Politique de remboursement
Return
We offer returns for most items within 14 days of receiving your order. However, there are a few exceptions:
- Party Sets, MEGA Castle and individual shapes are not returnable.
- We require a photo and/or video of the parcel and product before you return it. This helps us assess the condition of the item and ensure a smooth return process.
- If your order has been delivered damaged, it can be returned within two days of receipt of your order. If this is done later, the damage is deemed to have been caused by the customer, in which case the order cannot be returned and no refund will be issued.
- Custom orders cannot be refunded once the order has been paid for and put into production.
- Custom orders are non-returnable.
Return Fee:
- A processing fee of $100-$130 for each parcel will be deducted from your refund to cover return shipping costs.
Items that are eligible for return must meet the following criteria:
- Be in original and unused condition
- Have all original tags and packaging attached
- Not be a Party Set or individual shape
How to Return an Item:
- Contact us: Before returning your item, please reach out to our customer service team via info@iglusoftplay.com to initiate the return process and provide the requested photo and/or video.
- Approval: Once we receive your request and photos/video, we will review it and send you instructions on how to return the item.
- Return Shipping: You are responsible for the cost of return shipping.
- Refunds: Once we receive the returned item and confirm it meets the conditions above, we will issue a refund for the purchase price (excluding shipping costs) within 3-7 business days.
Please note: We reserve the right to deny returns that do not meet our policy requirements.
We appreciate your understanding!