Refund policy

For online orders, 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 online 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 hello@playfulmindstoys.ca. If your return is accepted, we’ll send you instructions on how and where to send your package. You will be responsible for the return shipping costs. Once we receive and inspect your return, we will refund you for the returned item to your original payment method. You will not be refunded your original shipping costs. If you qualified for Free Shipping, and the returned item brings you under that threshold, the original cost of shipping your order will be deducted from your refund amount. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at helllo@playfulmindstoys.ca.

For pick-up orders and in-person purchases, you have 10 days for a full refund, 30 days for store credit or exchange of unused/unopened product. 

Damages and issues
Please inspect your order upon reception 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. Defective/damaged product must be deemed so by us. We will require photos or videos of the product in question as proof. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), most stress balls and squishy toys, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. We state on most product pages if an item is considered final sale. All items on clearance are final sale. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards. All sale items are considered final sale and will not be excepted for return or exchange. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If returning in-person, an exchange can be made within 30 days of purchase. 

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, 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.

For items we are sold out of, you will be automatically refunded in full. The refund can take 2-5 business days to process and you will be notified by email when the refund is complete.