Refund policy

Returns and Exchanges

At Playful Comforts, we want you to feel completely happy with every piece you choose for your little one. If something isn’t quite right, we’ll work with you to make it better.

Timeframes

  • Full-price items: Returns and exchanges are welcome within 30 days of delivery.
  • Sale or discounted items: Please choose carefully, as these are final sale for change-of-mind returns, unless the item is faulty or required under the Consumer Guarantees Act. 
  • Faulty, damaged, or incorrect items: Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and put things right.

Conditions

To be eligible for a return or exchange:

  • Items must be unworn, unwashed, and unused, in their original condition with all tags attached.
  • Proof of purchase is required for all returns.
  • We ask that items are returned in original condition. If pieces show signs of wear or use beyond trying on, we may not be able to accept the return.
  • If items are returned that don’t meet these conditions, we may not be able to process the return. In that case, we can either send the item back to you (at your cost), or – if you prefer – donate it on your behalf.

Returns

  • For change-of-mind returns, we’ll happily arrange a refund (minus original shipping costs) or an exchange. For exchanges, customers are responsible for return postage and the cost of shipping the replacement item out to them.
  • If your item is faulty, damaged, or we’ve sent the wrong piece, we’ll offer a replacement if available, or a full refund including return shipping.

Return Shipping

  • For change-of-mind returns, customers are responsible for return postage and the cost of shipping the replacement item. 
  • If the item is faulty, damaged, or incorrect, we’ll cover the cost of return postage and shipping the replacement item.

How to Return or Exchange

  1. Email victoria@playfulcomforts.com with your order number and details.
  2. We’ll reply with the next steps and the return address. Please note, items sent back to us without first requesting a return will not be able to be accepted.
  3. Send the item back to us in secure, tracked packaging.
  4. Once we receive and check your return, we’ll process your refund or exchange and keep you updated along the way.

You can always contact us for any return question at victoria@playfulcomforts.com.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, this will be processed within 10 business days and you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at victoria@playfulcomforts.com.

Care of Garments

Our garments are crafted to last – but to keep them at their best, please follow the care instructions on the label. We’re unable to replace or refund items damaged through improper laundering. If you’re ever unsure, just ask – we’re always happy to help.

Your Rights

This policy is in addition to your rights under the New Zealand Consumer Guarantees Act 1993. If a product is faulty, doesn’t match its description, or isn’t fit for purpose, you are entitled to a remedy.

Our Promise

We want your Playful Comforts pieces to bring you ease and joy. If something isn’t right, please just let us know, and we’ll resolve it with care and kindness.