Refund & Returns Policy
Our Returns and Refund Policy cover all purchases with Outsideplay
Thank you for your purchase. We hope you are happy with your product. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund or an exchange. Please see below for more information on our return policy.
email: outsideplaystore@gmail.com (This will not be accepted by telephone).
RETURNS WITHIN 14 DAYS
All returns must be postmarked within fourteen (14) days of the purchase date this is classed as your cooling off period. All returned items must be in new unopened in unused condition, with all original tags and labels attached and in its original packaging and pallet if it was dispatched on a pallet and returned in retail saleable condition. Please note, you will be responsible for all returns and shipping charges.
EXCHANGES
You May send items back for an exchange within the 14 day cooling-off period provided it is returned to us with all original tags and labels attached and in its original packaging returned in retail saleable condition. Please note, you will be responsible for all returns and shipping charges.
CHANGE OF MIND
You may send items back if you have changed your mind within the 14 day cooling-off period provided it is returned to us with all original tags and labels attached and in its original packaging returned in retail saleable condition. You may also refuse the delivery if you change your mind before it arrives. Please note, you will be responsible for all returns and shipping charges.
FAULTY ITEMS
If your item develops a fault:-
Within 14 Days
All goods sold offer a 6 months Parts Replacement warranty if the item has a manufacturing default. We ask you send us the faulty part back and we will inspect the part for a manufacturing fault within 72 working hours and once agreed it is manufacturers faulty we will send a replacement part out. In all occasions you will be expected to remove and fit the parts yourself.
You can send the item back for exchange or refund as per the 14 day cooling off period. However on return the item will be inspected and tested by an in house technician if the item is returned back to us and the item is not a manufacturing defect then you may be charged as per the exceptions below. If the item is found to be manufactures faulty we will refund you within 14 days of us receiving the return back.
Any Refunds will be sent back to the same payment method as we received. ie. if you paid debit card the refund will be made back to the same card. If you paid PayPal it will be be refunded back to the paypal account.
Please email outsideplaystore@gmail.com with a photograph of the problem part and request an RMA number to return the faulty part to us for replacement.
If no manufacturing fault is found you will be charged a fair usage fee as per Exceptions below.
Please see Exceptions below for Mechanical items such as Quad Bikes, Go Karts, Ride On Toys.
Within 30 Days
All goods sold offer a 6 months Parts Replacement warranty if the item has a manufacturing default. We ask you send us the faulty part back and we will inspect the part for a manufacturing fault within 72 working hours and once agreed it is manufacturers faulty we will send a replacement part out. In all occasions you will be expected to remove and fit the parts yourself.
You can send the item back for Repair or Replacement . However on return the item will be inspected and tested by an in house technician if the item is returned back to us and the item is not a manufacturing defect then you may be charged as per the exceptions below. If the item is found to be manufactures faulty we will refund you within 14 days of us receiving the return back.
Any Refunds will be sent back to the same payment method as we received. ie. if you paid debit card the refund will be made back to the same card. If you paid paypal it will be refunded back to the PayPal account.
Please email outsideplaystore@gmail.com with a photograph of the problem part and request an RMA number to return the faulty part to us for replacement.
If no manufacturing fault is found you will be charged a fair usage fee as per the Exceptions below.
Please see Exceptions below for Mechanical items such as Quad Bikes, Go Karts, Ride On Toys.
Between 31 Days and 6 Months
All goods sold offer a 6 months Parts Replacement warranty if the item has a manufacturing default.
After 30 days we assume the item has been used and was working and received in good condition as no claim was made within 30 days
Please email outsideplaystore@gmail.com with a photograph of the problem part and request an RMA number to return the faulty part to us for replacement. We ask you to send us the faulty part back and we will inspect the part for a manufacturing fault within 72 working hours and once agreed it is manufacturers faulty we will send a replacement part out.
Please see Exceptions below for Mechanical items such as Quad Bikes, Go Karts, Ride On Toys.
No Refunds will be made once you have had the product for 30 days we only offer a manufacturers parts replacement service. On all occasions, you will be expected to remove and fit the parts yourself.
6 Months Plus
All goods sold offer a 6 months Parts Replacement warranty if the item has a manufacturing default, therefore after this time, replacement parts will be chargeable.
If you require us to assist you in diagnosing an issue or wish for us to service/repair the item for you, please contact us directly with your request to outsideplaystore@gmail.com
Please note that you will be responsible for all shipping costs.
If you require assistance with arranging a courier, we can do this for you, however we will not be held responsible for your item in transit being lost or damaged.
MISSING ITEMS/DAMAGED ON ARRIVAL
Any Missing items /Damaged Goods Must be Notified to us by email within 48 Hours
email: outsideplaystore@gmail.com
After 48 hours we will not accept any claims for damage in transit and it will be accepted that the goods arrived to you in good condition.
Once damage has been reported to us within the mentioned time frame we will liaise with the customer to arrange to get the item collected and replaced or refunded on return back to us.
After 14 days or if you continue to assemble or use the item, then we deem that this arrived to you in good condition, therefore we will not accept any claims for damage on arrival.
All items damaged on arrival, must be returned unassembled in new unused condition in all original packaging.
Once the item has been returned, it will be inspected and we will arrange for a replacement or a refund to be processed back to your method of payment.
WRONG PRODUCT RECEIVED
We’re only human and sometimes we make mistakes – if we’ve made a mistake please email us at outsideplaystore@gmail.com and we will rectify the situation and send out the correct item within 48 hours. Once the incorrect item is received back with us, we will then dispatch the correct item. The sooner you can contact us the sooner we can start to rectify our mistake.
ITEM NEVER ARRIVED
We send you a tracking number at the stage of dispatch to the email address you registered when ordering. We use an economy delivery service which can take up to 3 working days, however in peak times such as Christmas and during lockdown this can extend to 5 working days.
If the item has not arrived after 5 working days or your tracking says it is lost please contact the courier with your tracking number, once you have done this please contact us by email outsideplaystore@gmail.com or call +441630 350050 and we will liaise with the courier to see if it is lost and will send a replacement after the item has not been delivered after 7 working days of dispatch. You can at this point also request the item be refunded.
PIT BIKE BUILD | WARRANTY
Your bike has been supplied in a crate. This is NOT the same as buying a bike fully PDI’d (Pre Delivery Inspection) bike from a dealer. It is entirely your responsibility to ensure a qualified motorcycle mechanic puts your bike together correctly. Failure to do so will invalidate the warranty supplied with your bike.
GENERAL EXCLUSIONS TO RETURN | WARRANTY
- Wear and tear
- Damage caused by impact, fire, theft, attempted theft, accidental or malicious damage, vandalism, acts of war or terrorism, corrosion, water contamination or ingress, frost, flooding or other adverse weather conditions
- Improper usage, storage or handling of the product
- If the item is damaged due to alterations or modifications which have been made or repairs performed by an unauthorized engineer.
- If the item has been personalised by yourself without consulting us.
- Any repairs performed without consulting us first to do so.
- A breach of the terms and conditions of this warranty or the contract terms
- Our products are aimed at the domestic market and are not made for commercial use. If links are found to a company that hires equipment, or use of any commercial use, we would be unable to cover the warranty on all products owned by the customer.
- Failure to follow our written instructions for the product or those of the manufacturer
- Damage or defect due to willful neglect or negligence by anyone other than us
- Loss of quality, degradation of performance or actual damage that results from the use of spare parts or other replaceable items (such as consumables) that are neither made nor recommended by the manufacturer
- Modification to the product and/or software, by someone other than our representatives
- Connection of other fittings, accessories, equipment or software to the product which was not approved by us
- External causes out of our control which may include accidents, fire disasters or burglaries
- Faults caused by shock or fall, sand, dust, dirt, dampness or corrosion, leaky batteries, repair or cleaning by unauthorised personnel
- Any malfunctions or specific requirements of any other item of hardware or software which you added to the product that was not included in the contract
- Loss or damage of data
- Incorrect assembly
CANCELLING AN ORDER AFTER ORDERING
Our couriers collect from our warehouse around 2 pm every working day. If your order has left the building and you have received a tracking number and dispatch email you will need to wait for the item to arrive and then follow the returns procedure as above for Change Of Mind. Once the item has left us and is in the hands of the courier system it’s like trying to stop a letter once you’ve posted it in the post box.
If we do manage to stop your order whilst in transit then the courier costs will be chargeable and will be deducted from your refund.
If we have sent you tracking information of your order and the delivery has failed due to the customer declining to accept or is not present to receive and the driver deems there not to be a safe place to leave it, then we have the right to levy a failed delivery charge equivalent to a standard delivery charge. Therefore you will be refunded minus round trip costs . Failing to input correct contact/delivery details on an order causing a failed delivery and return to sender will be refunded minus round trip costs.
If we have not dispatched your item please call us straight away and we will stop it from being collected and issue a refund the same day. as per the refunds section below.
RETURN PROCESS
To return an item, please email customer service at outsideplaystore@gmail.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging, and send your return to the following address:
Outside Play
Attn: Returns
RMA # to be requested
Hanger 1
Stoke Manor,
Shropshire
TF9 2DU
United Kingdom
To avoid damage during the return process, disassemble the product completely and secure packaging. We are not responsible for any damage that occurs during the return freight.
We strongly recommend that you use a trackable method to mail your return. If you require a courier for return we recommend parcelmonkey.co.uk or parcel2go.
Please remember the product remains yours until successfully received and signed for by a member of our warehouse.
Once your return is received and inspected, we will send you an email to notify you that we have received your return and will also notify you of the approval or rejection of your refund.
HELP WITH COLLECTION
If you ask us to collect the item, we will deduct it from any refund
Small-item Up to 12KG – £8.95
Medium Item 12.1kg-20kg – £19.95
We are unable to collect any parcels weighing over 20kg unless they are on a pallet.
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.
All products must be in their original packaging. If your item arrived on a pallet you will need to retain the pallet to enable the courier to collect it. Couriers will not accept items not suitably boxed and for larger items on a pallet.
If you have dis-guarded the packaging that was supplied with the item, you will need to source appropriate packaging. If your item was delivered with a pallet is it your responsibility to obtain a pallet for return.
If you have requested for us to collect the item and this has been arranged for you and confirmed and the collection has failed due to the item not ready, not packaged correctly or no answer from the property on the agreed date then you will be required to arrange your own courier return as we will not attempt again and you will be refunded minus any failed collection costs.
FLAMMABLES – FUELS
Quad Bikes and Petrol products must under NO Circumstances be sent back through the network with fuel in the tank or carb and can lead to an fine of up to £249 for sending flammable/hazardous goods through the network if it gets detected this fine will be passed onto the customer and the couriers are within there rights to dispose of and destroy the product of which we will not take any liability.
REFUNDS
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least fourteen (14) working days from the receipt of your item to process your return or exchange. A Paypal refund will hit your account instantly after processing. Credit and Debit cards take your bank 5-10 working days to process, this is not a process we have any control over and is controlled by your card issuer.
All Items Returned Please Note
- Upto A 20% restocking fee will be charged for returns where the return comes back and is in new saleable condition
- Upto 50% Usage fee will be charged on the value of the product where it is returned used and not faulty or covered by warranty.
- All Returns Must Include All Original Accessories and Original Packaging
Please note that if you purchased a build service and the item has been returned due to change of mind and is not manufacture faulty, the cost of the build service will not be refunded as this service has been provided.
EXCEPTIONS
Inflatable Pool Products – Inflatable products are not covered under any manufactures warranty.
Pool & Ground Covers – are not covered under any manufactures warranty. (3 months if with pool set only)
Rusty Pool Frame – A rusty pool frame is normally caused when the pools have become scratched and the rust resistant coating has worn, therefore is not a manufacturing fault and will not be covered under warranty.
Bestway & Intex Pools – are aimed at the domestic market and our products are not made for commercial use. Any commercial use invalidates the warranty.
Ride-On Toys Moulded Plastics – Marks and imperfections on Plastic Injected Moulded items
All ride-on cars, quads and motorbikes have fabricated bodies; therefore Unfortunately items made from moulded plastic may have slight mould irregularities such as small dents in the plastic or scratches, so you may see imperfections and blemishes on the body & windscreen. These are an unavoidable side effect of the manufacturing process
It is important to note that we are not unique to this as the issue happens in quite a few industries where plastic is fabricated this way. These irregularities are purely cosmetic and do not affect the operation of the toy and as such are not considered a warranty issue.
Ride On Toys – All ride on’s are designed to be only used on on flat ground such as tarmac, concrete or short dry grass. You should avoid using them on uneven ground, long grass, sand, mud, wet ground or inclines as this put pressure on the axles and motors and will most likely fail.
If your ride on has sustained damage due to misuse, it will not be covered under warranty and replacement parts will be chargeable.
Quad Bikes and Dirt Bikes
All motorbikes and quad-bikes are dangerous. Please wear safety equipment at all times when using bikes or similar machines. The use of any powered vehicle could involve the risk of injury or death. Please use these products in a responsible manner.
The products that we supply are technical & mechanical products, which require mechanical knowledge and skill to use and maintain. You should not purchase this product unless you have a good understanding of how to use and maintain mechanical products.
None of the bikes we provide are ‘road legal’ and is not for use on the public highway. These bikes are intended to be enjoyed on private property. The use of these bikes on a public highway could result in criminal proceedings.
Due to the nature of these items being used off-road. For example, if you use your machine in mud/sand, then the salt will cause corrosion and metals including bearings, frames can become rusty and fail, which may mean you need to replace them. These will not be covered under warranty but classed as a general wear and tear item. We, therefore, recommend you clean your machine after every use (but do not use a power/jet washer) which may cause debris and water to enter switched or electrical circuit.
If your quad/bike has been supplied in a crate. This is NOT the same as buying a bike fully PDI’d (Pre Delivery Inspection) bike from a dealer. It is entirely your responsibility to ensure a qualified motorcycle mechanic puts your bike together correctly. Failure to do so will invalidate the warranty supplied with your bike.
The following parts are not covered by any warranty:
– Chains & Belts
– Batteries (Batteries are considered as a consumable item and also require regular maintenance in order to ensure good battery health) covered for first 30 days from purchase only.
– Fairings/ decals/Stickers/bodywork (48 hours after delivery- Photos required) these are classed as cosmetic parts and are not considered as essential for the operation of the Ride-on, quad or bike.
With all ride on car’s we offer a free complementary number plate sticker. Please ensure this is added to basket prior to checkout. If the order is placed without the complementary sticker added, has been misspelt on order or damaged then any after sales requests for one will be chargeable at £3.95 each. Please be aware that all complementary number plate stickers are supplied in a standard size (14 x 4 cm) and may not be a true fit on the ride on purchased.
– Pull Starts or Inner Cogs
– Clutches, Bearings or springs
– Welding and frames
_ Steering wheels (The steering wheel is often used to lift the Ride-on, an action they are not designed for and we strongly advise against this. We class damaged or broken steering wheels as normal wear and tear and as such they are not covered by the Warranty)
– Seats & Covers
– Brake(s) or Callipers;
– Exhaust Pipes;
– Tyres, Wheels, valves and Inner Tubes;
– Spark Plugs;
Any other parts of a similar wear and tear nature to those listed above and any part that has been damaged as a result of accident damage or lack of maintenance.
- Improper usage, storage or handling of the product
- If the item is damaged due to alterations or modifications which have been made or repairs performed by an unauthorized engineer.
- If the item has been personalised by yourself without consulting us.
If within any warranty period your machine develops a fault, you must contact us and we will:
Advise how to best rectify the problem and dispatch parts, without charge, during the first 7 days, providing the parts required are under warranty. Please note customers will be expected to fit parts themselves, guidance will be available on technical issues.
This product should not be used on public roads, and should not be used by minors under 14. It requires a small amount of assembly. Instruction and a basic tool set will be provided, but a competent experienced ATV mechanic must carry this out. It will also require constant maintenance to ensure it is in safe working order. All bolts, nuts, cables, fixings, wheels, tyres, chain, sprockets etc MUST be checked before EACH ride to ensure that it is SAFE to Ride!
QUESTIONS If you have any questions concerning our return policy, please contact us at outsideplaystore@gmail.com
