Refund policy

At Growplay Monkey Bars, we want you to be completely satisfied with your purchase. We understand that circumstances may change, and we are here to assist you with any returns or refunds. Please review our policy below for more information.

Change of Mind Returns

Orders that Have Not Been Dispatched from the Warehouse
If the customer has made payment, and their order has not been dispatched, they may cancel their order for any reason and are entitled to a refund of the order amount to their nominated bank account (excluding credit card surcharges). The customer will incur a non-refundable cancellation fee of 10% of the total order value.

Orders that Have Been Dispatched from the Warehouse
If the customer has made payment, and their order has been dispatched – but not yet delivered by the designated courier – they may cancel their order for any reason and are entitled to a refund of the order amount to their nominated bank account (excluding credit card surcharges). The refund will be subject to the following:

• A 10% non-refundable cancellation fee.
• A non-refundable restocking fee.
• The customer must also cover any return freight fees.

Order Returns
The customer may return their received order if they have changed their mind on the purchase. They are entitled to a refund of the order amount to their nominated bank account within 14 days of receiving their order, provided that the product packaging is unopened. The refund is subject to the following:

• A 10% non-refundable cancellation fee.
• A non-refundable restocking fee.
• The customer must also cover any return freight fees.

Fees
Cancellation Fees:

• 10% of the total order value.
  

Restocking Fees:

• £25 for orders of accessories or replacement parts.
• £75 for orders of full climbing and monkey bar frames.
  
  Note: All fees are listed in GBP (£). Credit card surcharges are non-refundable in all scenarios.

Additional Notes

• Faulty or defective products are covered by the Growplay Warranty policy, not this Order Returns policy.
• The cancellation fee is separate from the restocking fee, and both fees will apply where relevant.
• Return freight fees will be communicated to the customer before the return is processed.
  

Faulty or Missing Parts

We take pride in the quality of our products, and in the rare event that any parts are missing or faulty, we will replace them promptly. Simply notify us by email at info@growplaymonkeybars.com, and we will arrange for the necessary replacements to be sent to you right away.

Conditions for Returns

To ensure a smooth return process, please note the following conditions:

1. The product must be unopened and in its original packaging.
2. The product should not have been used or exposed to the elements.
3. The product must be in re-sellable condition.

Please be aware that deductions or partial refunds may be applicable based on the condition of the returned item. This includes, but is not limited to, situations where:

a) The product has been unopened and unpackaged.
b) The product packaging has been discarded by the customer.
c) The product has been used or exposed to the elements.
d) The product is not in re-sellable condition.

If you have any further questions or require assistance, please do not hesitate to contact our customer support team at info@growplaymonkeybars.com.