Refund policy

The Whatsie Happiness Guarantee

Whatsie’s range of products is made for open-ended play, imagination, relaxation, and everything in between. We’re passionate about creating quality soft play furniture at affordable prices. We’re so confident you’ll love your Whatsie; every purchase you make is backed by our happiness guarantee.

Do you offer change-of-mind returns?

We sure do! At Whatsie, we offer a 30-day money-back guarantee. If you change your mind about a product you buy from us, you can return it for your money back.

We’ll need a few things from you, including your proof of purchase (e.g., a copy of your receipt). You’ll need to return the product unused and saleable in its original, sealed packaging. Unfortunately, we are unable to refund delivery fees.

Fabric and Colour

We take care to represent our products as accurately as possible. Our photos are taken in natural light where possible, however colours can vary slightly depending on your device, screen settings, and the lighting in your home. Surrounding tones in your space can also influence how a colour appears.

As with most premium soft furnishings, small variations in colour may occur between production batches. Our microsuede may also appear lighter or darker depending on the direction the fabric is brushed or how the pile sits.

If you would like extra confidence before ordering, fabric samples are available.

If you are unsure once your order arrives, please inspect your covers before opening or using your play couch. This helps us support you quickly if you need to use the 30 day happiness guarantee.

My item is damaged; will you fix it?

Whatsie soft play furniture is designed for fun, so their zippers and seams should stand up to whatever you throw at them. That's why we're more than happy to offer a replacement guarantee for all manufacturing defects within twelve months of the date of purchase. Just email hello@whatsie.com.au with two to three photos (or a video) along with your order confirmation number and any issues.

If your return is accepted, we’ll send you a return shipping label as well as instructions on how and where to send your package. Please note that, as our products are limited releases, we cannot always guarantee we’ll have the replacement cover colour of your choice in stock, but we’ll do our best to find a replacement you love.

All guarantee periods start from the date of purchase. The original guarantee period still stands if you are offered a replacement product as part of your warranty claim.

My item arrived damaged; can you help?

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can make it right.

Are there any exclusions?

Yes, there are some exclusions. Our guarantee applies to the original purchaser only (sorry, it’s not transferrable) and to products used for reasonable domestic purposes. It excludes products used for commercial reasons. Discounted and sale items can only be returned for a store credit or exchange.

Order Cancellations:

If you place an order and request cancellation before it has been dispatched, a restocking fee of 10% will be charged.

The guarantee does not apply to:

Normal wear and tear, including pilling, fading, loss, or deterioration (of the whole product or its components)
Damage caused by improper use, cleaning, negligence, treatment, transportation, storage of the products or otherwise caused by your acts and/or omissions
Damage caused through any modifications, alterations, improper assembly, tampering, or products used in an abnormal manner and not for the product's intended purposes
Damage caused by exposing the products to the sun, extreme heat or cold, or chemicals or agents that are known to damage the finish of the product
Body impressions on foam
Damages caused by Act of God
Defects in products that are sold “As Is” which were brought to your attention on purchase