Refunds & Returns

Last updated 23 September 2026. This policy applies to purchases from kidsplayhouse.co.nz.

Change-of-mind returns

We accept change-of-mind return requests made within 15 days of delivery. This is our store policy; New Zealand law does not provide a general cooling-off period for every online purchase.

Email theteam@customersupport.care with your order number before returning anything. We will confirm the correct return address. Goods must be securely packed, unused beyond what is reasonably necessary to inspect them, and returned in resaleable condition. Unless the item is faulty, damaged, unsafe, misdescribed or we agree otherwise, you pay the return postage.

Approved refunds are made to the original payment method after the returned goods are received and checked. Payment providers may take additional working days to show the credit.

Cancelling before dispatch

Contact us as soon as possible if you need to stop or change an order. We usually handle orders within 24 to 48 hours. If dispatch can still be stopped, no cancellation fee applies. If it has already left, use the return process above.

Faulty, damaged, unsafe or incorrect goods

Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 are not limited by our change-of-mind policy. If an item is faulty, damaged, unsafe, not as described, missing parts, or different from what you ordered, contact us promptly. We will assess the issue and provide the remedy required by New Zealand law, which may include repair, replacement or refund. We cover reasonable return costs when the goods fail a statutory guarantee.

If a parcel arrives damaged, email your order number and, where practical, photographs of the packaging and item. Photos help us resolve courier claims but are not a condition of your statutory rights.

How to start a return

Email theteam@customersupport.care with your order number, the item and what you would like us to do. Please wait for the return instructions so the parcel reaches the correct warehouse and can be matched to your order.

Policy questions and unresolved cases can also be sent to caseresolution@customersupport.care.

If something goes wrong

See our complaints handling policy if you are unhappy with how a return has been handled. Nothing on this page removes or restricts a right that cannot lawfully be excluded.