Returns and our Money Back Guarantee

Freetime Direct will accept the return of any item to us within 14 days of the day of delivery for any reason, provided the item is new and unused, and in its original packing (i.e. It is in resalable condition). Please contact us at help@freetimedirect.co.uk before returning any items. In the case that there is no fault with the product then Freetime Direct can arrange for the return of the item to the manufacturer. The customer will be liable for all return and delivery costs incurred during the transaction. In the case that delivery is subsidised within the advertised price the customer will still be liable for the actual costs of the return deliveries and other associated costs. This is as per the EU Distance Selling Regulations. 

Important: Almost all delivery charges for large items and products that require a 2 person lift delivery are subsidised by Freetime to some extent when your purchase a product from us. The actual minimum cost including VAT to deliver one of these large items is £30. The customer will be responsible for the return delivery cost which will usually be that amount again. These charges are made to the customer at cost price and only to cover actual expenses incurred by Freetime Direct. Please make sure you are happy with you choice before ordering and always feel free to call us if you require help and advice when selecting.

It will be the responsibility of the customer to ensure that any product being returned is stored safely and in its original packaging until it is collected for return to the relevant address.

On receipt of the item it will be quality checked. Freetime Direct will then process a full refund minus the return delivery costs as stated above onto the card or into the account used to make the purchase. The customer will usually receive their funds within 14 days after receipt of the returned item.

Delivery Time Scales

All delivery time scales displayed on the website are accurate but not guaranteed. We meet our delivery timescales in over 99% of instances, however on occasion there are factors beyond our control that can cause delays.

Warranty

All of our products are covered by a manufacturers warranty. This warranty will be a minimum of 12 months in length and will cover faulty parts or craftsmanship. Many products ship with an extended warranty. General wear and tear, or misuse are not covered by any of our manufacturers warranties. The terms and length of this warranty may vary depending on the product you are purchasing. Warranty information for each specific product will be found on the individual product page and also in the order confirmation email that you will receive after purchasing.

Damaged or Faulty Item Returns

In the event that you receive a damaged or faulty item, and this becomes apparent within the period of warranty as advertised at the time of purchase, Freetime Direct requires photographic evidence of the fault in order to ascertain how, why and when the damage has occurred. Please send these photographs along with a description of the damage to help@freetimedirect.co.uk. If the item is in warranty and the damage is deemed to be legitimately covered by this warranty then Freetime Direct will endeavour to process a replacement or product exchange as soon as possible. This may take up to 30 days and Freetime Direct is not liable for any losses caused by any delays during this process. Please note that refunds are not available on damaged or faulty items after the 14 day period (detailed above) has elapsed.

Courier Damage

It is extremely important that the customer checks both the packaging and if possible the product itself before signing for its receipt. By signing for receipt of delivery the customer is legally accepting delivery of the item in good condition and taking reponsibilty for it. Once this is done there is no recourse in the event of courier or transit damage. If damage is discovered the item should either be rejected or signed for as "damaged". This will allow us to claim for damages with our courier insurance and if neccesary arrange for the despatch of a replacement. The customer must notify us within 48hrs by phone or email of any physical damage discovered on the product or if they have rejected the item because of physical damage.

Please contact us before acting on any problems, as this may void your warranty.