Refund Policy

If you are not happy with a kit that is still unused and in original packaging, we will refund the product price you paid, minus a 15% restocking fee on the base playset price, minus actual shipping. The window is 30 days from the ship date. Include the packing slip.

A refund is not a warranty claim. Defective or missing parts go on the warranty page.

Returned orders do not get outbound freight back, and you are responsible for the real cost to move the set to and from the warehouse. That includes orders that showed as free shipping because local installation was on the cart — the refund is still reduced by the actual freight Gorilla charged to get the kit to North Texas.

Keep copies of the receipt, delivery ticket, and any damage photos.

Once our crew has assembled a set in your yard, it is not a new-in-box return. We do not refund an installed playset because you changed your mind about color, size, or layout after install day.

• Installation labor is refunded in full if we have not started on site
• After the crew begins, install labor is earned and is not refunded
• If we cannot complete a DFW install we quoted, we refund the installation charge and help you decide whether to keep the kit
• Follow-up service calls on a set we installed are not a refund — we come back at no extra charge

If freight arrives crushed and you refuse the delivery, call us the same day. Gorilla will reship after the damaged freight is returned. We have to cancel the original shipment with a person on the phone so a second crate is not billed. Have the delivery receipt when you call.

Call (972) 835-6122 or email info@dallasplaysets.com. Approved product returns go via FedEx or UPS to Gorilla’s Dallas facility (2525 Esters Blvd, Ste 100, Dallas, TX 75261) — not USPS, and not our Carrollton mailing address unless we say so.

See also warranty, refunds, and cancellations.