your purchase. Please review our Refund & Return Policy carefully before placing an order.

Returns Eligibility

We accept returns on unused and unopened items within 14 days of delivery, subject to the conditions below.

To be eligible for a return:

Items must be unused, unopened, and in original packaging
Items must be in resalable condition
Proof of purchase (order number or receipt) is required

Non-Returnable Items

For safety, hygiene, and compliance reasons, the following items cannot be returned or refunded:

Opened or used toys, plushies, or puzzles
Items with damaged, missing, or altered packaging
Clearance or final sale items
Gift cards

⚠️ Safety Notice: For health and child-safety reasons, we cannot accept returns on toys that have been opened or used.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

Your order number
A clear photo of the item and packaging

We will offer a replacement or refund, depending on availability.

How to Start a Return

To initiate a return, please contact us at:

Email: ourplayuniverse@gmail.com

Include your order number and reason for return. Returns sent without authorization may not be accepted.

Return Shipping

Customers are responsible for return shipping costs, unless the item is defective or incorrect
Shipping fees are non-refundable
We recommend using a trackable shipping method

Refunds

Once your return is received and inspected:

Approved refunds will be issued to the original payment method
Please allow 5–10 business days for processing
Refunds exclude original shipping costs (unless required by law)

Exchanges

We do not offer direct exchanges. If you need a different item, please return the original purchase (if eligible) and place a new order.

Cancellations

Orders may be canceled only if they have not yet shipped. Once an order has shipped, it cannot be canceled.

International Orders

International orders are final sale, except in cases of damaged or defective items. Customers are responsible for all customs duties, taxes, and import fees.

Safety Disclaimer & Children Under 3

⚠️ Important Safety Information

Some toys, plushies, and puzzles may contain small parts and may pose a choking hazard.
Items are not intended for children under 3 years of age unless explicitly stated on the product packaging.
Adult supervision is recommended at all times during use.

We strongly advise customers to:

Review age recommendations, warning labels, and manufacturer instructions before purchase and use
Remove all packaging materials before giving items to children

By purchasing from our store, you acknowledge that:

You are responsible for determining whether a product is appropriate for the intended recipient
We are not liable for misuse, failure to follow safety warnings, or lack of adult supervision

Wholesale Disclaimer

We source our products from reputable wholesale distributors. Manufacturer packaging, artwork, branding, and minor cosmetic variations may differ slightly from product images and do not qualify as defects.