Refund & Return Policy

Our Commitment

At Dream SoftPlay, we stand behind every product we make. If you are not completely satisfied with your purchase, we are here to help.

1. Return Window

You have 14 days from the date of delivery to request a return or exchange. After 14 days, we are unable to accept returns unless the product is defective.

2. Eligibility

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

• Unused and in the same condition that you received it.
• In its original packaging.
• Accompanied by proof of purchase (order number or receipt).

The following items are not eligible for return:

• Custom or personalised orders.
• Items that have been used, washed, or show signs of wear.
• Sale or clearance items marked as final sale.
• Gift cards.

3. How to Initiate a Return

To start a return, contact us within 14 days of delivery:

• Email: hello@dreamplaykw.com
• Phone: +965 6993 9972
• Instagram DM: @dreamsoftplaykw

Please include your order number, the item(s) you wish to return, and the reason for the return. We will provide return instructions and a return address.

4. Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to a defect or an error on our part, in which case we will cover the cost.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the status. If your return is approved:

• A refund will be processed to your original method of payment within 5–10 business days.
• You will receive a confirmation email when the refund is issued.
• Please allow additional time for your bank or card provider to process the refund.

If your return is rejected (e.g., item shows signs of use), we will notify you and return the item to you at your expense.

6. Exchanges

If you received a defective or damaged item, we will replace it at no additional cost. Contact us within 14 days of delivery with photos of the damage and your order number.

7. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us immediately. We will arrange a replacement or full refund, including return shipping costs.

8. Delivery Issues

If your order has not arrived within the estimated delivery window, please contact us and we will investigate with our shipping partner. Dream SoftPlay is not responsible for delays caused by customs, weather, or circumstances beyond our control.

9. Contact

For any questions about returns or refunds, reach us at hello@dreamplaykw.com or +965 6993 9972.