Refund policy

Last updated: 01/11/2026

We want you to love your order. If you don’t, this policy explains your options. It doesn’t affect your legal rights as a consumer.

Cancelling before your order is delivered

You can cancel your order at any time before it’s delivered. Email info@childrenssoftplay.co.uk with your name and order number.

  • If your order hasn’t been dispatched, we’ll cancel it and refund you in full.
  • If it’s already on its way, you can still cancel. Just follow the returns process below once it arrives. You can also refuse delivery, but please let us know so we can track it back.

Made-to-order items: if you’ve ordered something made to your own specification, such as a custom size, colour or personalised product, we can only cancel before production starts. We’ll confirm if your item falls into this category before you order.

Changed your mind? 30-day returns

You have 30 days from the day you receive your order to tell us you want to return it. You don’t need to give a reason.

  1. Tell us. Email info@childrenssoftplay.co.uk with your order number and the items you’re returning. We’ll reply within 24 hours with our UK returns address.
  2. Send it back. Please return items within 14 days of telling us. Send them to the address we give you, not to the manufacturer or supplier.
  3. Return costs. You pay the cost of sending items back. We recommend a tracked service, as we can’t refund items that don’t reach us. Large items can be expensive to return, so feel free to ask us for advice first.
  4. Condition. Items should be unused and well packaged, ideally in their original packaging. You can unpack and check an item as you would in a shop. If an item has been used or damaged beyond that, we may reduce your refund to reflect the loss in value.

If you refuse delivery or give an incorrect address: we’ll refund the item once it’s returned to us. We may deduct the cost of having it sent back to us.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as described, please contact us as soon as possible, with photos if you can. Your rights under the Consumer Rights Act 2015 apply:

  • Within 30 days of delivery: you’re entitled to a full refund.
  • After 30 days: we’ll offer a repair or replacement. If that isn’t possible, or doesn’t fix the problem, you’re entitled to a refund. In some cases the refund may be reduced to reflect the use you’ve had.
  • We cover reasonable return costs for faulty or incorrect items, and we’ll arrange collection where needed.

These rights apply beyond our 30-day returns window.

Your refund

  • We’ll email you when we receive your return.
  • We’ll refund the price of the items plus the original standard delivery charge, if you paid one. If you chose a more expensive delivery option, we only refund the cost of standard delivery.
  • Refunds go back to your original payment method within 14 days of us receiving the items, or of you sending us proof that you’ve posted them, whichever comes first.
  • Your bank may take a few extra working days to show the refund. If you still can’t see it after that, contact your bank or card provider first, then email us at info@childrenssoftplay.co.uk.

Contact us

Email: info@childrenssoftplay.co.uk