Refund policy


Returns & Exchanges Policy

 

We want you to love your Playroom.
If for any reason you’re not completely satisfied, we’re here to help.

Return Eligibility

You may return your Matty’s Room product within 21 days from the date of shipment for a refund.

To be eligible for a return:

  • The item must be unused, in its original packaging, and in resellable condition.
  • Returns must include all original components, accessories, and packaging materials (including the shipping carton).

  • Proof of purchase (order confirmation or receipt) is required.

We reserve the right to reject returns that show signs of use, damage, or missing parts.

Return Process
  1. Request a Return: Email support@mattysroom.com with your order number and reason for return.
  2. Receive Return Instructions: Our team will send a prepaid return shipping label and detailed instructions.

  3. Ship the Item: Securely pack your product in its original box and attach the provided label.

Due to the large size and weight of our boxes, we charge a flat return shipping fee of $75 per item (Please note: The Playroom consists of two items, the Mat and the Pen). This amount will be deducted from your refund.

A restocking fee will only apply if returned goods are found to be used, damaged, or not in their original packaging/condition. This fee helps cover inspection, repackaging, and repair costs when an item cannot be resold as new.

Refunds

Once your return is received and inspected, we’ll notify you via email.

Approved refunds are issued to your original payment method within 5–10 business days, minus any applicable shipping and restocking fees.

Please note refund timing may vary depending on your bank or credit card provider.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Items that have been used, assembled, or altered
  • Replacement parts or promotional items
  • Final sale or clearance products

If your product arrives damaged or defective, please contact us within 7 days of delivery at support@mattysroom.com with photos of the issue. We’ll make it right by providing a replacement or resolution as quickly as possible.

 

Cancellations

We process orders quickly to ensure fast shipping, so we’re unable to guarantee changes or cancellations once an order is placed.

However, if your order has not yet shipped, email support@mattysroom.com as soon as possible, and we’ll do our best to accommodate your request.

If your order has already shipped, it will need to be processed as a return under our standard policy.

 

Exchanges

At this time, we do not offer direct exchanges. If you’d like a different color or product, please follow the return process above and place a new order once your refund has been issued.

 

Damaged or Defective Items

We take quality seriously. If your item arrives damaged, defective, or missing parts:

  1. Contact us within 7 days of delivery at support@mattysroom.com.
  2. Include your order number and clear photos of the issue.
    Our team will review and resolve the situation promptly, whether that means sending a replacement part, full replacement, or another appropriate solution.

 

Return Shipping Address

Do not send returns without authorization — our team will provide the appropriate warehouse return address once your request is approved.

 

Still Have Questions?

We’re always happy to help.
Reach us anytime at support@mattysroom.com— our team typically responds within 1–2 business days.