Returns & Refunds

RETURNS AND REFUNDS

We want you to love your new bedding and sleep accessories. If something is not right, this page explains how to return it and get your money back.

YOUR RIGHT OF WITHDRAWAL

As a consumer, you have the right to withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you, or someone you name who is not the carrier, receive the goods. If your order arrives in several deliveries, the period starts when you receive the last item.

To use your right of withdrawal, send us a clear statement by email to info@playwlucks.com or by post to Ngassa Care B.V., Rumbeeksesteenweg 92, 8800 Roeselare, Belgium. You can use the withdrawal form at the end of this page, but you do not have to. It is enough to send your statement before the 14 day period ends.

EXCEPTIONS

For hygiene and health reasons, the right of withdrawal does not apply to sealed products that are not suitable for return once the seal has been removed after delivery. This can include pillows, pillowcases, sleep masks and mattress toppers that were delivered in sealed hygienic packaging. Unopened items in their original sealed packaging can always be returned.

CONDITION OF RETURNED ITEMS

Please return items unused, unwashed and in their original packaging with all labels attached. You may handle and inspect a product as you would in a shop, but if an item shows signs of use beyond that, we may reduce the refund to reflect the loss in value.

HOW TO RETURN AN ITEM

1. Email us at info@playwlucks.com with your order number and the items you would like to return.
2. We will reply with the return address and everything else you need to know.
3. Pack the items securely, ideally in the original packaging, and include your order number.
4. Send the parcel back within 14 days of telling us that you are withdrawing.

Please return each order separately.

RETURN SHIPPING COSTS

You pay the direct cost of returning the goods. If an item is faulty, damaged or not what you ordered, we cover the return costs.

REFUNDS

We will refund the full purchase price, including the original standard delivery cost, within 14 days of receiving your withdrawal. If you chose Insured Express Shipping, we refund the cost of standard delivery, which is free, so the 2.95 euro express charge is not refunded.

We may hold back the refund until we have received the items back or you have shown proof that you have sent them, whichever happens first.

Your refund will be paid using the same payment method you used for your order, unless we agree otherwise with you. You will not be charged any fees for the refund. We will let you know by email once your refund has been processed. Depending on your bank or payment provider, it may take a few extra days to appear in your account.

EXCHANGES

If you would like a different size or colour, simply return the original item and place a new order. This is the quickest way to make sure you get the item you want.

FAULTY OR DAMAGED ITEMS

If your item arrives faulty or damaged, please contact us within a reasonable time at info@playwlucks.com with your order number, a short description and a photo. We will offer a replacement, repair or refund in line with your statutory rights. Your legal guarantee rights are not affected by this policy.

MODEL WITHDRAWAL FORM

If you want to withdraw from your contract, you can fill in this form and send it to us.

To: Ngassa Care B.V., Rumbeeksesteenweg 92, 8800 Roeselare, Belgium, info@playwlucks.com

I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

QUESTIONS

If you have any questions about returns or refunds, we are here to help.

Email: info@playwlucks.com
Phone: +4917676323535