Refund policy

Returns, Cancellation & Refund Policy (United Kingdom)

This policy explains your rights when buying from Growplay Monkey Bars UK online. It is written to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy limits your statutory rights.

1. Your right to cancel (14-day cooling-off period)

You may cancel your order for any reason — including a simple change of mind — at any time from placing the order until 14 days after the day you (or someone you nominate) receive the goods.

Where an order is delivered in multiple consignments, the 14 days run from the day you receive the last item of your order.

You do not need to give a reason, and we will not charge a cancellation fee for cancellations under this section.

2. How to cancel

To cancel, tell us in a clear statement before the 14-day period ends — email support.uk@growplaymonkeybars.com with your order number, or use the model cancellation form below. You only need to send your cancellation before the deadline expires; the goods themselves can follow.

3. Returning the goods

• You must send the goods back to us (or hand them to a carrier we arrange) within 14 days of telling us you are cancelling.
• You are responsible for the direct cost of returning the goods. Because our frames cannot be returned by normal post, return is by palletised freight, which we estimate at £70–£100 depending on your location and the product. We can arrange collection at your cost on request.
• Return address:
  C/o 3PLUK
  Bunker 153
  Argoed
  Kinnerley
  SY10 8DH

Please contact us before sending any return so we can book it in.

4. Your refund

• We will refund the full price of the goods plus our standard delivery charge (if you chose a more expensive delivery option, we refund only the cost of standard delivery).
• We will refund within 14 days of receiving the goods back, or (if earlier) within 14 days of you providing evidence that you have sent them. We may withhold the refund until we receive the goods or that evidence.
• Refunds are made to the original payment method.

5. Important — inspection vs. use: deductions for handling

You are entitled to open the packaging and inspect the goods to the same extent as you could in a shop. However, if the value of the goods is reduced because you have handled them beyond what is necessary to establish their nature, characteristics and functioning, we may deduct that reduction in value from your refund, up to the full price paid.

Assembling, installing, ground-anchoring or using a Growplay frame goes beyond inspecting it. An installed or used frame generally cannot be resold as new, so if you cancel after installation or use, the deduction may be up to 100% of the price. Please make your decision before you install.

6. Before you install — please check first

• Confirm all consignments have arrived and check every item against the delivery checklist.
• Inspect components and review the instructions.
• If you are unsure about your purchase, contact us before assembling anything — your right to a full refund is preserved while the goods are uninstalled and only inspected.

7. Exceptions to the right to cancel

The 14-day cancellation right does not apply to goods made to your specification or clearly personalised (for example, custom-built or custom-coloured frames made to order).

8. Returns outside the 14-day period (goodwill returns)

Outside your statutory rights, we may at our discretion accept change-of-mind returns for up to 30 days, provided the goods are unused, uninstalled and in their original packaging.

Goodwill returns are subject to a restocking fee (£75 for frames, £25 for accessories and parts) and the customer pays return freight. These fees never apply to cancellations under section 1 or to faulty goods.

9. Faulty, damaged or misdescribed goods

This section is separate from change of mind and no fees ever apply to it.

Under the Consumer Rights Act 2015, if the goods are faulty, damaged, misdescribed or not fit for purpose you may be entitled to:

• A full refund within 30 days of delivery (short-term right to reject); or
• After that, a repair or replacement, and if that fails, a price reduction or refund.

We cover the cost of returning faulty goods. Installation does not remove these rights where the goods themselves are defective.

Please report faults to support.uk@growplaymonkeybars.com with photos and your order number.

Our 10-year frame warranty and 12-month accessories warranty apply in addition to these rights.

10. Contact

Growplay Monkey Bars UK
Email: support.uk@growplaymonkeybars.com

Returns address:
C/o 3PLUK
Bunker 153
Argoed
Kinnerley
SY10 8DH

11. Model Cancellation Form

If you wish to cancel your order under your 14-day right to cancel, you may use the form below. You do not have to use this form — you can also cancel by emailing us at support.uk@growplaymonkeybars.com.

Download the Model Cancellation Form (PDF)

Complete and return this form only if you wish to cancel the contract.

To:
Growplay Monkey Bars UK
C/o 3PLUK
Bunker 153
Argoed
Kinnerley
SY10 8DH
Email: support.uk@growplaymonkeybars.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Goods: _______________________________________________

Ordered on: ____________________    /    Received on: ____________________

Order number: _________________________________________

Name of consumer(s): __________________________________

Address of consumer(s):
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________

Signature of consumer(s) (only if this form is notified on paper):
_______________________________________________________________

Date: ____________________

[*] Delete as appropriate.