Last updated: 19.12.25

At soft play moon, all products are made to order and produced specifically for each customer. For this reason, we do not accept returns or exchanges for change of mind.

Made-to-Order Items

  • All items are custom made once an order is placed

  • Orders cannot be cancelled, changed, or refunded after production has commenced

  • Please review all product information carefully before purchasing

Change of Mind

We do not offer returns, refunds, or exchanges for:

  • Change of mind

  • Incorrect measurements or assumptions

  • Colour preference (including beige or custom colours)

  • Delays due to stated lead times

Faulty or Damaged Items

If your item arrives with a manufacturing fault or damage:

  • You must notify us within 48 hours of delivery

  • Clear photographic evidence is required

  • We will assess the issue in line with applicable consumer law

This policy does not limit your rights under Australian Consumer Law (if applicable).

Custom Colours

Items ordered in custom colours are considered final sale and are not eligible for return or exchange.

Incorrect Use

Returns or claims will not be accepted for:

  • Damage caused by misuse or lack of supervision

  • Use in commercial, childcare, hire, rental, or shared-use environments

  • Improper handling, lifting, or placement

Contact

For any questions regarding your order, please contact:
📧 contact@softplaymoon.com

Returns policy.

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A young child with blue eyes and blonde hair sitting on a beige foam mat, smiling and clasping hands together in a living room with a wooden floor and a large window with sheer curtains in the background.