Returns and Refunds
We want you to receive your order in good condition and as described.
1. Damaged, defective, incorrect, or incomplete items
Please contact us as soon as possible after delivery, preferably within 15 calendar days, if your order:
• arrives damaged;
• is defective or does not function as reasonably expected;
• is materially different from the product description;
• contains the wrong product, model, colour, style, size, or variant; or
• is missing parts or items.
Please include your order number and clear photos or video when reasonably necessary to help us review the issue.
After reviewing the claim, we may provide an appropriate remedy, which may include:
• a replacement;
• the missing part or item;
• a repair where appropriate;
• a partial refund; or
• a full refund, with or without requiring the item to be returned.
The remedy will depend on the nature of the issue and applicable law.
Do not return an item before receiving written return instructions from us.
If a return is required for an approved product issue, we will provide the return instructions and will cover or reimburse reasonable return-shipping costs where required by applicable law or where we have instructed you to return the item.
2. Change of mind and ordering errors
Except where required by applicable law, we do not accept returns or provide refunds because a customer:
• changed their mind;
• no longer wants the product;
• does not like the product or has a personal preference;
• selected the wrong model, colour, style, size, or variant; or
• ordered the wrong item.
This exclusion does not apply when Kids Play Offline sends an incorrect item or when the product is damaged, defective, incomplete, or materially different from its description.
3. Reporting period
Please contact us within 15 calendar days after delivery whenever possible so that we can investigate and resolve the issue promptly.
Requests made more than 15 calendar days after delivery may be subject to additional review and may not be handled under this voluntary policy, except where a remedy is required by applicable law.
4. Unauthorized returns
Do not send an item back to the address printed on the package or to any other address unless Kids Play Offline has provided written return instructions.
5. Refunds
If a refund is approved, it will normally be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.
6. Legal rights
This policy does not limit or exclude any mandatory consumer rights, warranties, remedies, cancellation rights, or other protections available under applicable federal or provincial law, including the laws of New Brunswick.
7. Contact us
Kids Play Offline
Email: support@kidsplayoffline.com
Please include your order number in every request.
