Last updated: 22 September 2026
This policy is part of our Terms and Conditions. It doesn't reduce any right you have under the Consumer Protection Act, 2019.
At a glance
| Situation | What happens |
|---|---|
| You cancel before we dispatch | Full refund |
| Your set arrives damaged, faulty or wrong | Tell us within 7 days of delivery: free replacement, or a full refund |
| You've changed your mind after delivery | We can't accept these returns, because every set is hand-painted to order |
| We can't fulfil your order | Full refund |
| You reserved a set but haven't paid | Nothing to refund; just ask us to cancel the reservation |
1. Cancelling an order
You can cancel any time before we dispatch your order. Contact us on WhatsApp or by phone at +91 97312 94849, or email neeraj@perchplaytoys.lol, with your name and order number. We'll confirm the cancellation and refund you in full.
Once your order has been dispatched it can't be cancelled, but the rest of this policy still applies when it arrives.
We may cancel an order if a product becomes unavailable, we can't deliver to your address, or a payment looks fraudulent. If we do, we tell you and refund you in full.
2. Damaged, faulty or wrong items
If your set arrives damaged, has a manufacturing fault, is missing a piece, or isn't what you ordered:
- Contact us within 7 days of delivery with your order number.
- Send photos of the problem and of the packaging it arrived in. This helps us fix it quickly and claim from the courier.
- We'll offer you a free replacement (or just the missing or broken piece, if you prefer), or a full refund.
- If we need the item back, we arrange collection or pay your return postage.
Natural variation in wood grain, paint and finish is part of every hand-made set and isn't a fault. Wear from normal play, accidental damage, and damage from use against the safety and care guidance aren't covered.
Safety first: if any piece cracks, splinters or shows its magnet, stop using the set and contact us at once, however long you've had it.
3. Changing your mind
Because every set is cut and hand-painted to order in small batches, we can't accept returns of undamaged sets simply because you've changed your mind.
If you're unsure whether Perch Play is right for the child you're buying for, ask us before you order. Call or WhatsApp +91 97312 94849, or email neeraj@perchplaytoys.lol, and we'll answer any question about size, age range, safety or how it plays.
This doesn't affect anything in section 2: if your set is damaged, faulty, incomplete or not what you ordered, you're covered.
4. How refunds are paid
- Refunds go back to the method you paid with: card, UPI, net banking or wallet, through our payment provider, Razorpay.
- We start your refund within 2 business days of approving it, and send you confirmation.
- It usually reaches your account within 5 to 7 business days after that. The exact time depends on your bank or card issuer.
- We refund the full amount you paid for the affected items, including any delivery charge when the problem was ours.
5. Bulk and custom orders
Orders for schools, stores and events are agreed individually. The quote we send you sets out any cancellation terms. Damaged, faulty or wrong items in a bulk order are always covered by section 2.
6. Contact
Phone and WhatsApp: +91 97312 94849
Email: neeraj@perchplaytoys.lol
Neeraj Preenand, trading as PerchPlay, B-004, Renaissance Exotica, Opp. Sobha Ultima, Jakkur Plantation Road, Yelahanka Hobli, Bengaluru, Karnataka 560064
If you're unhappy with how we've handled a request, contact our grievance officer, as set out in our Terms and Conditions.