Refund policy

Standard playmat and play couch delivery within Mainland UK is currently free!

You won't have to wait long for your order. In Mainland UK you should expect your item/s to be delivered within 2-3 working days from placing your order.  You will be emailed tracking information so you can keep informed and your playmat/play couch will need to be signed for.

Mainland UK is defined by the couriers used and may not include the northern parts of Scotland. We may need to get in touch if there are additional delivery costs to those areas.

Delivery outside of Courier Defined Mainland UK (Scottish Highlands, Northern Ireland, Jersey, Guernsey and Isle of Man)

Please e-mail us for a delivery surcharge quote before purchasing a playmat/play couch and the cost and delivery time can be determined.

Non Mainland UK Delivery Details

Playmats/play couches delivered to destinations outside of the mainland UK may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. 

The recipient of your order is responsible for all customs formalities for the import of the playmats/play couches, and may be required to pay any additional charges for delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside mainland UK.

The recipient of the playmats/play couches, not the person placing the order, will typically receive a separate request for payment of these charges when the goods arrive in the country of destination. If you are ordering playmats/play couches to be delivered to someone else, please ensure they’re aware that they’ll be responsible for these additional charges. 

Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes. We advise that you check any customs formalities and the import charges applicable in any Non-mainland UK Country before ordering to be delivered there.

If the recipient wishes to return the product, they must request a refund of the customs duties and/or tax directly with their local customs office and must present proof of return.

GB VAT for Jersey and Guernsey from 2021

Where you have requested delivery to a non-mainland UK address, the products and the delivery service will be zero-rated  i.e. not subject to UK VAT. However the price paid by you for the products and/or the delivery service will remain the same as shown on the website. As no VAT has been charged there is no tax to reclaim from us.

 

Returns

Playmats:

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it.  All returns must be unused and in their original condition (including all original, inner and outer protective packaging intact and as it arrived to you).  You’ll also need the receipt or proof of purchase.  You are responsible for arranging the return and all related costs.  The original shipping costs to you are not refunded.  All returns are subject to a restocking charge of £10 per playmat.

Please note that you must inform us of any imperfections on the playmat within 7 days of receiving it.

If you wish to return a playmat or if you have any questions about returns please contact us at sales@plushplaymats.uk

Play Couch:

We have a 30 day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your Plush Play Couch must be in the same condition that you received it, and in its original packaging. Unfortunately we are not able to process refunds if your Plush Play Couch has been opened/unboxed.

To start a return or exchange, you can contact us at sales@plushplaymats.uk

If your return is accepted, we’ll send you instructions on how and where to send your package to complete the return. Shipping costs for returns - both original and return - are borne by the buyer and will be arranged by the buyer.

Please allow 3-5 business days after your return has been received back at our warehouse for it to be processed and your refund issued.

Our Delivery & Returns Policy forms part of our Terms and Conditions accepted at purchase. 

Product Damage, Faults and Warranty Exclusions

We take great care to ensure that all Plush Playmats products, including playmats and play couches, are thoroughly inspected before dispatch and arrive in excellent condition.

If you believe your product has arrived damaged or faulty, please contact us as soon as possible and provide photographs of the issue so that we can investigate.

We may request photographs and additional information to assist with the assessment of any claim.

Manufacturing Faults

If a product develops a genuine manufacturing fault, please contact us as soon as the issue is identified. We will assess the issue and, where appropriate, offer a repair, replacement or refund in accordance with your statutory rights.

Damage Not Covered

Damage occurring after delivery is not considered a manufacturing fault and is not covered by our warranty, returns or replacement policy.

The following are not considered manufacturing defects and are therefore not eligible for a refund, replacement or repair:

• Cuts, tears, punctures, splits, scratches, staining or other damage caused by sharp objects, furniture, pet claws, toys, jewellery, zips, rough surfaces or other external forces.

• Accidental damage occurring after delivery.

• Damage resulting from misuse, improper use, improper storage, incorrect cleaning methods or failure to follow care instructions.

• Damage caused by use outdoors on rough, abrasive or uneven surfaces.

• Cosmetic wear and tear resulting from normal use, including minor creasing, compression of foam through normal use, or fabric wear over time.

• Damage caused by modifications, repairs or alterations carried out by anyone other than Plush Playmats.

Assessment of Claims

Plush Playmats reserves the right to assess all claims and determine, acting reasonably, whether an issue is the result of a manufacturing defect or damage occurring after delivery.

Where photographs or other evidence indicate that damage has been caused by an external force, puncture, cut, tear, misuse, accidental damage or normal wear and tear, a refund, replacement or repair will not be offered.

Product Care and Safety

To help prevent damage, products should be kept away from sharp or pointed objects and should not be used on rough or abrasive surfaces.

Customers should inspect their products regularly and discontinue use if any damage occurs that may affect safety.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.