Refund policy

We want you to love your Petit Playa pieces. If something isn't right, this policy explains how returns, refunds, exchanges and shipping are handled. Please read it carefully, as it forms part of our Terms of Service.

Return window

You have 14 days from the date you receive your order to request a return.

To be eligible, your item must be in the same condition you received it — unworn, unused, with all tags attached and in its original packaging.

How to start a return

To begin, get in touch with us through our website quoting your order number and reason for return. US orders are returned to our warehouse in Memphis, Tennessee. Australian and all other international orders are returned to our head office in Sydney, Australia. We'll confirm the correct return address when we approve your return.

Once your return is approved, we'll send you instructions on how and where to send your parcel. Items sent back without first requesting a return cannot be accepted. If you have any questions, just contact us.

Return shipping costs

The customer is responsible for the cost of return shipping. There is no restocking fee.

For exchanges, we'll cover the cost of reshipping the replacement item to you. (You still cover the cost of sending the original item back.)

Shipping fees

Shipping fees paid at checkout are non-refundable, except where your order is delivered late (see "Late deliveries" below). This applies even where the rest of your order is refunded.

Late deliveries

If your order arrives within 2 days of the shipping window you selected at checkout, it is not considered late and your shipping fee will not be refunded.

If your order arrives more than 2 days after the end of your selected shipping window, we will refund your shipping fee. Where a shipment runs more than 2 days beyond the chosen window, we will refund the shipping fee even if you choose to keep your order.

Changes and cancellations

Orders cannot be changed once you have checked out. EU customers have the right to cancel an unfulfilled order — to do so, please log in to your account and submit a cancellation request before your order is fulfilled. Cancellation requests sent by email cannot be guaranteed, as our team operates in the Australian timezone and your order may be fulfilled by our warehouse before we are able to action your request. We recommend using self-serve cancellation via your account for the fastest result.

Items that can't be returned or refunded

We're unable to offer refunds on:

• Items purchased using a discount code of 15% or more. Items bought with a discount code under 15% can be returned and refunded as normal. This exclusion does not apply to discount codes earned by leaving a review — orders placed with a review reward can be returned and refunded as normal, regardless of the discount value.
• Sale items — that is, items where the original price has been reduced, whether or not a discount code was used.
• Gift cards.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives and contact us immediately if your item is defective or damaged, or if you've received the wrong item, so we can assess the issue and make it right. Faulty items are always eligible for a refund — none of the exclusions in this policy (including discount, sale or shipping-fee rules) apply to goods that are defective, damaged or not as described.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method.

Refunds typically take, on average, 3–10 business days to appear, depending on how quickly your card issuer or bank processes them. Please allow some additional time for your bank or credit card company to post the refund. If significantly more time has passed since your refund was approved and you still haven't received it, please contact us.

International orders — duties and taxes

For customers outside Australia and the United States, local import duties and taxes may be charged by your country's customs office. These charges are set and collected by your local authorities — they are separate from Petit Playa and are outside our control and visibility.

Please keep a close eye on your tracking, email and phone for any updates from your local import office. If charges are not paid and this results in your order being returned to us, the order will not be refunded.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel or return it within 14 days from delivery of the last item on your order, for any reason and without justification. Your item must be in the same condition you received it — unworn, unused, with tags and in its original packaging — and you'll need your receipt or proof of purchase.

Your rights under Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under that law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights apply in addition to the returns offered under this policy.

Contact

If you have any questions about returns or refunds, please contact us at customercare@petitplaya.com.au.