P.L.A.Y. wants to ensure your complete satisfaction with all of our products. We are committed to meet and exceed your shopping expectations and value your trust in our goal to provide you with exceptional merchandise. In the event you must return or exchange a purchase please follow the directions below.

Thanks for making P.L.A.Y. part of your lifestyle!

Shipping

Domestic Shipping is processed via Shippit and uses various freight carriers pending product purchased and delivery address.

All orders are dispatched within 1 business day via Shippit. You will be notified via email or text that you're order is en route!

Please email info@petplayaustralia.com immediately after placing your order if you require any specific requirements.

All orders over $150 AUD are shipped free of charge. A flat rate $10 for all orders under $150 applies for deliveries across Australia.

Exchanges, Credit Notes and Refunds

Merchandise must be unused and returned in its original packaging to be considered for a full refund or exchange. We reserve the right to determine whether an item has been used or washed. Due to health regulations, P.L.A.Y. is unable to accept an item which has been used, damaged or soiled by your pet after receipt; and for hygiene reasons, toys are not eligible for return except for significant manufacturing defect. Please note that original shipping charges are non-refundable.

Your RMA number must be noted on the packing slip enclosed with the returned item. Returns without an RMA number will not be accepted and will be rejected at delivery. Customers are responsible for all return shipping costs. All returns will be subject to a $10 restocking fee. We strongly encourage you to insure the package for loss or damages during shipping as P.L.A.Y. cannot be held responsible if either occurs.

In the event an item was damaged during shipping or sent in error please call Customer Service on 1300 946 543 within 48 hours of receipt to obtain an RMA. In these cases P.L.A.Y. will pay the return shipping charges.

Refunds are not available for custom or personalized orders, discounted orders, or unless otherwise stated at the point of sale.

For items purchased through a third party retailer (website or store) please contact them directly for return instructions.

International consumers will bear the cost of postage and packing.

Where the customer elects a refund, the customer will bear the cost of postage and packing

Proof of Purchase

To exercise rights related to a repair, replacement or refund, you will be required to present a receipt or other proof of purchase. You may need to provide more than one proof of purchase to support their claim – for example, when a credit card statement does not clearly itemise the goods.

Postage and/or Transportation Costs

If you believe the goods are faulty, P.L.A.Y will need to assess the goods before we can repair or replace them or issue you a refund.

You are responsible for the initial costs associated with returning the goods if the goods can be posted or can be easily returned.

P.L.A.Y will compensate you for your reasonable postage and packing costs, if P.L.A.Y is satisfied the goods are faulty.

You must provide receipts that show evidence the reasonable postage and packing costs, incurred by yourself in returning the goods. 

Sale Items

P.L.A.Y will not provide a refund due to your change of mind relating to a sale item. 

Australian Consumer Law

The consumer retains all rights under Australian Consumer Law. This page is provided for consumer information purposes only and is not intended to be a complete or exhaustive summary of the Australian Consumer Law.

How to Return or Exchange an Item 

Please email info@petplayaustralia.com to make arrangements with the below information:

(a) Order number

(b) Identify whether you are seeking a refund, store credit or an exchange (and the item that you would like in exchange)

(c) Item(s) that you would like to refund or exchange