HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Dispatch from our warehouse will take place within 1-3 business days from the placement of your order. In most cases and depending on your delivery location, delivery of your order may take 5-10 business days. Rural and remote areas may take longer.

This delivery time frame is subject to changes in circumstances.

Please Note:

Allow extra time for your deliveries to arrive during busy periods (October to December).
Plum Play items are considered bulky by carriers and delivery to your door is at the discretion of our carriers. Carriers may be unable to deliver your parcel to your doorstep where it is difficult to do so, e.g., delivering to an apartment or housing complex.
WHAT IF I AM ORDERING FOR A SPECIAL OCCASION LIKE A BIRTHDAY OR CHRISTMAS PRESENT?

If your order is for a Birthday or Christmas present, it is advised that someone is at home to help “hide” the delivery of the goods. As our items are very large, they are difficult to hide from your children. In addition, our products are not wrapped to conceal the product inside the box. Neither Plum nor our carriers can be held accountable should your children see the goods when delivered. It is important that you place your order well in advance of the date required; however, please note Plum Play is unable to guarantee delivery on or before a certain date.

WHAT HAPPENS IF I RECEIVE A PARTIAL DELIVERY?

Due to the bulky size of our products and how our items are sorted and scanned through the freight networks, your order may be delivered in multiple deliveries.

If this happens, please only sign for the number of cartons the carrier delivered. Never sign for the total number of items. Please do not refuse a partial delivery, or you may be charged a re-delivery fee. Partial deliveries do not mean that your parcels are lost; they are sorted separately through the freight delivery process. Plum recommends that you wait a few days, and if the remaining parcels haven’t been delivered, please contact our customer service team.

In a regional or remote area, you may see your tracking “pause” at the last depot. This happens as the carrier waits for all items to be received at their depot, so they make one delivery run to your home address.

WHAT SHOULD I DO IF MY DELIVERY ARRIVES DAMAGED?

If this happens, we recommend you accept the delivery, mark the delivery docket with a comment stating there was damage to your item while in transit, and take photos of the damage. Please email these along with a description to Plum Play by using the CONTACT US page on the Plum Play Website. The more information you provide, the better we can assist you. Please note that damaged packaging may not mean that the product inside is unfit for use. Before emailing Plum Play, it’s best to check if the parts inside the box are intact. NOTE: Wood splits in our timber items are very normal, and you can read about this on our HERE page.

CAN I CHANGE MY DELIVERY ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once you receive your shipping confirmation email, there is a small window where it may be possible for the carrier to change your delivery address or redirect your order. However, from October to December, this becomes a difficult request. In this instance, there may be additional costs that you will need to pay for the change in address or redirection of your order. Plum Play is at no time liable for ensuring that a change of address happens, so please ensure that all delivery details are accurate at the time of order.

WHAT HAPPENS IF I AM MOVING HOME?

Plum Play does not have the facility to collect from one home address and re-deliver to another home address.

WHAT IS AN AUTHORITY TO LEAVE AND HOW IS THIS USED?

Our carriers have a default authority to leave without a signature. This is in place to ensure you receive your items on time. In many cases, a photo is taken of the goods upon delivery, and they are left in a safe and secure place.

Returns & Refunds

Change of Mind Policy

It is important that you select your product carefully, as returning goods under our change of mind policy can be a costly experience. You must understand your rights and obligations regarding returns or exchanges before purchasing.

If, however, you do change your mind and you wish to request to exchange or refund your purchase, you can do so within 28 days from the purchase date. The following criteria must be met for an exchange or refund to occur:

1. The item(s) must be returned in a saleable condition, i.e., returned in original packaging with attached labels, sealed packaging remaining intact, unused, and as sold.

2. The purchaser must provide - images before the product is returned.

3. You must be the original purchaser of the product and provide the original proof of purchase.

Refunding under the Change of Mind Policy.

The refund will take place once the item has been returned to Plum Play and inspected.

Once inspected, if the returned product is found damaged, used or not in its original package without prior agreement of condition, we may deduct an unstated amount from your refund based on the contracted price to recuperate for the diminished value.

Plum Play will then notify you with confirmation of the return and of the approval or rejection of your refund with the fees incurred.

If/when the return is accepted, the refund will be processed within 10 working days on the original method of payment, it may take an additional 3-5 working days to be seen on your balance, this varies on your payment provider.

All Change of Mind returns are subject to a 20% restocking and admin fee off the original order. This service will be deducted from your total refund.

In case the item is purchased through our authorised Stockist / Reseller please contact their customer service to liaise with our friendly customer Service team. Please note your final refund will be issued by original stockist you purchased from.

Returning the Item under the Change of Mind Policy

please contact our customer service team via eBay to advise Plum Play that you have changed your mind and wish to return the goods.

This must be requested within 14 days of receipt of the goods, and any returned goods must be received at our warehouse within 28 days of receipt. Unfortunately, any returns received after this period will not be accepted.

You must return the goods to us at your own cost and risk as soon as possible. We recommend that any goods returned to us are sent on a tracked service, as Plum Play take no responsibility for items undelivered.

A pickup and collection service can be provided on your behalf at an additional cost; please contact us for a quotation. This service will be deducted from your total refund.

Damage and Defected Items

Upon delivery, you must check for any signs of damage before signing for your product. Damaged item claims may not be accepted in cases where the delivery was signed for as items received in good condition. If you notice any damages to the item, please note it on the delivery slip.

All goods are covered under the limited warranty, and should a fault occur, they will be replaced or repaired, at our option, and returned to the customer at no cost. Plum reserves the right to examine photographs or physical evidence of goods claimed to be defective and to recover the goods before settling a warranty claim.

Kindly contact our customer service team within 48 hours of receiving your items or noticing a fault to report any issues or defects with your product. Our team will assess each case and may request images to support your claim. A refund or exchange may be offered at our discretion. We may also request that the item be sent back to us.

To do this, please go to our CONTACT US form and select either 'There’s an issue with my item' from the drop-down menu.

Please carefully read our FREQUENT QUESTIONS AND ANSWERS to understand more about the quality of our products before returning your items.


Important Note

If the outer box is damaged at the point of delivery, this does not mean that the goods inside are faulty. Plum Play take great care in providing packaging that meets the rigorous demands of delivering our products across Australia.

Plum Play’s warranty does not cover scratching or scuffing of the product because of normal wear and tear and any minor defects which do not affect the functionality of the product.

For more information on Plum Play’s warranty, please read our warranty policy.

Warranty Policy

1. Subject to proper installation and normal residential use, Plum Products (“Plum”) play products are warranted, subject to the limitations stated below, to the original retail purchaser or owner to be free from manufacturers defects in material or workmanship for 1 (one) year from the date of original retail purchase.

2. All warranties may be registered. To register your warranty, please visit REGISTER YOUR PRODUCT and retain your proof of purchase for the warranty period.

3. Goods covered under this limited warranty will be replaced or repaired at our option and returned to the customer at no cost. Plum reserves the right to examine photographs or physical evidence of goods claimed to be defective and to recover the goods before settling a warranty claim.

4. Non-residential use of play products is prohibited, and there will be no warranty for commercial, competition, or playground use as these products are designed for residential use only. No warranty shall apply on equipment subjected to abuse, negligence, improper installation or use, vandalism, acts of God, unauthorised alteration or attachment to other equipment, or improper use or repair by the customer or a third party.

5. Whilst every endeavour is made to ensure the highest degree of safety in the product, freedom from injury cannot be guaranteed. It is essential to install correctly by installation instructions, supervise your children’s play activity and maintain your play equipment periodically according to manufacturer guidelines.

6. This warranty does not cover scratching or scuffing of the product because of normal wear and tear and any minor defects that do not affect the product's functionality. This warranty is expressly in lieu of all other warranties, express or implied, by Plum. Your statutory rights remain unaffected.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, under which you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major one.

7.All claims must be made within 14 days of purchase or within a reasonable time of awareness of the defect and must be accompanied by proof of purchase. Please, therefore, retain proof of purchase. Plum may reject claims not made within a reasonable time and/or where there is no proof of purchase. Plum will meet the cost of all agreed and validated claims.

9. All claims must be made within 14 days of purchase or within a reasonable time of awareness of the defect and must be accompanied by proof of purchase. Please, therefore, retain proof of purchase. Plum may reject claims not made within a reasonable time and/or where there is no proof of purchase. Plum will meet the cost of all agreed and validated claims.

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