Play Palace Refund & Return Policy

At Play Palace, your satisfaction is important to us. Most of our purchases are local and include items from the Snack Den, memberships, punch cards, party bookings, and day passes. Our policy is designed to keep things fair and simple.

General Policy

Our refund and return policy lasts 30 days from the date of purchase. If more than 30 days have passed, unfortunately, we cannot offer a full refund or exchange.

To be eligible for a return, items must be unused, in their original packaging, and in the same condition you received them.

Non-Returnable Items

Some items cannot be returned, including:

  • Perishable goods (e.g., food, snacks, drinks from the Snack Den)
  • Party bookings and day passes once the date has passed
  • Gift cards
  • Downloadable items or digital goods
  • Personal care products

Partial Refunds May Be Granted (If Applicable)

  • Items returned with obvious signs of use
  • Any item not in original condition or missing parts not due to our error
  • Any item returned more than 30 days after delivery

Refunds

Once we receive and inspect your return, we’ll notify you via email. If your refund is approved, a credit will be applied to your original payment method.

Late or Missing Refunds?

If you haven’t received your refund:

  1. Check your bank account
  2. Contact your credit card provider
  3. Check with your bank—there can be a delay in posting

Still no refund? Contact us at info@rocplaypalace.com.

Sale Items

Only regularly priced items may be refunded. Sale items are final sale and cannot be refunded.

Exchanges

We replace items only if they are defective or damaged. For exchanges, email us at {email address} and send your item to:
{physical address}

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive store credit. If not, the refund will be issued to the original purchaser.

Returns Shipping

To return an item, mail it to:
2199 E. Henrietta Rd STE 7
Rochester, NY 14623

Customers are responsible for return shipping costs. If approved for a refund, this cost may be deducted.

We recommend using a trackable shipping service for higher-value items—we can’t guarantee receipt of returns without tracking.

Questions?

We’re happy to help! Reach out to us anytime at info@rocplaypalace.com for any questions about refunds or returns.