Shipments
and returns

1. Shipping

Shipping costs

Orders qualify for free shipping from 60 euros.

For orders under 60 euros, the applicable shipping costs will be displayed during the purchase process, before the user confirms the order and assumes the obligation to pay.

The available delivery destinations will be those that the Website allows the user to select during the purchase process.

Delivery times

The estimated delivery time indicated on the product pages is 3 to 7 days.

If the page of a specific product indicates a different delivery time, shipping cost or condition, the specific information shown on that product page will always prevail.

The delivery time and shipping costs applicable to the order will be displayed before the user confirms the purchase and will be included in the order confirmation.

If the same order contains several products with different delivery times, the longest delivery time will apply, unless PLAY, S.A. expressly informs the buyer that separate deliveries will be made.

Unless a different period is expressly agreed, the products will be delivered without undue delay and, in any event, no later than thirty calendar days after the contract is concluded.

Delivery address

Orders will be sent to the address provided by the buyer during the purchase process.

The buyer must check that the address provided is complete and correct before confirming the order.

If an incorrect or incomplete address prevents delivery or gives rise to additional costs, PLAY, S.A. will contact the buyer to manage the incident.

For security reasons, deliveries will not be made to post office boxes or military bases, or where the recipient and their address cannot be correctly identified.

Carrier

PLAY, S.A. may use different carriers depending on the product, destination, characteristics of the order and availability of the service.

Order tracking

The buyer may request information about the status of their order by writing to informacion@play.es and providing the order number.

Delivery problems or delays

If the order has not been received within the period of 3 to 7 days, or within a different period indicated on the product page or in the order confirmation, the buyer must contact PLAY, S.A. by writing to informacion@play.es and providing the order number.

If delivery cannot be made, the carrier or PLAY, S.A. may contact the buyer to arrange a new delivery attempt or resolve the incident.

Upon receiving the order, the buyer must check that the parcel corresponds to what was ordered and that it has no visible external damage.

Any incident must be reported as soon as possible to informacion@play.es, stating the order number and describing the problem.

2. Right of withdrawal

Withdrawal period

The consumer has fifteen calendar days from receipt of the product to notify their decision to withdraw from the purchase, without having to state a reason.

Where an order contains several products delivered separately, the period will begin on receipt of the last product.

To exercise the right of withdrawal, the consumer must communicate their decision by means of an unequivocal statement sent to:

PLAY, S.A. – After-Sales Department
Pol. Ind. Riera de Caldes, Ronda Boada Vell, 6
08184 Palau-solità i Plegamans, Barcelona, Spain
Email: informacion@play.es

The consumer may use the model withdrawal form included in the General Terms and Conditions, although its use is not mandatory.

Return of the product

After notifying the withdrawal, the consumer must return the product without undue delay and, in any event, no later than fourteen calendar days after that notification.

Products must be sent to:

PLAY, S.A. – After-Sales Department
Pol. Ind. Riera de Caldes, Ronda Boada Vell, 6
08184 Palau-solità i Plegamans, Barcelona, Spain

Before returning the product, the consumer is advised to contact PLAY, S.A. at informacion@play.es, stating the order number and the product they wish to return.

The consumer will bear the direct cost of returning the product. Returns sent with carriage due will not be accepted.

Where, due to its nature, size or weight, the product cannot normally be returned by an ordinary postal service, the consumer may request information about the procedure and an estimate of the return cost by writing to informacion@play.es.

The use of a transport service that provides proof of dispatch and delivery of the return is recommended.

Condition of the returned product

The product must be returned properly protected and, where applicable, accompanied by its accessories, parts, instructions and all other items originally included.

Use of the original packaging is recommended whenever possible. However, the absence of the original packaging will not in itself result in the loss of the right of withdrawal.

The consumer will only be liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

Refund

PLAY, S.A. will refund the payments received for the products covered by the withdrawal, including the cost of the least expensive standard delivery method offered during the purchase.

If the buyer expressly selected a delivery method that was more expensive than the standard delivery method offered, the additional costs resulting from that choice will not be refunded.

The refund will be made without undue delay and, in any event, no later than fourteen calendar days after the date on which PLAY, S.A. was informed of the decision to withdraw.

PLAY, S.A. may withhold the refund until it has received the product or until the consumer provides proof that it has been returned, whichever condition is met first.

The refund will be made using the same payment method used for the purchase, unless the consumer expressly agrees to another payment method that does not incur any costs for them.

Exceptions to the right of withdrawal

The right of withdrawal will not apply in the cases provided for by law.

Where an exception applies to a specific product, the consumer will be informed on the product page or during the purchase process, before confirming the order.

3. Incorrect, damaged or defective product

If the buyer receives an incorrect, damaged or defective product, they must contact PLAY, S.A. as soon as possible by writing to informacion@play.es.

To facilitate the management of the incident, the buyer must provide:

• The order number.
• The affected product.
• A description of the incident.
• Photographs of the product, packaging or damage observed, where useful.

If the packaging has visible external damage at the time of delivery, it is advisable to record this with the carrier and notify PLAY, S.A. immediately.

Failure to report visible damage immediately will not in itself result in the loss of the consumer’s statutory rights.

Where the incident is attributable to a shipping error, damage or lack of conformity of the product, PLAY, S.A. will bear the necessary collection or return costs and apply the appropriate remedy in accordance with the applicable legislation.

Reporting an incident does not limit the rights or time limits applicable to the legal guarantee.

4. Legal guarantee

PLAY, S.A. will be liable for any lack of conformity of the goods that becomes apparent within three years of delivery, in accordance with the applicable legislation.

In the event of a lack of conformity, the consumer may request that the product be brought into conformity by repair or replacement, unless one of these options is impossible or disproportionate.

Where legally applicable, the consumer may also request a price reduction or termination of the contract.

The measures required to bring the product into conformity will be free of charge for the consumer and will include, where applicable, shipping, transport, labour and material costs.

The legal guarantee does not cover damage caused exclusively by:

• Use contrary to the product instructions.
• Overloading or use above the indicated maximum weight.
• Improper handling.
• Unauthorised modifications or repairs.
• Lack of maintenance.
• Normal wear and tear resulting from use.

These exclusions will only apply where those circumstances are the cause of the incident.

5. Purchases made from third parties

This policy applies exclusively to purchases completed directly through the Playcare Website.

Purchases made in shops, through distributors or on third-party websites will be subject to the terms, time limits and return procedures of the corresponding seller.

6. Contact

For any query relating to shipping, a return, an incorrect product, damage, a defect or the legal guarantee, the buyer may write to:

informacion@play.es

To speed up assistance, the buyer should provide the order number and the affected product whenever possible.