Refund policy
Returns and refunds policy
Last updated: 19 September 2026.
Changed your mind about a toy? That's fine. We apply the statutory 14-day right of withdrawal provided by the Belgian Code of Economic Law, and return costs are borne by us, throughout Europe.
1. Your 14 days to change your mind
From the receipt of your order, you have 14 calendar days to tell us that you wish to return one or more items, without having to give a reason.
To do so, write to us at info@playland.be stating your order number. We will send you a prepaid return label by e-mail.
2. Sending your return
The parcel must be shipped no later than 14 days after your withdrawal request, to the following address:
Playland / SRL Tech-Service
Rue Vanderstraeten 40
1080 Molenbeek-Saint-Jean
Belgium
Return costs are always covered by Playland. You have nothing to pay: the label provided is prepaid.
3. Product condition
You may handle the product to check its nature, characteristics and proper functioning, as you would in a physical shop. The product must be:
- unused and complete (accessories, instructions and supplied items included);
- in a condition allowing it to be resold;
- preferably in its original packaging.
If the product has been used or damaged beyond what is necessary to test it, a depreciation may be deducted from the refund.
4. Your refund
We will refund you within 14 days of receiving your withdrawal request or, if that period is longer, of recovering the returned products.
The refund is made via the same payment method used for your purchase, unless you expressly request another method.
The refund covers the price of the products and the standard delivery charges. If you chose a delivery method more expensive than our standard method, only the cost of the standard method is refunded, in accordance with the regulations.
5. Damaged, incomplete or incorrect item
If an item arrives damaged, opened or does not match your order, write to us at info@playland.be with photos: we will immediately send a prepaid return label and proceed with a refund or exchange upon receipt.
6. Cases where returns are not possible
In accordance with Article VI.53 of the Belgian Code of Economic Law, the right of withdrawal does not apply in particular to:
- personalised products or products made to your specifications;
- sealed products that have been opened after delivery and cannot be returned for hygiene or health protection reasons;
- trading cards or surprise products whose sealed packaging has been opened;
- goods which, after delivery, are by their nature inseparably mixed with other items.
7. 2-year legal guarantee
In addition to the right of withdrawal, you benefit from the 2-year legal guarantee of conformity: if your product has an inherent defect, we will repair or replace it, or refund you, free of charge.
8. Any questions?
Write to us at info@playland.be — we reply quickly, Monday to Saturday.