Our Aim 

To bring sight, sound, touch and smell to all ages and abilities.

 

Customer Helpline

Freephone 01302 645 685

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Returns Policy

We want you to be happy with your purchase. If you are not, please return the product to us and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order. Please see below for products excluded from this policy.

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

  • If you are unhappy with your purchase, please let us know .This must be within 14 days of receiving your order.
  • If you wish to return an item, this needs to be confirmed in writing, including letter, fax or email.
  • Once informed of your wish to return an item, we will provide you with a Collection Number, which must be included with your returned item for us to process any replacement or refund effectively.
  • If you return your item and you'd like a refund, we'll refund the original debit, credit or charge card used to purchase.  Please allow 2 weeks from the collection or posting date for us to credit your account.
  • It is important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it is undamaged and unused. 
  • Enclose the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels.
  • Delivery charges for returning unwanted items will be assumed by you, unless you are returning an item because it is faulty, in which case we will refund any delivery charges you've paid. 
  • Items described as faulty will fall under one of these categories
    - does not match the description
    - is not of satisfactory quality
    - is not fit for purpose
  • See full terms and conditions here, and information on Distance Selling Regulations.


Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • made to order products such as furniture or made to measure items
  • Unsealed CDs, DVDs, tapes or other recording media

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 24 hours of the order being placed. We'll make this clear when you place your order.

This does not affect your statutory rights.


Buying furniture and outdoor toys

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, before you order large pieces of furniture or outdoor toys, to confirm that the product is the right size for your needs, and to enable us to deliver your order successfully.