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OutsidePlay – Knowledge Base

Returns & Collections

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My product has arrived damaged, how do I return it?

All of our products are checked before they leave the warehouse. However, on occasion it is possible that they can get damaged whilst on their way to you. This is why we advise that you open and check your parcel within 48 hours of receiving delivery. If your parcel does arrive damaged or missing parts, you can contact us at [email protected] and once we have established the cause of damage we can make arrangements for recollection and to help get you a new product as soon as possible.

Important! – If you are not happy with the product and you feel the item is missing parts or damaged contact us straight away!!!!

We expect to have heard from you within 48 hours!!!

My product is damaged but still usable what happens now?

If your product has arrived damaged but is still usable then take a photograph of the damage and include your order number to [email protected] This MUST be done within 48 hours of receiving your item. Once we have assessed the damage , providing the damage was caused from our end we will offer a partial refund,

Do I have to pay postage when returning my item?

This really depends on the situation. if the reason for returning the item is due to a mistake of ours for example you’ve received the wrong item then of course we will arrange all postage and re-deliveries. However if the return is due to a mistake on your part then unfortunately you will have to cover any costs

How Do I Arrange A Collection?


Who Can I Use To Return The Item To You

It all depends on the size of the item

For certain products we are able to arrange collection from you at your cost, as an alternative to you returning the goods yourself- please contact us for details. Goods must not be returned to our premises- we will always inform you of the correct address to send to if you are organising the return yourself.

In certain instances, a collection can be arranged and the cost of collection will be deducted from the refund amount as stated in above scale of charges.- please contact us by email at [email protected] , quoting your sales order number should you wish for us to arrange the collection or call our offices on 01630 350050. Please note that goods can only be collected between 9am and 5pm Monday to Friday, and no timed slots are available from the couriers. Goods must not be returned to our premises- please check the correct address to return to if you are organising the return yourself. We recommend using Royal Mail First Class with certificate of posting, which covers goods up to the value of £55.

For heavier larger items we recommend

In all instances of returning items please photograph the item before you send it and the packaging so we can verify we receive it in the condition you send it, send it tracked and insured to it full value.

Collection Charges

If you ask us to collect the item, we will deduct from any refund

Small item Upto 12KG – £8.95

Medium Item 12.1kg-30kg – £14.95

Large Item 30kg+ Pallet Service – Collection price is based on Postcode

Typically around £48.95 within a 100 mile radius of TF9 2DB over 100 mile can be up to £90.00 to the Highlands and Ireland. Any channel Island Collections are charged at £149.00 

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