Refund policy

FloatRail Return & Refund Policy

At FloatRail, we want you and your child to be completely satisfied with your purchase. Please review our return and refund terms below.

1. Change of Mind: 15-Day Return Window
If you simply changed your mind, we accept returns within 15 days of the delivery date, under the following conditions:

  • The set must be complete, unused, and in its original packaging.
  • Sets showing signs of use, assembly damage, or missing pieces not caused by us are not eligible for a change-of-mind return.
  • The 30-day guarantee below continues to apply to defects regardless of use.

2. Defects, Damage or Missing Pieces: 30-Day Guarantee
If your order arrives with a manufacturing defect, is damaged, has missing pieces, or is materially different from what was described, you may request a free replacement, replacement parts, or a full refund within 30 days of the delivery date. Please email us at floatrail@use.startmail.com with your order number and clear photos or a short video showing the issue, so we can process your request as quickly as possible.

3. How to Request a Return or Claim
Email us at floatrail@use.startmail.com with your order number and the reason for your request. Do not send any item back before receiving confirmation from our team. We will review your request, confirm eligibility, and provide the correct instructions. We reply within 1-2 business days.

4. Return Shipping Costs

  • For change-of-mind returns: the customer is responsible for return shipping costs, unless otherwise stated at the time of approval.
  • For defects, damage, or missing pieces: FloatRail covers all costs.

5. Refunds
Once your request is approved, your refund is issued to your original payment method within 5-10 business days. Your bank or card issuer may take additional time to reflect the refund. Original shipping is free, so no shipping charges are refunded.

6. Exchanges and Replacement Parts
If a piece is missing or damaged, we can send replacement parts or a replacement set instead of a refund, subject to availability. Let us know your preference when you contact us.

7. Non-Returnable Situations

  • Sets damaged due to misuse, or by failure to follow the included instructions.
  • Return requests made after the applicable window (15 or 30 days) without a valid defect claim.
  • Items sent back without prior confirmation from our support team.

8. Late or Missing Refunds
If you haven’t received your refund within 10 business days of approval, first check with your bank or card company. If you still haven’t received it, contact us at floatrail@use.startmail.com.