Refund policy

Last updated: [04/12/2025]

Welcome to Connected Play Ltd. These Terms and Conditions outline how we handle shipping, delivery, returns, and refunds for all orders placed through our website.

1. Shipping Policy

1.1 Order Processing Time

  • Orders are typically processed within 1–3 business days.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • During busy periods, processing may take longer—but we will always work to dispatch your order as quickly as possible.

1.2 Shipping Methods & Delivery Times

We offer several delivery options depending on your location:

  • Standard UK Delivery: Usually delivered within 2–5 business days after dispatch.
  • Express UK Delivery: Usually delivered within 1–2 business days after dispatch.
  • International Shipping: Delivery times vary by country; estimated delivery windows will be shown at checkout.

Please note that delivery times are estimates provided by our shipping partners and may be affected by weather, customs delays, or other unforeseen circumstances.

1.3 Shipping Costs

  • Shipping costs are calculated at checkout based on weight, size, and destination of your order.
  • Free shipping promotions, when applicable, will be clearly advertised on our website.

1.4 Order Tracking

Once your order has been dispatched, you will receive an email with a tracking number (if applicable). Tracking updates may take up to 24 hours to appear.

1.5 Incorrect or Incomplete Addresses

Please ensure your address details are accurate at checkout. Connected Play Ltd. is not responsible for delays or lost parcels resulting from incorrect or incomplete shipping information.

2. Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

2.1 Eligibility for Returns

  • Items may be returned within 30 days of delivery.
  • Returned items must be unused, in their original packaging, and in resellable condition.
  • Proof of purchase (order number or receipt) is required.

2.2 Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns for:

  • Opened kits where pieces are missing
  • Items damaged due to misuse
  • Sale or clearance items (unless faulty)

2.3 Faulty or Damaged Items

If your product arrives damaged or faulty:

  • Please contact us within 7 days of receiving the item.
  • We may request photos or additional details to help resolve the issue.
  • We will offer a replacement, repair, or full refund depending on the circumstances.

2.4 Return Shipping Costs

  • Customers are responsible for return postage costs unless the item is faulty or sent in error.
  • We recommend using a tracked postage service, as we cannot refund items lost in transit.

2.5 Refund Processing

  • Refunds will be issued to the original payment method.
  • Please allow 5–10 business days for the refund to appear after we approve and process your return.

3. Order Cancellations

You may cancel your order before it has been dispatched.
If your order has already shipped, you may return it once it arrives (see Returns Policy above).

4. Contact Us

If you have any questions about shipping or returns, please reach out:

Connected Play Ltd.
Email: james@connectedplayltd.co.uk
Phone: 07715528406
Address: Connected Play Ltd, Unit C1 Lower Nup End Business Centre, Knebworth, SG3 6QJ