Refund policy

RETURNS & REFUNDS POLICY – Puppy Playground

Last Updated: November 4, 2025

Due to the size, weight, and freight cost of our products, we do not accept returns for change of mind or non-defective items.

We will, however, work with you to resolve issues involving defective or damaged goods.

1. Returns for Defective or Damaged Products Only

A return or replacement may be approved only if:

            •          The item is defective in materials or workmanship, or

            •          The item arrives damaged in transit

We may request evidence of the defect or damage (e.g., photos, video, description).

We strongly recommend inspecting your order promptly upon delivery.

2. Reporting a Defect or Damage

To report a defective or damaged item:

            1.         Email us at info@puppyplayground.com

            2.         Include:

            •          Your full name

            •          Order number

            •          Description of the defect or damage

            •          Clear photos and/or short video of the issue

We will review your submission and confirm next steps. In some cases, we may send replacement parts or a full replacement unit.

3. Refund Process

If we determine that a refund is appropriate (for example, if a replacement is not feasible), then:

            •          Refunds are issued to the original payment method

            •          Refunds are processed within 14 business days after approval of the claim

            •          You will receive an email confirmation once the refund has been initiated

For Klarna purchases:

            •          No restocking fees apply

            •          No store credit, exchanges, or deposits are used

            •          Any approved refund will be issued as a refund to your Klarna account/plan, in line with Klarna’s rules

            •          Refund timing on your Klarna account may depend on Klarna’s internal processing

4. Non-Returnable Situations

We do not accept returns or provide refunds for:

            •          Change of mind

            •          Incorrect order due to failure to review product specs, measurements, or access requirements

            •          Normal wear and tear or damage caused by improper use, modification, or incorrect installation