Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

Please return your item with all parts and accessories. Use the original packaging or packaging that provides equivalent protection. You may inspect the item as you would in a shop; handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for loss in value. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@olliesplayhub.co.uk. Please note that returns will need to be sent to the following address: Unit 101F, The Argent Centre, 60 Frederick Street, Jewellery Quarter, Birmingham, B1 3HS

Please contact us before posting your return so we can provide return instructions. For a change-of-mind return, you are responsible for arranging and paying for return postage. A prepaid return label is not automatically provided. This does not affect your statutory cancellation rights.

You can always contact us for any return question at info@olliesplayhub.co.uk.

Return postage and larger items

For change-of-mind returns, you pay the actual return shipping cost charged by your chosen carrier. Costs depend on the packed dimensions, weight, number of parcels, collection location and service selected. We recommend a tracked service and keeping your proof of postage.

For larger or heavier toys, including play kitchens and tool benches, please contact us before sending the item so we can help confirm suitable packaging and return arrangements. You may choose a suitable carrier. We do not charge an additional large-item return fee or a return handling fee.

If we help arrange return shipping, we will confirm the actual transport cost with you and obtain your agreement before booking. We charge only the direct transport cost. Any deduction of an agreed return shipping cost from your refund will be explained and agreed with you in advance.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item is faulty, damaged on arrival or incorrect, we will cover reasonable return shipping costs. Please contact us so we can agree a suitable return method.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Sale items have the same statutory return rights as full-price items. Gift cards are not exchangeable for cash except where required by law; any applicable statutory cancellation rights are unaffected.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

UK online orders: 14-day right to cancel

We currently sell and deliver only within the United Kingdom. For eligible online purchases, you may cancel without giving a reason by notifying us at info@olliesplayhub.co.uk within 14 days after the day you receive your goods. You then have a further 14 days from notifying us to send the goods back.

Please return all parts and accessories in the original packaging or packaging that provides equivalent protection. You may inspect goods as you would in a shop. We may deduct any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. The return postage arrangements above apply.

This right is subject to statutory exceptions, including goods made to your specifications or clearly personalised. Sale items have the same statutory rights as full-price items. Nothing in this policy limits your statutory rights, including rights relating to faulty, damaged or misdescribed goods.

Refunds

For a statutory cancellation, we will refund you without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If the goods have not been dispatched, we will refund you within 14 days of being informed of your cancellation. Refunds will be made using your original payment method unless you expressly agree otherwise, without a refund fee.

If you cancel your entire order, we will also refund the cost of our least expensive standard delivery option. Any extra charge for an upgraded delivery service is not refundable. Any lawful deduction for diminished value or an agreed return transport cost will be explained to you. Your bank or payment provider may need additional time to display the refund. Please contact info@olliesplayhub.co.uk if your refund has not arrived after the applicable period.