Widerrufsrecht

14-Day Satisfaction Guarantee & Return Policy

Our Commitment to You

At Playhouses Market, we stand behind the quality of our handcrafted playhouses and playsets. We want you to be completely satisfied with your purchase. That's why we offer a 14-day satisfaction guarantee on all our products.

14-Day Satisfaction Guarantee

What's Covered

If you're not completely satisfied with your playhouse or playset, you may return it within 14 days of delivery for a refund, subject to the conditions below.

Eligible Returns:

  • Product arrives damaged or defective
  • Product does not match the description or specifications ordered
  • Missing components or hardware (we'll send replacements first)
  • Manufacturing defects or quality issues
  • Customer dissatisfaction with product (restocking fee applies)

Return Process

Step 1: Contact Us

Within 14 days of delivery, contact our customer service team:

  • Email: indyukmediallc@gmail.com
  • Hours: Monday-Friday, 9 AM - 5 PM EST

Please provide:

  • Order number
  • Photos of the product (if damaged or defective)
  • Detailed description of the issue
  • Original packaging condition

Step 2: Return Authorization

Our team will review your request and issue a Return Authorization (RA) number within 2 business days. Do not return any product without an RA number – unauthorized returns will not be accepted.

Step 3: Prepare for Return

  • Product must be in original, unassembled condition
  • All components, hardware, and accessories must be included
  • Original packaging must be used (or equivalent protective packaging)
  • RA number must be clearly marked on outside of package

Step 4: Ship the Return

  • Customer is responsible for return shipping costs (unless product is defective or damaged in transit)
  • We recommend using a trackable shipping method with insurance
  • Keep your shipping receipt and tracking number

Refund Details

Processing Time

  • Refunds are processed within 5-7 business days of receiving the returned product
  • Inspection required to verify product condition
  • Refund issued to original payment method

Refund Amounts

For Defective or Damaged Products:

  • 100% refund of purchase price
  • Original shipping costs refunded
  • Return shipping costs reimbursed (with receipt)

For Customer Preference Returns:

  • Refund of purchase price minus 15% restocking fee
  • Original shipping costs NOT refunded
  • Customer pays return shipping

Restocking Fee Breakdown:

  • The 15% restocking fee covers inspection, repackaging, and processing costs
  • Fee is waived for defective, damaged, or incorrect products

Non-Returnable Items

The following situations are NOT eligible for return:

❌ Products that have been assembled or partially assembled

  • Once assembly begins, the product is considered used and cannot be returned
  • Exception: If you discover defects during assembly, stop immediately and contact us

❌ Products past the 14-day window

  • Returns must be initiated within 14 days of delivery date
  • Delivery date is confirmed by carrier tracking

❌ Custom or personalized playhouses

  • Products with custom colors, dimensions, or personalization cannot be returned unless defective
  • Custom orders are clearly marked at time of purchase

❌ Products damaged due to assembly errors

  • Damage caused during customer assembly is not covered
  • Professional assembly services available to avoid this issue

❌ Products missing components or hardware

  • All pieces must be returned for refund eligibility
  • Contact us first – we can often send replacement parts

❌ Products damaged after delivery

  • Damage must be reported within 48 hours of delivery
  • Weather damage after acceptance is not covered

Damaged or Defective Products

Report Immediately

If your playhouse or playset arrives damaged or you discover defects:

  1. Inspect upon delivery – Check all packages while the delivery driver is present if possible
  2. Document damage – Take clear photos of packaging and product damage
  3. Contact us within 48 hours – Email photos and delivery details
  4. Do not discard packaging – Keep all boxes and materials for inspection

Our Response

  • Replacement parts: For minor damage or missing pieces, we'll ship replacements at no charge
  • Full replacement: For major damage or defects, we'll send a complete replacement
  • Full refund: If you prefer not to wait for replacement, we'll issue a full refund including shipping

No restocking fee applies to damaged or defective products.

Exceptions & Special Circumstances

Weather Delays

  • If severe weather delays delivery beyond your control, the 14-day window begins when you actually receive the product
  • Must be documented with carrier

Incorrect Product Shipped

  • If we ship the wrong product, we'll pay all return shipping and send the correct item at no charge
  • No restocking fee applies

Manufacturing Defects Discovered Later

  • Structural or manufacturing defects discovered within 90 days of delivery are covered under our warranty
  • Contact us with photos and description
  • We'll repair, replace, or refund at our discretion