Return & Refund Policy
Last updated: March 11, 2026
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help@pack2play.com.
Returns must be sent to the following address:
Pack2Play Returns
20 Wenlock Road
London
N1 7GU
United Kingdom
If your return is accepted, we will send you instructions on how and where to send your package. Unless the item is faulty or incorrect, customers are responsible for return shipping costs.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at help@pack2play.com.
Damages and Issues
Please inspect your order upon receiving 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 make it right.
If the product is faulty, damaged, or incorrect, we will provide a replacement or refund and cover any applicable return shipping costs.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
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Perishable goods (such as food, flowers, or plants)
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Custom or personalized products
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Personal care goods (such as beauty products)
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Hazardous materials, flammable liquids, or gases
We also do not accept returns on gift cards.
If you have questions about whether your item is eligible for return, please contact us before requesting a return.
Exchanges
The fastest way to ensure you receive the item you want is to return the item you have and, once the return is accepted, place a separate order for the new item.
European Union & UK 14-Day Cooling-Off Period
If your order is shipped to the European Union or the United Kingdom, you have the legal right to cancel or return your order within 14 days for any reason and without justification.
To qualify for this cancellation right:
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the item must be unused and in the same condition you received it
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it must be returned with original packaging and tags
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proof of purchase must be provided
Please note that return shipping costs for cancellations under the cooling-off period may be the responsibility of the customer unless the item is faulty.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at help@pack2play.com.