Returns and Refunds

General Policy

Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we are unable to offer a refund or exchange.

To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. A receipt or proof of purchase is required to complete your return.

Non-Refundable Situations

We may refuse a refund in the following circumstances:

• The item shows obvious signs of use.
• The item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
• The item is returned more than 30 days after delivery.

In case of ‘change of mind’ returns, you must send back items to our contact address at your own cost and risk. Please note that we cannot accept responsibility for returned goods until they reach our warehouse; therefore, we would advise you to return the item via recorded delivery to confirm receipt. We reserve the right to make a 20% restocking charge for any goods which are not returned in mint condition or to refuse to accept such goods, at its sole discretion. 

Refunds

Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 14 days.

Please note, you need to initiate the return process within 7 days of receipt of the goods, and any returned goods must be received at our warehouse within 30 days of receipt. We regret that any returns received after this period will not be accepted.

Late or Missing Refunds

If you haven’t received your refund:

1. Check your bank account again.
2. Contact your credit card company; processing times may vary.
3. Contact your bank, as there may be a processing delay.
4. If you’ve completed these steps and still haven’t received your refund, contact the Peppertown team on (07) 3865 5511.

Clearance Items

Only regular-priced items are eligible for refunds. Clearance items are non-refundable.

Exchanges

We replace items only if they are defective or damaged. To request an exchange, email us at sales@peppertown.com.au and send your item to your closest location:

Peppertown On-Line Pty Ltd
1908 Sandgate Rd, Virginia QLD 4014

Shipping for Returns and Exchanges

You are responsible for covering shipping costs for returns or exchanges. Shipping costs are non-refundable, and if a refund is issued, the return shipping cost will be deducted.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

Order Cancellations for Playground kits

Cancellations made before your order has shipped or been collected will incur a 10% cancellation fee for restocking.

Why is there a 10% cancellation fee?
Peppertown Playgrounds are customisable, modular, and include heavy and bulky components. Once an order is placed, our team begins preparing it with care. The cancellation fee covers:

1. Order Preparation: Picking and assembling components for delivery.
2. Restocking: Carefully returning items to our warehouse in pristine condition.
3. Logistical and Administrative Costs: Handling cancellations requires additional resources.

This policy ensures we maintain the high-quality service and efficiency you expect from Peppertown Playgrounds.

If you have any questions, please don’t hesitate to contact us.