Refund policy

Returns & Refunds

We keep it simple. Because our products are used on the body, we can’t accept change-of-mind returns for hygiene and safety reasons. Please choose carefully.

If something arrives faulty, damaged, or not what you ordered, we’ll fix it fast under Australian Consumer Law. Email support@preplay.store within 14 days of delivery with your order number, a brief description and photos. We’ll organise a replacement, repair, or refund—whatever the law says is reasonable for the issue.

Non-returnable items: opened/used items, items without original packaging, and anything marked final sale—unless there’s a fault.

Refund timing: once approved, refunds go back to your original payment method within 3–5 business days after we process it.

Questions? Ping support@preplay.store and we’ll help.