Return and refund policy
At Playcoro, your satisfaction—and your child’s play experience—are very important to us. If something isn’t quite right with your order, we’re here to help.
1. Return Eligibility & Timeframe
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return:
• The item must be unused and in the same condition as received
• All original packaging and accessories must be included
• Proof of purchase (order confirmation or receipt) is required
2. How to Start a Return
To initiate a return, please contact us at:
If your return request is approved:
• We will provide a return shipping label
• You will receive detailed instructions on how and where to send your package
Important
Items returned without prior authorization will not be accepted.
3. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is:
• Damaged
• Defective
• Incorrect
Contact us immediately at support@playcoro.com so we can evaluate the issue and resolve it as quickly as possible.
4. Exceptions / Non-Returnable Items
The following items are non-returnable:
• Custom or personalized products
• Personal care or hygiene-related items
• Hazardous materials, flammable liquids, or gases
• Original shipping fees paid at checkout
We also do not accept returns for:
• Sale or clearance items
• Gift cards
If you are unsure whether your item qualifies for return, please contact us before submitting a request.
5. Exchanges
We do not offer direct exchanges.
The fastest way to receive a replacement item is to:
-
Return the original item (once approved)
-
Place a new order separately
This helps ensure faster processing and delivery.
6. European Union – 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
Returned items must:
• Be unused and in original condition
• Include original packaging and accessories
• Include proof of purchase
7. Refunds
Once we receive and inspect your returned item:
• We will notify you of approval or rejection
• Approved refunds will be issued to your original payment method within 10 business days
Please note:
• Banks or credit card providers may take additional time to process refunds
• If 15 business days have passed since approval and you have not received your refund, please contact us
8. Refused Shipments & Dispute Resolution
If you wish to cancel an order or request a refund, please contact us at support@playcoro.com before initiating a chargeback with your bank.
Chargebacks may significantly delay the refund process. We are committed to resolving legitimate issues directly and as quickly as possible.
9. Late or Missing Refunds
If you have not received your refund:
• Check your bank account again
• Contact your credit card provider
• Processing times may vary between financial institutions
If you still have not received your refund, please contact us at:
10. Return Address
A return shipping label provided by Playcoro is required before sending any items.
Luya Industry Limited
FLAT 801 4/F
KAISER ESTATE PHASE 2
47-53 MAN YUE STREET
HUNGHOM KOWLOON
Hong Kong