Welcome to MyPlanet.pk – Your World of Toys. We want every order to arrive safely and meet your expectations. Because our products include toys, baby products, play equipment, and other children items, we carefully inspect and pack orders before dispatch.
This Refund & Exchange Policy explains when an item may be eligible for an exchange or refund and how to contact us if there is a problem with your order.
1. Order Inspection
All products are checked before dispatch to ensure that the correct product is sent and that it is in acceptable condition.
Customers are encouraged to inspect their order immediately after delivery and contact us as soon as possible if the product is damaged, defective, incorrect, or has any other issue.
2. Exchange Eligibility
An exchange may be considered if:
- You received a damaged product.
- You received a defective product.
- You received a product different from the one you ordered.
- The product has a manufacturing defect.
- The product is missing an essential component that should have been included with the package.
To qualify for an exchange, the product should generally be unused, unassembled, and in its original packaging, with all accessories, parts, manuals, tags, and other included items intact.
Certain products may have additional eligibility requirements depending on their nature.
3. Products That May Not Qualify for Exchange
For hygiene, safety, and product-protection reasons, we may not accept exchanges for products that:
- Have been used, assembled, or damaged after delivery.
- Are missing original packaging or accessories.
- Have been altered, modified, repaired, or misused.
- Show signs of wear, stains, scratches, or other customer-caused damage.
- Are returned without the required proof of purchase.
- Were damaged because of incorrect use or failure to follow the manufacturer's instructions.
Clearance, promotional, or specially discounted products may have different return or exchange conditions, which will be communicated where applicable.
4. Damaged Products
If your package arrives visibly damaged, please inspect and make the product unboxing video as soon as possible.
If the product itself is damaged, please contact our customer support team and provide:
- Your order number.
- Customer name and contact number.
- Clear photographs of the product.
- Photographs of the packaging.
- A short description of the issue.
- A video, where appropriate, showing the defect or problem.
This information helps us investigate the issue and determine the appropriate solution.
5. Wrong Product Received
If you receive a product that is different from what you ordered, please contact us as soon as possible.
Do not use, assemble, modify, or dispose of the product or its original packaging until our support team has reviewed the issue.
After verification, we may arrange an exchange for the correct product or provide another appropriate solution.
6. Defective Products
If a product does not function properly or has an apparent manufacturing defect, please contact us with your order details and supporting photographs or video.
Our team may request additional information or troubleshooting steps to determine whether the issue is a manufacturing defect, an installation/use issue, or damage caused after delivery.
If the issue is confirmed as an eligible defect, we may offer an exchange or another suitable resolution.
7. Exchange Process
To request an exchange:
Step 1: Contact MyPlanet.pk customer support with your order number.
Step 2: Explain the issue and provide photographs or video if requested.
Step 3: Our team will review your request and confirm whether the product qualifies.
Step 4: If approved, we will provide instructions for returning or exchanging the product.
Step 5: Once the returned item is received and inspected, the approved exchange or resolution will be processed.
Please do not send products back without contacting us first, as unauthorized returns may not be accepted.
8. Return Shipping
Shipping arrangements for an approved exchange may depend on the reason for the exchange.
If the product was sent incorrectly, arrived damaged, or has a confirmed manufacturing defect, MyPlanet.pk may provide an appropriate solution regarding return shipping.
If an exchange is requested for reasons unrelated to a product defect or our error, any applicable delivery or return costs may be the customer's responsibility.
The applicable shipping arrangement will be communicated when the exchange request is reviewed.
9. Refunds
Refunds are considered only where applicable and after the order and product have been reviewed.
If a refund is approved, the amount and method of refund will depend on the circumstances of the order and the original payment method.
Shipping or delivery charges may not be refundable unless the refund relates to an error, damage, or another circumstance for which MyPlanet.pk accepts responsibility.
Refund processing times may vary depending on the payment method or financial institution.
10. Cash on Delivery Orders
For Cash on Delivery orders, refund arrangements may require additional customer information and verification.
If a refund is approved, our customer support team will explain the available refund method and any information required to process it.
11. Order Cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
Cancellation may not be possible once an order has been processed, packed, dispatched, or handed over to the courier.
If an order has already been dispatched, the customer may need to follow the applicable return or exchange procedure instead.
12. Incorrect or Incomplete Delivery Information
Customers are responsible for providing accurate delivery information, including:
- Full name
- Complete delivery address
- City
- Phone number
- Any other information required for successful delivery
If an order cannot be delivered because incorrect or incomplete information was provided, additional delivery charges or other applicable costs may apply.
13. Product Packaging
Where an exchange or return is approved, customers should retain the original product packaging and included accessories until the issue has been resolved.
This is particularly important for toys, play gyms, walkers, rockers, electronic toys, and products containing multiple parts.
14. Inspection and Final Decision
All exchange and refund requests are subject to review and product inspection where applicable.
We reserve the right to decline a request when the product does not meet the eligibility requirements described in this policy or when the issue is determined to have resulted from misuse, accidental damage, improper assembly, unauthorized modification, or normal wear and tear.
Our team will communicate the outcome after reviewing the available information.
15. How to Contact MyPlanet.pk
For refund or exchange assistance, please contact our customer support team through the contact details provided on our website.
When contacting us, please include your order number so that we can locate your order quickly.
MyPlanet.pk – Your World of Toys 🌎🧸
We are committed to providing a smooth and reliable shopping experience and helping our customers resolve genuine product or order issues as quickly as possible.
Important Note
This policy is intended to clearly explain our general refund and exchange procedures. Specific eligibility may vary depending on the product, order circumstances, applicable manufacturer warranty, and applicable laws and regulations in Pakistan.
For any questions about a specific order, please contact MyPlanet.pk customer support before returning an item.