Refund policy
If you are not satisfied with your order, you have the right to return your received order up to 30 days after receipt.
Conditions
- Condition of the product: products should preferably be returned in their original condition and packaging. For sealed items (such as plush toys or hygiene-sensitive toys), the seal must be intact.
- Resale: the general principle is that the product is in a condition in which it can be resold by Playbino. If this is not the case, the depreciation mentioned below may be applied.
- Gifts: if you received a free additional product (gift) with your order, this must also be returned in the event of a full return.
- Shipping responsibility: Playbino is not responsible for returned products that are damaged or lost during shipping. We therefore strongly recommend sending your return with a valid Track & Trace code to our warehouse in China.
- Inspection and processing: as soon as we have received your return, we will inspect the items. You will receive a confirmation from us by email once the return has been processed.
- Refund: if the conditions are met, we will refund the purchase amount within 14 days of receiving the return to the account used during checkout.
- International return costs: the costs of returning are entirely at your own expense. Because we deliver directly from the source, our return center is located in China. Please note that the cost of an international return to China can average between €15 and €25.
Defective or damaged
If you received the ordered product defective or damaged, please send us a photo or short video clearly showing the damage or defect via help@playbino.nl. If the product proves to be defective or damaged from the photo or video, we will send you a new item free of charge.
Exclusion of the right of withdrawal
The right of withdrawal does not apply to:
- Sealed products: Items that, for reasons of safety or hygiene (such as plush toys, teething rings or specific care sets), are not suitable to be returned once the seal has been broken after delivery.
- Personalized items: Toys that are custom-made or personalized specifically for the consumer (e.g. with a name or a unique colour combination).
- Gift cards: Digital vouchers or physical gift cards cannot be returned.
Depreciation
During the cooling-off period, you may inspect the product and packaging as you would in a physical store. If the product or the original toy packaging is damaged more than necessary to assess the product due to careless handling, we may charge a depreciation on the amount to be refunded. In the case of irreparable damage to the product itself, this depreciation may amount to up to 100% of the purchase price.
Would you like to return an order? Follow these steps:
Step 1: Register your return by email
Send an email to help@playbino.nl with the subject “Return”, and include your order number and name in the email. Please note: the address on the packaging and our office address (Rendementsweg 20A, 3641SL Mijdrecht) is not our return address.
Step 2: Wait for instructions from our customer service
Wait for a response from our customer service for the further processing of your return. They will provide you with the return form and the correct return address.
Step 3: Fill in the return form
After you have received the instructions, print the return form and fill it in completely.
Step 4: Pack the product to be returned securely
Repack the product to be returned neatly and securely, preferably in its original packaging. If you received a gift with your order, this must be returned as well.
Step 5: Send the return
Send the items together with the completed return form to the address in China that you received from our customer service. Always make sure you have a Track & Trace code; without proof of shipment to our warehouse in China, we cannot process the return.
Step 6: Receive your refund
Once we have received the item and it falls within the return conditions, you will receive the purchase amount back within 14 days to the account number you used to place the order.
Would you like to exchange for a different size, colour or product?
Simply place a new order and return the other item. The purchase amount of the returned product will be back in your account within 14 days of receipt. This is the fastest way to receive the variant you want. See the return conditions above for more information.