Delivery and Returns Policy

Feel free to read all of the wordy stuff below, but here is a quick summary of our delivery & returns information to get you started:

1. Our cut off point for dispatching orders on the same day that you place them is 2pm. Please call us on 0845 389 1400 if you place your order after this point and need to have your order dispatched that same day - we usually have up until about 4pm to have our warehouse prepare your order!

2. Most of our orders are delivered the next working day by DHL.

3. If you are not at home when delivery is attempted, DHL will leave a card.

4. Things don't always go according to plan with deliveries, so please don't take time off work or make arrangements around a delivery without talking to us first. You can call us on 0845 389 1400 the day after you receive your shipping notification and we can check for definite if your order is out for delivery on that day!

5. Free delivery is only available to a standard UK mainland address - Scottish Highlands, Northern Ireland, Europe and any other offshore locations are excluded from this offer - please get in touch for a quote!

6. Any item that you purchased from us can be returned if you change your mind, providing that the item is unused and in its original packaging - please bear in mind that we still have to pay for your delivery even if it is free to you. We reserve the right to deduct £4.95 per parcel from any refund issued for goods returned to us when you have changed your mind. It is because of this that we would strongly urge you to call us before you place your order if you have any questions!

7. We can also collect an item from you if you change your mind at a rate of £6.95 per parcel. This is obviously quite cheap for a very large item, but for a smaller item we would recommend that you return via the Post Office - please get a proof of purchase if you do send something back in this way as we can't refund your order if it goes missing and you don't have this!

Delivery:

We aim to dispatch all orders within 24/48 hours of us receiving your order and the vast majority are delivered the next working day following dispatch. Deliveries generally take place between the hours of 8am and 6pm and a calling card will be left if there is no-one at home to sign for your order. The majority of our orders are sent via DHL, but larger items can also be delivered via a specialist heavy goods carrier.

Delivery Excess:

Shipments to the Scottish Highlands, Northern Ireland, Republic of Ireland, Europe and other remote locations in the United Kingdom can take an extra day or two and are subject to an additional 'Excess' delivery charge that is imposed on us by our couriers - you will be contacted prior to dispatch to advise you of this charge. We do try to include all affected postcodes in the following list, but there are others than can apply depending on the courier company used to delivery your order. Please get in touch with us prior to placing your order if you live in an area that usually requires an extra delivery cost.

UK Delivery Excess Postcodes

Scottish Highlands includes the following postcodes: FK17-99, G83, IV1-28, IV33-39, KW ALL, PA21-33, PA35-40, PH18-26, PH30, PH31-42.

Scottish Islands include the following postcodes: HS1-9, IV40-51, IV55-56, KA27, KA28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3.

Other offshore postcodes or areas that carry an excess charge: IM, JE, GY, BT, IM1-9, IM86-87, IM98-99, PO31-41, TR21 & TR25

We will contact you as soon as possible following receipt of your order if there is any additional excess payment to make towards delivery of your order. Please also note that some of our larger items are also unavailable for delivery to certain offshore or remote locations in the UK. This also applies to certain Items that come direct from our suppliers, which may also include an additional delivery surcharge - you will be notified of this as soon as possible following receipt of your order.

Goods will be dispatched to the postal address you have given in your order. Please note we will not dispatch to PO Box addresses. We will make the necessary arrangements for dispatching and delivering the goods to you. Should there be no-one at the address to take delivery, our courier will leave a card, giving full instructions for you to re-arrange a more convenient time of delivery.

Cancellations and Returns:

If, for any reason, you want to cancel your order with us, you are able to do so at anytime before the goods are dispatched by e-mailing us at the following address: sales@playtimes.co.uk. If your order is cancelled in writing before your goods are dispatched no charges will be applied and a full refund will be processed within a maximum of 7 days. Once your goods have been dispatched, you are still able to cancel your order but we reserve the right to apply a cancellation fee of £20.00 to cover our administration costs. Inline with the ‘Distance Selling Act 2000’ you have a 7 day cooling off period starting from the following day after delivery. If, before cancelling the distance contract, you have acquired possession of the goods, you will be under a duty to restore those goods to us, in the meanwhile, to retain possession of the goods and take reasonable care of them. This duty to take reasonable care ends if you deliver or send the goods back at your own expense. The goods must be returned in an unused and if possible unopened condition within 7 days. We would advise that you enclose a cover note on the outside of the package including your order details and reason for return to ensure there are no delays with refunding your payment. When returning goods we would always recommend using a ‘signed for’ delivery service to ensure the goods arrive back safely. When the goods are received by us, we shall debit the amount paid less the £20.00 cancellation fee back onto the card you paid with. Upon receipt of return a refund will be processed within 7 days. All products returned will be inspected to ensure they are returned in brand new condition and re-saleable condition.

Please be aware that we will only issue a full refund for goods that have been received with a fault, or for situations where the wrong goods have been received. We will deduct a minimum of £9.95 from any refund for orders that are returned to us where you have changed your mind to cover the cost of delivering the original order.

Return address:

Rebo UK Ltd Returns Department: 38D Vanguard Way, Battlefield Enterprise Park, Shrewsbury, SY1 3TG

Faulty or damaged goods:

In the unusual event that you should receive goods from us that are damaged or defective, you must notify us within 24 hours at sales@playtimes.co.uk.  If a product arrives damaged or faulty, Rebo UK Ltd reserves the right to acquire photographic evidence before progressing to resolve the problem. Where deemed possible we will replace any faulty/damaged components rather than replacing the whole item. We will always ensure that the product received is suitable for use and of satisfactory condition, and will endeavour to solve any problem as efficiently as possible. Failure to supply photographic evidence by e-mail or post may invalidate your contract with Playtimes.co.uk.

Faults occurring under warranty:

Where a product appears to have a fault within its guarantee period, Rebo UK Ltd reserves the right to ask for photographic evidence. Failure to provide pictures will restrict warranty claims. Upon receipt of photographs your warranty claim will be dealt with as soon as possible, within a maximum of 7 days. Where possible we will replace any faulty components rather than the whole item.