Returns Policy

We sell a range of items directly from our website, including Toy spare parts, Garden Furniture replacement parts and our collection of Toys. This returns policy only applies to these products.

Toys

  • All toys include a 28 day money back guarantee. If you wish to return your toy, you must return it to us in its original packaging, in an unused and resalable condition.
  • All returns made under the 28 day money back guarantee must be at your own expense (recorded delivery recommended).
  • If we find the item to be used or not resalable or outside of the timescales we will return to you at your cost.
  • We will refund you (minus 15% to cover outward postage costs and administration) via the same payment method within 14 working days of receiving the item back. This does not affect your statutory rights.
  • To return an item, please email the after sales team at sales@kettlerdirect.co.uk. Include a copy of your invoice. We will send an authorisation code for returning the item.
  • Any returns must include a copy of your invoice.

Spare Parts

  • If you wish to return your spare part, you must return it to us at your own expense (recorded delivery recommended) in an unused and resalable condition within 28 days.
  • Please return all spare parts in the original packaging with the correct labels.
  • Include a copy of your invoice so we know who has returned it.
  • If we find the item to be used or not resalable or outside of the timescales, we will return to you at your cost. We will refund you (minus 15% to cover outward postage costs and administration) via the same payment method within 14 working days of receiving the item back. This does not affect your statutory rights.
  • Once your order has been placed, there is no facility to cancel your order. You will have to wait for delivery and then return following the guidelines above.

Faulty Products

  • Garden Furniture faulty claim – please fill out our warranty claim form or call our aftersales department on 01527 591901.
  • Toys, Fitness product or Table Tennis table faulty returns – please email your details and details of the fault to sales@kettlerdirect.co.uk or call 01527 588981.
  • This website does not offer the facility to order spare parts free of charge against your warranty.
  • Spare parts ordered will not be refunded if you later decide they should have been made against a warranty claim.

Christmas Gifts

  • We extend our 28 day money back guarantee by two weeks for any toys bought in December to account for the Christmas period. Any toys bought before December will still have a 28 day money back guarantee.
  • We announce the date for last possible orders to be delivered before Christmas on social media and on our website. Any orders placed after this date will not be received before Christmas.
  • Our offices close over the Christmas period. We re-open the first working day of the new year and we will deal with any issues from then onwards.

For any further information regarding the returns policy please contact us on 01527 591901.