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Playemporium Help - Returns

Returns and Refunds

Under The Consumer Protection (Distance Selling) Regulations 2000. You have the right to cancel an order without reason by the end of the seventh working day after the day on which you receive your goods. This does not apply to business to business transactions. The Buyer must obtain an RMA (Return Merchandise Authority) number from Playemporium. The RMA number will be valid for a period of fourteen days from the date of issue by Playemporium. Playemporium reserves the right to refuse delivery of Goods after this period. All returned goods must have the RMA number marked clearly on the package.

Playemporium reserves the right to refuse delivery of any Goods returned without an RMA number. All Goods are returned at the cost and the risk of the Buyer and we would advise that you use a recorded-delivery service for small items and an insured courier service for larger items. We will not refund any product which has been 'specifically ordered' for you unless faulty. This does not affect your statutory rights.

In the extremely unlikely event that not all items of your order are received by you, you must inform Playemporium within 48hrs receipt of the goods. Unfortunately we cannot accept claims after that time.

Your RMA No.

Should you wish to return a product please use your order number as the RMA or alternatively request a RMA via our contact page clearly stating your full details, invoice number and reasons for the return.

Goods Damaged in Transit

As internal damage cannot always be identified on delivery, the Customer must sign the drivers manifest as unchecked. Should any damage be identified on opening the package, Playemporium must be advised within 24 hours of the exact damage. It is imperative that the Customer does not dispose of any of the packaging, as this will be required to affect a claim against the carrier. The claim will be handled by Playemporium, and an arrangement will be made to collect the damaged goods and replacements will be sent.

We cannot accept any claims for damage if the above time scales are not followed.

Stock Shortages

It is the Customers responsibility to sign for the correct number of packages that are delivered, the Customer is required to check that the number of packages delivered equal the number of packages on the delivery drivers manifest/consignment note. Any shortages must be noted on the drivers manifest and it is the Customers responsibility to thereafter notify us within 24 hours of delivery.

Should the Customer be missing an item but has signed for the correct number of packages. The Customer must notify us within 24 hours of delivery. The Customer will be requested to provide us with a copy of the invoice as well. The matter will be investigated and the Customer will be informed of the decision.

Delivery of Incorrect Goods

It is the Customers responsibility to notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received i.e we may require the manufactures part codes and a full description of what has been received. Should there be any extenuating circumstances that has prohibited the the Customer to remain within the specified time frame, resolution will be by mutual decision.

Non-Delivery of Goods

We will not accept liability for goods lost in transit unless we are notified within 5 days from the expected delivery date. This will be the date advised on the Customers automated despatch note which is emailed to the Customer once the items have left our warehouse.

We shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported timescales. Except when extenuating circumstances have prevented notification within the reported timescale. The extenuating circumstances must be by mutual agreement.

Product Guarantees

All products supplied are covered by the terms and conditions of the Original Manufacturers Guarantee for a period of 12 months or longer if relevant, this is in addition to the consumer’s statutory rights. Please note that products that develop faults outside of our returns policy should be referred to the manufacturer directly providing the guarantee is still in force.

Cancellation of Orders

Orders cancelled after dispatch of the goods will be subject to credit only once the items are returned to us and receipted back into our Warehouse. If the items are accepted, opened and used the Distance Selling Regulations will apply. In all instances, goods must be returned as new, with no blemish, defect or parts missing, neither must the outer manufacturer packaging show any damage or be defaced in anyway. Should the items/packaging show any damage or be incomplete and defaced in any manner a 25% fee will apply, this will automatically be deducted from the credit issued.