Refund and Returns Policy

Order Cancellation

In relation to standard products at our sole discretion, we may, accept a non-fault return or cancellation request. Restocking or cancellation charges may apply in such cases, and the buyer will be responsible for any associated transport costs.

Please note: You will need your sales order number (Playspaces Sales Order) and product details.

It is important to note that we are unable to accept non-fault returns or cancellations for bespoke / non-standard products. These are usually custom-made to the buyer’s specifications, which makes them difficult to resell or repurpose. We advise you to carefully consider your order before confirming it.

Return Process

To commence a return or cancellation it must be submitted within five working days from the delivery date, please contact us on info@playspaces.co.uk . We reserve the right to investigate all return requests and will assess the order status and provide guidance accordingly.

To advise us of an issue, please contact us as follows:
Email: info@playspaces.co.uk
Telephone: 01622 844238

Damaged Products

In the event that you receive goods that are damaged or faulty in any way, you must report the damages within five working days of delivery. We will instigate an investigation and collection, until this time, the products remain at your risk, and you should take reasonable care of them, including securing the packaging and storage of the goods to prevent further damage.

Following collection and inspection, a full refund will be issued if we are satisfied the goods have been damaged in transit or otherwise before delivery.

Replacement Parts

If you receive any damaged or broken products, you can request part replacements within two working days of delivery. We will make every effort to provide you with suitable replacement products or parts.

After the damage is reported, we will let you know the date collection of the damaged items will be. Once we receive and inspect the items, we will issue a replacement per our standard delivery schedule.

Please note that returned items must be received before new ones are dispatched.

Missing Goods

If you receive your purchase and notice that some items are missing, please contact our customer support team within five working days of delivery. We will investigate the matter and attempt to locate the missing item/s.

If we are unable to locate the missing item/s, we will offer you the option of a refund or a replacement, per management discretion.

Return Shipping

We request that all returned products be in their original packaging and not be used or damaged to avoid incurring any additional costs. We advise that the items be packaged adequately to avoid any damage during their return, as they will remain at the customer’s own risk until we receive them.

All items will be checked upon return before the relevant action is taken.

Bespoke / Custom Products

We are unable to accept non-fault returns or cancellations for bespoke / custom made non-standard products. These products are typically manufactured to the buyer’s specifications, making them difficult to resell or repurpose. Therefore, we strongly advise you to carefully consider your order before confirming it.

Late Claims

Please notify us within five working days if you encounter any issues with products received. Failure to do so will signify acceptance of the goods. We reserve the right to refuse to repair, replace, or refund the product in the event of a late claim.

If goods are claimed to be faulty but are found to be in good working condition, we may charge for returning them or deduct the cost from any refund. The products remain at your risk until they are physically returned to us by collection or delivery.

Refunds

Once we receive the returned product and confirm that it meets our eligibility criteria, we can then issue a refund to your original payment method.