Refund policy

Pre-order cancellations
Changed your mind before your storymaker ships? You can cancel your pre-order at any time before shipment for a full refund. Just email us at web@playgeni.com. See our Shipping Policy for details on pre-order timing.

30-day returns
You have 30 days after receiving your order to request a return. To be eligible, items must be in the same condition you received them, unused, and in their original packaging. You'll also need your receipt or proof of purchase.

Holiday gifting
Orders delivered between November 1 and December 24 can be returned through January 31, 2027, so gifts can be returned after the holidays.

How to start a return
Email us at web@playgeni.com with your order number and the reason for your return. If your return is approved, we'll send you [a prepaid return shipping label / return instructions] along with details on where to send your package. Items sent back without an approved return request can't be accepted.

Exchanges
We don't offer exchanges. The fastest way to get what you want is to return your item, and once the return is approved, place a new order.

Refunds
Once we receive and inspect your return, approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post it. Any original shipping charges are non-refundable. If it's been more than 15 business days since your refund was approved and you haven't seen it, email us at web@playgeni.com.

Return shipping
We'll provide a return shipping label after authorizing your return. A $10 return shipping fee will be deducted from your refund.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, contact us within 7 days of delivery at web@playgeni.com. We'll provide next steps for return and refund or replacement.

Non-returnable items
Gift cards, membership fees, and items marked final sale are ineligible for return.