This policy applies to commercial equipment supplied by PLAYTIME unless the approved quotation, contract or order-specific warranty states different terms. The approved order documents control where they differ from this page.
18-Month Limited Warranty
PLAYTIME provides an 18-month limited warranty from the shipment date for PLAYTIME-manufactured equipment. The warranty covers verified defects in materials or workmanship under normal intended use when the equipment is installed, operated and maintained in accordance with the approved project documentation.
Warranty remedy
After reviewing a valid claim, PLAYTIME may provide repair guidance, a replacement part or another remedy confirmed in writing. A refund is not the default warranty remedy. Unless the approved order terms state otherwise, the warranty does not include labor, removal, reinstallation, travel, local service, freight, customs, duties or taxes.
Warranty exclusions
- Normal wear, cosmetic ageing, fading, scratches or routine maintenance.
- Misuse, overload, vandalism, accident, improper supervision or force majeure.
- Improper storage, site conditions, installation, operation or maintenance.
- Unauthorized modification, relocation, repair or use of unapproved parts.
- Consumables and third-party components covered by their own supplier warranty.
- Damage occurring after risk transfer during transport arranged by the buyer.
How to make a warranty claim
Submit a written claim within the warranty period and include the order or proforma-invoice number, the affected item or part, photographs or video, a description of what occurred, and relevant installation and maintenance information. Do not discard or repair the affected item before written authorization. PLAYTIME will review the evidence and confirm the approved remedy in writing.
Returns, Exchanges and Refunds
Custom-made and project-specific products
Custom-made, made-to-order and project-specific products cannot be returned, exchanged or refunded after design approval or production begins, except when a verified PLAYTIME error or defect is handled under the approved order terms or warranty. Before production begins, cancellation or change requests require written approval and may be reduced by documented design, material, production or other committed costs.
Standard products
An unused, uninstalled standard product in its original packaging may be submitted for return within 30 calendar days of delivery. A return is accepted only after PLAYTIME issues written return authorization. The customer is responsible for return freight, insurance, customs and duties. Original outbound freight and logistics costs are not refundable unless PLAYTIME agrees otherwise in writing.
A refund or exchange is issued only after the returned item is inspected and approved in writing. Deductions may be made for missing, used, installed, damaged or non-resalable items. Mandatory rights that cannot legally be excluded remain unaffected.
Before You Order
Confirm the final configuration, payment and delivery terms, warranty scope, return eligibility and project responsibilities in the approved quotation or contract. For questions or a claim, use the PLAYTIME contact page and include the relevant order information.