Refund policy
Last updated: [DATE]
We hope you love your Play Ulo purchase. If you change your mind, you may request a return within 14 days of receiving your order.
This policy applies to eligible purchases made directly from Play Ulo. Nothing in this policy limits any mandatory consumer rights available to you under applicable law.
RETURNS
To be eligible for a return, your item must be in the same condition in which you received it, unused other than as reasonably necessary to inspect it, and with its original packaging or accompanying materials where reasonably possible.
To request a return, email hello@playulo.com within 14 days of receiving your order and include your order number.
If your return is accepted, we will provide instructions and the relevant return address for your order and country or region. Please do not send items back before contacting us, as our return locations may vary.
For change-of-mind returns, you are normally responsible for return shipping costs unless applicable law requires otherwise.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please contact hello@playulo.com as soon as possible if your order arrives damaged, defective, incorrect or materially different from what you ordered.
Please include your order number and, where possible, photographs of the issue. We will arrange an appropriate replacement, refund or other remedy in accordance with applicable law.
NON-RETURNABLE ITEMS
Certain items may not be eligible for change-of-mind returns where permitted by law, including personalised or custom-made products, gift cards and certain digital products once supplied. These items will be noted as 'non-returnable' within the listing.
This does not affect your rights where an item is faulty, damaged, incorrect or misdescribed.
REFUNDS & EXCHANGES
We do not currently offer direct exchanges. If you would like another item, please return the eligible product and place a new order.
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be made to your original payment method, normally within 10 business days.
Original delivery and return shipping costs are not normally refundable for change-of-mind returns, except where required by applicable law.
INTERNATIONAL & THIRD-PARTY ORDERS
Our 14-day returns policy applies internationally to eligible purchases made directly through the Play Ulo website. Where applicable consumer law gives you additional or more favourable mandatory rights, those rights will continue to apply.
Customs duties, import taxes or charges paid directly to third parties may not be refundable by Play Ulo.
If you purchased a Play Ulo product through Amazon or another retailer or marketplace, please follow that seller's returns and refund process.
EVENTS & ACTIVITIES
Separate cancellation or refund terms may apply to Play Ulo events, programmes, workshops or other activities. Where applicable, these will be communicated at the time of booking.
CONTACT US
For returns or refund enquiries, contact:
Legal entity: [FULL LEGAL COMPANY NAME]
Trading name: Play Ulo
This policy should be read alongside our Terms of Service, Shipping & Delivery Policy and Privacy Policy.