Our commitment to fair, transparent returns on every toy

Playstan (“Playstan,” “we,” “us,” or “our”)
Karachi, Sindh, Pakistan  |  playstan.co
Effective Date: 29 August 2026

1. Overview

Playstan wants you and your child to be happy with every purchase. This Refund & Return Policy explains the conditions under which you may return a product and receive a refund, replacement, or exchange. This Policy applies to all orders placed on playstan.co and paid via bank transfer or Cash on Delivery (COD).

2. Return Window

You may request a return within 7 calendar days of the date your order is delivered to you. Return requests made after this window will not be accepted, except where required by Pakistani consumer-protection law (for example, where the product is defective or materially not as described).

3. Return Authorization and Inspection

All returns require prior authorization from Playstan before the product is sent back. Simply sending a product back to Playstan does not automatically qualify it for a refund, replacement, or exchange. Every returned product is subject to inspection before any remedy is approved. Inspection is completed within 3 calendar days of Playstan receiving the returned item, after which we will notify you of the outcome.

4. Condition of Returned Items

To be eligible for a return, the item must be:

  • Undamaged and in the same condition you received it;
  • Unused, with all original tags, seals, and protective packaging intact;
  • Returned in its original packaging, including any accessories, manuals, or free items included with the toy;
  • Accompanied by proof of purchase (order number, invoice, or delivery receipt).

Items that show signs of use, damage caused after delivery, missing parts, or missing original packaging will not qualify for a refund, and may be returned to you at your cost or refused.

5. Change-of-Mind Returns: Opened, Used, or Incomplete Toys

Change-of-mind returns are only accepted for products that remain unused and in their original condition, per Section 4. Products that have been opened, assembled, played with, used, modified, damaged after delivery, or returned with missing parts, accessories, packaging, tags, seals, manuals, or promotional/free items are not eligible for a change-of-mind return, except where required by applicable law.

6. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective on arrival:

  • Toys with broken hygiene seals (e.g., certain plush toys, teething items, or bath toys);
  • Personalized, custom-branded, or made-to-order items;
  • Items marked as final sale or clearance at the time of purchase.

7. How to Request a Return

To start a return, contact us within 7 calendar days of delivery via:

  • Email: info@playstan.co
  • WhatsApp: 0371-7527826

Please include your order number, the item(s) you wish to return, the reason for return, and photos of the product and its packaging. We will confirm eligibility and provide return instructions, including pickup or drop-off arrangements through our courier partner, TCS. Unless we advise otherwise for your specific order, returns are sent to:

  • 2nd Floor, Plot 19-E, Street 11-A, Badar Commercial Area, Phase 5, DHA, Karachi, Sindh, Pakistan

8. Damaged, Defective, or Incorrect Items

If you receive a toy that is damaged, defective, or different from what you ordered, notify us within 48 hours of delivery, providing clear photographs and, where reasonably requested, video evidence showing the product, packaging, labels, and the claimed issue. Playstan may investigate and verify the claim before approving a remedy.

Damage caused by misuse, improper handling, assembly, negligence, modification, accident, or ordinary wear and tear is not considered a manufacturing defect. Minor variations in colour, finish, packaging, or design that do not materially affect the product are not defects.

Where a defect, damage, or incorrect item is verified, Playstan will cover the return shipping cost and, subject to applicable law, will provide a remedy at its reasonable discretion — which may be a replacement, exchange, repair, store credit, or refund. A refund is not automatically the customer’s preferred remedy where a reasonable replacement or other lawful remedy is available.

9. Exchanges

If you would prefer an exchange (for example, a different size or design) rather than a refund, let us know when you request your return. Exchanges are subject to stock availability and the same 7-calendar-day, undamaged-condition requirements described above, and are inspected on the same basis as returns. Unless otherwise agreed by Playstan, a customer may request only one exchange per order.

For a customer-initiated exchange (including change-of-mind requests), the customer pays any price difference between the original and replacement item, and bears the courier cost of returning the original product to Playstan.

10. Free Gifts and Promotional Items

Where an order includes a free gift, promotional item, accessory, or other complimentary item, the complimentary item must also be returned with the main product when the order is returned. Failure to return associated promotional items may affect the refund or exchange, to the extent permitted by applicable law.

11. Return, Exchange, and Shipping Costs

Except in cases of damaged, defective, or incorrect items (Section 8), the customer is responsible for the cost of returning or reshipping an item for a customer-initiated return, exchange, or change-of-mind request, unless Playstan agrees otherwise in writing. Original delivery charges are non-refundable for customer-initiated returns, except where applicable law requires otherwise or the return results from Playstan’s verified error.

12. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

  • Because orders are paid via Cash on Delivery or bank transfer, approved refunds are issued via bank transfer to an account you provide, at your preference where possible;
  • Approved refunds are processed within 7-10 calendar days of approval;
  • Original delivery charges (if any) are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

13. Governing Law

This Refund & Return Policy operates alongside your statutory rights under the Sindh Consumer Protection Act, 2014, and other applicable Pakistani consumer-protection law. Nothing in this Policy limits any right you have under such law.