Refund policy

💛 We care about your happiness

At Priority Play, we want you to love what you ordered. If something’s not quite right — or you’ve simply changed your mind — we’ll make it right quickly, kindly, and fairly.

Changed your mind? No worries!

You can return any physical item for a full refund or store credit within 30 days of delivery, as long as it’s:

  • not personalised (we cannot accept returns on items with personalised names eg. name badges)

  • Unused/unopened and in its original packaging

  • In a resalable condition

A few quick notes:

  • Delivery fees aren’t refundable

  • Return shipping is at your cost 

  • We will return your payment to the payment method used at the checkout eg. Afterpay, Zip or Paypal.

💌 To start a Return or Refund

Pop us an email at hello@priorityplay.com.au with:

  • Your order number

  • The email you used at checkout

  • A quick note about what’s up (photos help too!)

Our friendly team will get back to you within 1–2 business days to sort everything out. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@priorityplay.com.au.

💸 Refunds

Once your return arrives and we’ve had a chance to inspect it, we’ll send you an update to let you know if your refund has been approved. If everything checks out, your refund will be automatically sent to your original payment method within 10 business days.

Please note — sometimes your bank or card provider can take a little longer to process the refund on their end.
If it’s been more than 15 business days since we confirmed your refund and it hasn’t come through, just drop us a line at hello@priorityplay.com.au and we’ll chase it up for you.

💥 Damages & Oops Moments

We know how disappointing it can be when something doesn’t arrive as expected. If your order shows up damaged, defective, or you’ve received the wrong item — please reach out to us straight away so we can make it right for you.
Simply email hello@priorityplay.com.au with your order number and a quick photo, and our team will sort things out ASAP.

🚫 Exceptions & Non-Returnable Items

While we want to make returns as easy as possible, there are a few items we can’t accept back:

  • Custom or personalised products (like special orders)

  • Sale items

  • Gift cards

If you’re unsure whether your item qualifies, no stress — just get in touch and we’ll happily help you figure it out.

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