Exchanges and Returns
By purchasing any item from PlayOne, you agree to the below 'exchange and returns' terms and conditions:
Any purchased product or gift can be exchanged within 15 days from the date of purchase at no extra cost. We will even come to your door and exchange the toy for free! The only requirement is that the product (and its packaging) has not been opened, and is in perfect condition.
If you would like to exchange a particular product or gift, either send us an email or give us a call to let us know which product you would like to exchange, and with which other product from our store.
You can also exchange by simply making another order and writing to us in the notes section that you would like to exchange an item. Please mention the name of the item to be exchanged, as well as the order number.
Please package up the item(s) to be returned with the original delivery packaging (bags or boxes) before sending it back to us. Any product sent without original packaging may not be returned or refunded.
You can only exchange with a product of the same value or above (and pay the difference).
Any purchased product or gift can be returned within 15 days from the date of purchase, provided the product package has not been opened and is in perfect condition. You will be provided with store credit, usable within one year, equivalent to the value of the product returned minus standard courier fees and wrapping fees (if any), allowing you to pick a different toy at your convenience.
Problem with an item?
In case there was a problem with a toy, contact us maximum 15 days after you receive your product so that we are able to fix the problem. Usually, we get back the toy, repair it at the official supplier and send it back to you. In case the item is not repairable, we usually send a new one or refund if the item is out of stock.
All items purchased during December can be exchanged or returned until January 15. No exchanges or returns will be done after this date.
Black Friday Items
All items on sale for Black Friday can only be exchanged for different sizes (if applicable), otherwise, they are non-exchangeable. Black Friday items cannot be returned.
Unfortunately, under no circumstances do we allow the exchange or return of opened products or toys.