Return & Refund Policy

We want you to be happy with your order. If something isn't right, let us know. And if you can't find an answer to your question below, our friendly play experts are ready to help. Please email us:


What is your return policy?

Not 100% in love with your product purchased from Your happiness is our mission! After receiving your product, you have 7 days to return it, as long as it's in new and unused condition and its original packaging. Please note that we currently do not offer gift exchanges.
We support the cancellation before shipping. The refund will be back within 48 hours after the cancellation approval.
For returns, we'll gladly refund your purchase price, excluding shipping and handling charges. There are no restocking fees. If the returning is due to our reasons, the goods received are broken or not correct, please take a photo and send it to us, then you are not required to bear the shipping fee for this reason.
When you receive your order, our contact information will be displayed on the packing slip. Please keep your packing slip in case you need to arrange for a return and read the instructions thoroughly for faster processing of returns. Also, please keep any emails you receive regarding your order, as they may contain important information.
Once we receive your return, we will process a refund within 7 business days of the original form of payment. Your bank may require additional time to post this transaction to your account.


When will I receive a refund?*

Just as fast as we can get it to you! Any credits on your account with us will be refunded promptly as soon as we have received and processed the return. Once we receive your return, we will process a refund within 7 business days of the original form of payment. Your bank may require additional time to post this transaction to your account. We'll use the same method to refund the amount as you used when you placed the order. For example, if the order was paid by credit card, we will credit your credit card account.
*Due to Covid-19 and its impact on shipping, we are experiencing delays in receiving returns. This may impact the timing of your refund. We appreciate your patience as we all work through this. Once we receive your return, we will be processing refunds in accordance with our policy.


May I return a personalized item?

Please don't take it personally, but personalized items are not eligible for a return, namely because it's so hard to predict when another Penelope will be in the market for a personalized piano! Seasonal/holiday items - cannot be returned after the season/holiday. For example, my first Christmas tree cannot be returned after December 23. If the UNIH item you purchased is a holiday gift, you must contact us within 14 days after Christmas to return the item. If you refuse to deliver the goods, you will receive the purchase price minus all shipping charges and a 20% restocking fee. (There are exceptions, of course. For example, in rare cases where the product is damaged in transit, defective, or incorrectly personalized, our standard return policy will apply. Please call us for help initiating a return if this is the case.)


How do I return a defective product?

If the item you wish to return is inoperable but has no apparent damage, it is considered defective. Please email us at to arrange for the repair or replacement.


How do I return a damaged product?

Crash! Boom! Bam! Accidents happen, unfortunately. Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please contact us immediately. It's helpful to save all packaging material and paperwork.


For help processing a return, please give our friendly team an email.

By the way, we're constantly reinventing and reimagining our toys. If you have any feedback you would like to share with us, and please email us at We genuinely listen to your suggestions when reviewing our existing toys as well as new ones in development.