Refund policy
Return and refund policy
Last updated: 19 September 2026.
Changed your mind about a toy? No problem, it's simple. We apply the 14-day legal right of withdrawal provided for by the Belgian Code of Economic Law, and return costs are on us, everywhere in Europe.
1. Your 14 days to change your mind
From the day you receive your order, you have 14 calendar days to tell us you want to return one or more items, without having to give a reason.
To do so, email us at info@playland.be with your order number. We will send you a prepaid return label by email.
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 paid by Playland. You have nothing to pay: the label we provide is prepaid.
3. Condition of the product
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 parts included);
- in a condition that allows it to be resold;
- preferably in its original packaging.
If the product has been used or damaged beyond what is needed to test it, a deduction for loss of value may be made from the refund.
4. Your refund
We refund you within 14 days of receiving your withdrawal request or, if later, of receiving the returned products.
The refund is made using the same payment method as your purchase, unless you expressly ask for another method.
The refund covers the price of the products and the standard delivery costs. If you chose a more expensive delivery method than our standard one, only the cost of the standard method is refunded, in line with the regulations.
5. Damaged, incomplete or incorrect item
If an item arrives damaged, opened or not as ordered, email us at info@playland.be with photos: we will immediately send you a prepaid return label and refund or exchange the item as soon as we receive it.
6. When a return is not possible
In accordance with Article VI.53 of the 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 reasons of hygiene or health protection;
- trading cards or surprise products whose sealed packaging has been opened;
- goods which, after delivery, are inseparably mixed with other items due to their nature.
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 original defect, we will repair it, replace it or refund you, free of charge.
8. Any questions?
Email us at info@playland.be — we reply quickly, Monday to Saturday.