Our policy may differ depending on the return policies of our various suppliers. In all cases, a support ticket must be submitted to our support desk and a return ticket and instructions be issued for any refund to be issued. For smaller items, generally we will resend a new item or give a partial or full refund within 60 days.
For items over $100 in value the supplier may require a restocking fee if there is nothing wrong with the product itself. If 60 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must be mailed in the original packaging. If there are any broken, damaged or missing parts, please contact support so we can try to get you the parts needed before sending it back. We will do our best to make it right within our ability while working with our suppliers.
Several types of goods are exempt from being returned. Consumable or Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Some return policies will depend on the return policies of our suppliers.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase and you must mail us back the item you have purchased in the same packaging it arrived for you.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Support@Mouseplayhouse.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at Support@Mouseplayhouse.com. You must submit a support ticket and get return instructions before any items may be returned.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you will be responsible for return shipping. A support ticket must be submitted and approved, then return instructions will be issued and must be followed.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.