Refunds and Returns

Last updated 14 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Faulty, damaged or not as described

This is your statutory position and it is the most important part of this page. Under the consumer protection and sale of goods legislation of your province, the goods we sell you must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. If they are not, you are entitled to a repair, a replacement or a refund, and we pay the return postage.

Email theteam@kidsplayhouse.net with your order number and a short description of the problem. A photograph of the item and the packaging helps us take a damaged parcel up with the courier, but it is not a condition of your rights.

Nothing on this page limits your rights under your province's consumer protection legislation, or under the federal Competition Act, which prohibits false or misleading representations.

Changed your mind? Our own 15 day policy

Canada has no general federal cooling-off period for an online purchase, and we would rather be straight about that than imply a right you do not have. Provincial law can give one in specific circumstances: under Ontario's Consumer Protection Act, 2002, for example, an internet agreement can be cancelled where the required information was not disclosed before you ordered, or where the goods do not arrive within 30 days of the delivery date we gave you. Those rights are yours whatever this page says.

As our own policy, you can return a product within 15 days of the original purchase for an exchange or a refund. To be eligible, the product must have been bought from this website within the last 15 days, be in its original packaging, and come with your receipt, order confirmation or other proof of purchase.

If you are returning for a change of mind (a better price found, you changed your mind, it does not fit, it is no longer needed, or the wrong item was ordered), a non-refundable $29 per order is kept to cover the original packing and handling, and the item goes back to the warehouse it was sent from at your cost.

We are unable to accept returns of products bought from third-party retailers.

Cancelling an order

Any order can be cancelled until it has shipped. Most orders are shipped within 24 hours of ordering, so if you need to change or cancel a paid order, contact us within 12 hours. A 12.5% service and processing fee applies to cancellations. Once packing and shipping has started, the order can no longer be cancelled and the returns policy above applies instead.

Damaged items

If you receive a damaged product, or one with missing parts, tell us straight away with your order number and a photograph. Our customer service team will arrange a replacement or a refund and we cover the return postage.

Incorrect item sent

If you receive a product that is different from what you ordered, tell us straight away. We will put it right at no cost to you.

Order not received

If your order does not arrive, tell us straight away with your order number and we will follow it up with the courier.

How refunds are paid

Refunds are processed 24 to 48 hours after we receive the returned item. They go back to the original payment method, your card or your PayPal account, or can be held as credit against a future order if you ask for that. Payment providers usually take a few further working days to show the money on your statement.

How to start a return

Email theteam@kidsplayhouse.net with your name, the product, your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. Please contact us before sending anything back, so it reaches the right warehouse and is credited to your order.

If we cannot agree

Email us with your order number and the word "complaint" in the subject and a person will look at it again from the start (see our complaints handling policy). If we still cannot resolve it, you can take a consumer claim to the small claims court of your province (in Quebec, the Small Claims Division of the Court of Quebec), or raise it with your provincial consumer protection office.