Refund policy
Returns and Cancellations
Our return policy lasts 30 days. You must inform us within 14 days of your intent to return make a return within 30 days of being in receipt of the product (with exceptions of customised products which are non returnable), after this point products are non returnable and non refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
If you are cancelling an order that has not yet been dispatched you will be entitled to a Full refund. If you have purchased an item through PayPal you will receive a full refund minus the PayPal fee.
If an item arrives faulty or develops a fault within 6 months of purchase, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015. Please contact us at sales@woodensensoryandsoftplay.co.uk with your order number and details of the fault (including photos if possible), and we’ll arrange the next steps.
Additional non-returnable items:
- customised rockers
- customised balance boards
- customised ramps
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds will not be given if:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
GIFT CARDS
If you have received or purchased through a gift card but choose to return your product, store credit will be issued in the form of another gift card with the value of the product on it. Products purchased through a gift card cannot be returned for money.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days/there may be an extension to this if your bank takes longer to process the refund.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@woodensensoryandsoftplay.co.uk
Sale items
All sale items are non-returnable and non-refundable. Please check product details carefully before purchasing, as we are unable to offer exchanges or refunds on discounted items.
Exchanges
Exchanges are processed through our standard returns process. If you’d like to exchange an item, please notify us within 14 days of delivery and return it within 30 days; once received, we’ll issue a replacement or refund as preferred.
Gifts
If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item was not marked as a gift, or if the order was shipped to the gift giver to give to you later, the refund will be issued to the gift giver, who will be notified of the return.
Shipping
To return your product, you should mail your product to: 7 overend close, Bradwell, Milton Keynes, MK139EJ, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.