Soft Play Equiment Return policy
Return & Exchange Policy
At Softplay.in, we take great pride in crafting each of our soft play products with care and precision, tailored specifically to your space and needs. Because our products are personalized and bulky, we want to ensure a smooth and transparent experience regarding returns and exchanges.
Do We Accept Returns or Exchanges?
As each item is custom-made just for you, we generally do not accept returns or exchanges. This ensures that every piece we create meets your exact requirements and maintains the highest quality standards.
What If Your Product Arrives Damaged?
Your satisfaction is our priority. If your product arrives with any damage, please let us know right away or under 24 Hrs after successfull delivery . We will swiftly arrange to send a replacement part or organize repairs so you can continue enjoying your play equipment without worry.
Support for Wear and Tear
Soft play equipment is designed to be durable, but normal wear and tear can occur. Should this happen, we are here to support you by providing replacement parts or repairs as needed.
Delivery Time and Terms
We take great care in crafting your custom soft play equipment. Typically, it takes us 14 days to prepare your order, followed by approximately 7 days for shipping. We ask customers to kindly allow for a total of 21 days from order placement to delivery. Delivery will be made up to the address provided by you. Please note, extra charges apply for installation and carrying the equipment to your doorstep or inside your premises. These services are not included in the base delivery. If there is an unexpected delay on our side, we will promptly communicate and request an additional 14-day buffer for preparation to ensure your item meets our quality standards.
Order Cancellation
Since every product is specially made for you, once your order has commenced production, it cannot be cancelled. Cancelling at this stage results in a 100% cancellation penalty, with no refund issued. This is to cover the costs of customization and materials already allocated for your order.
Shipping Responsibility and Charges
Shipping charges are the responsibility of the customer. To provide cost-effective options, we may suggest trusted shipping partners:
For shipments under 30 kg: 15% of the product value
For shipments above 30 kg: 12% of the product value
These shipping fees are separate from the product cost and cover transportation service charges.
Return to Origin (RTO) Shipments
If a shipment is returned to us due to refusal or delivery failure (RTO), the customer will need to pay shipping charges again for reshipping. Additionally, original shipping costs will be deducted from any refund issued.
About Product Quality and Customization
We carefully inspect and quality-check every item before dispatch. Since our products are crafted from high-quality foam and vinyl, and customized per order, reasons such as product mismatch or preference differences are not eligible for returns or exchanges. To ensure transparency, we share images of your product before shipment for your complete satisfaction.
Warranty and Material Assurance
While soft play equipment is not an electronic item and does not carry a standard warranty, we use robust, non-tearable fabrics, designed to provide lasting fun and safety for your little ones.
Thank you for choosing Softplay.in. We truly value your trust and strive to deliver excellence in every product we create. If you have any questions or need assistance, our friendly customer support team is always here to help!