Delivery & Returns

Welcome to the Be Active Toys Delivery & Returns Policy.

We hope that you will enjoy using our products but if, for any reason, you need to return a product please follow this policy, which should be read in conjunction with our Terms and Conditions. 

1. Order Confirmation

1.1 Once the order is placed, we will pre-authorise your card, but your card will not be charged. Once we confirm that the product is in stock and available for dispatch, we will process the payment and your order will be dispatched.

1.2 If our supply of the product is delayed by an event outside our control (for example, an item is on backorder), we will not process the payment and we will contact you as soon as possible to let you know. You have a right to ask us to end the contract and void the pre-authorisation for any products that have not been dispatched due to a delay. Please refer to our Terms and Conditions for more details on how to cancel the contract.

2. Making changes to your order

If you wish to make a change to your order please contact us at info@beactivetoys.co.uk. We will let you know if the change is possible and how it will affect the cost of your order and delivery. We cannot make any changes to your order after the order has been dispatched. If you wish to add more items to your order, please place a new order.

3. Cancelling before dispatch

If you cancel before the items are dispatched, we will cancel the order and provide a full refund. However, if the items have been dispatched, even if the items have not been delivered yet this will be treated as a return. 

4. Delivery, Returns & Refunds

Check the delivery, returns and refund rules in respect of check relevant brand as these can vary between brands.

5. Baghera

5.1 Delivery

5.1.1 Once payment is processed, your order will be delivered within 1 to 2 working days, if placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

5.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. If you are not at home our couriers will leave a note with instructions.

5.2 Damages and Issues

5.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps. If a return request is accepted because an item is defective or damaged, we will organise the return free of charge.

5.2.2 Complaints must be submitted in writing within 14 days from the date of receipt of your order. Proof of the damage or fault may be requested.

5.3 Returning items

5.3.1 We have a 14-day return policy for Baghera products, in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return if you have changed your mind.

5.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, disassembled and in their original condition and packaging, accompanies by their accessories and instructions. Items that have been built or partially built cannot be returned for a refund.

5.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk .

5.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

5.3.5 Items sent back to us without first requesting a return will not be accepted.

5.4 Warranty Claims

5.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk within 14 days of receipt. We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Alternatively, we may be able to send a replacement part or new product.

5.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

5.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. We aim to refund customers within 14 working days. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

6. BERG

6.1 Delivery

Once payment is processed, your order will be delivered within 10 to 14 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

6.2 Damages and issues

6.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so that we can advise on next steps.

6.2.2 Complaints relating to visible defects of BERG products must be submitted in writing within 8 days after the delivery. Complaints relating to invisible defects (not immediately obvious upon inspection) must be submitted within 8 days after they have been discovered or reasonably should have been discovered.

6.2.3 If a justified complaint has been submitted, where possible and always at our own discretion, we will replace the defective product or part of it free of charge, repair the defect or the defective part, or pay you a proportional part of the purchase price.

6.2.4 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

6.3 Returning items

6.3.1 We have a 14-day return policy for BERG products, in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return if you have changed your mind.

6.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, disassembled and in their original condition and packaging, accompanies by their accessories and instructions. Items that have been built or partially built cannot be returned for a refund.

6.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk .

6.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

6.3.5 Items sent back to us without first requesting a return will not be accepted.

6.4 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. We aim to refund customers within 14 working days. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

7. Capikooa

7.1 Delivery

7.1.1 Once payment is processed, your order will be delivered by our trusted couriers, Parcelforce, using a 48-hour tracked service from the date of despatch (excluding weekends and bank holidays). Orders placed before 10pm will be despatched the following day. Orders placed after 10pm will be despatched the day after. Orders placed between Friday and Sunday will be despatched on Monday (unless it's a bank holiday).  Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

7.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

7.1.3 If you are not at home our couriers will usually leave a note in your mailbox and attempt another delivery the following day.

7.1.4 If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

7.2 Damages and Issues

7.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

7.2.2 If an item is faulty upon delivery, please refer to para 7.4 below regarding Warranty Claims.

7.3 Returning items

7.3.1 We have a 60-day return policy for Capikooa products, which means you have 60 days after receiving your items to request a return.

7.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund.

7.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

7.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

7.3.5 Items sent back to us without first requesting a return will not be accepted.

7.4 Warranty Claims

7.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

7.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

7.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

8. Discovery Timber Play

8.1 Delivery

Once payment is processed, your order will be delivered within 6 to 7 weeks. Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

8.2 Damages and Issues

Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

8.3 Returns

Please note that we do not offer returns for Discovery Timber Play products as all climbing frames are made to order.

9. FitWood

9.1 Delivery

9.1.1 Once payment is processed, your order will be delivered within 7 to 10 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

9.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

9.1.3 If you are not at home our couriers will usually leave the parcel safe at the property. If you do not wish for this to happen, please include a note at checkout or contact our customer service team at info@beactivetoys.co.uk. Please note that all goods are left at your own risk, and we cannot take responsibility for goods that are subsequently stolen or damaged.

9.1.4 If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

9.2 Damages and Issues

9.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps. It is your responsibility to check the contents of your order and report any missing or damaged items as soon as possible.

9.2.2 Please refer to paragraph 8.4 below for more information on Warranty Claims.

9.3 Returning items

9.3.1 We have a 60-day return policy for FitWood products, which means you have 60 days after receiving your items to request a return if you have changed your mind.

9.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund.

9.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

9.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

9.3.5 Items sent back to us without first requesting a return will not be accepted. Please note that a copy of the receipt or dispatch note will have to accompany the product return.

9.4 Warranty Claims

9.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk within 14 days of receipt. We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Alternatively, we may be able to send a replacement part or new product.

9.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

9.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

10. Jumpking

10.1 Delivery

10.1.1 Once payment is processed, your order will be delivered within 2 to 3 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

10.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

10.1.3 A signature is required for delivery; however, we can sometimes arrange for items to be left with a neighbour or in a safe place, so you do not need to wait in all day for delivery. If you are not at home our couriers will usually leave the parcel safe at the property. If you do not wish for this to happen, please include a note at checkout or contact our customer service team at info@beactivetoys.co.uk. Please note that all goods are left at your own risk, and we cannot take responsibility for goods that are subsequently stolen or damaged.

10.1.4 If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

10.1.5 If you plan to hire an independent builder to erect your trampolines, please do not arrange for them to arrive on the day of delivery as delivery can be delayed due to circumstances outside our control. We will not be held liable for costs incurred.

10.2 Damages and Issues

10.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

10.2.2 Please note that the manufacturer can only replace any missing parts or replacement parts if reported within 30 days of the delivery note. It is your responsibility to check the contents of your order and report any missing or damaged items within the 30-day period.

10.3 Returning items

10.3.1 We have a 30-day return policy for Jumpking products, which means you have 30 days after receiving your items to request a return.

10.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

10.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

10.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

10.3.5 Items sent back to us without first requesting a return will not be accepted.

10.4 Warranty Claims

10.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk within 30 days of receipt. We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge.

10.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

10.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

10.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

11. Jupiduu

11.1 Delivery

11.1.1 Once payment is processed, your order will be delivered within 7 to 10 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

11.1.2 Shortly after shipping, you will receive an email from our shipping service provider with an estimated delivery date. If you are not at home on this day, you can rearrange delivery online by following the link in the shipping email.

11.1.3 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

11.1.4 If you are not at home our couriers will usually leave a note in your mailbox and attempt another delivery the following day. A total of three delivery attempts will be made.

11.1.5 If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

11.2 Damages and Issues

11.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

11.2.2 Please refer to paragraph 10.4 below for more information on Warranty Claims.

11.3 Returning items

11.3.1 We have a 14-day return policy for Jupiduu products, which means you have 14 days after receiving your items to request a return.

11.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund.

11.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

11.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

11.3.5 Items sent back to us without first requesting a return will not be accepted. Please note that a copy of the receipt or dispatch note will have to accompany the product return.

11.4 Warranty Claims

11.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Alternatively, we may be able to send a replacement part or new product.

11.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

11.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

12. Leg&Go

12.1 Delivery

12.1.1 Once payment is processed, your order will be delivered within 7 to 10 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 36 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

12.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

12.1.3 If you are not at home our couriers will attempt delivery 2 to 3 times. If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

12.2 Damages and Issues

12.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

12.2.2 Please refer to paragraph 11.4 below for more information on Warranty Claims.

12.3 Returning items

12.3.1 We have a 14-day return policy for leg&go products, which means you have 14 days after receiving your items to request a return.

12.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund. All items including the warranty card, manual, small parts and original inner packaging must be included in the return and in their original condition.

12.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

12.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

12.3.5 Items sent back to us without first requesting a return will not be accepted. Please note that a copy of the receipt or dispatch note will have to accompany the product return.

12.4 Warranty Claims

12.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Alternatively, we may be able to send a replacement part or new product.  All leg&go bikes and add-ons have a 5-year warranty.

12.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

12.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

13. Micro

13.1 Delivery

13.1.1 Once payment is processed, your order will be delivered within 2-3 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

13.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

13.1.3 If you are not at home our couriers will usually leave the goods at a safe place, with a neighbour or attempt redelivery the following day.

13.1.4 If goods are refused by the recipient or the couriers have not been able to leave them at a safe place and/or redelivery was unsuccessful, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

13.2 Damages and Issues

13.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

13.2.2 If an item is faulty upon delivery, please refer to para 12.4 below regarding Warranty Claims.

13.3 Returning items

13.3.1 We have a 30-day return policy with our Micro products, which means you have 30 days after receiving your items to request a return.

13.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund.

13.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

13.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

13.3.5 Items sent back to us without first requesting a return will not be accepted.

13.4 Warranty Claims

13.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

13.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

13.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

14. Plum

14.1 Delivery

14.1.1 Once payment is processed, your order will be delivered within 2 to 3 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

14.1.2 Smaller items will be delivered by Parcelforce or Mail UK. If you are not in, the package may be left at your local post office for collection, at a safe place at your address or with a neighbour. If you do not want the items to be left at the safe place, please let us know when purchasing the products. Larger items are delivered by a tracked courier service and due to the size of these items they will be returned to the depot if you are not able to take delivery. For our complete playgrounds and playhouses, delivery takes place on a pallet and it requires booking in on a specific delivery date.  You will be contacted in advance to arrange delivery.

14.1.3 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

14.2 Damages and Issues

14.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so we can advise on next steps.

14.2.2 Complaints must be submitted in writing within 14 working days. Proof of the damage or fault may be requested.

14.2.3 We may be able to offer a replacement, repair or refund depending on the circumstances. If a replacement item is provided, it will be sent to the original delivery address. All costs including delivery costs and delivery surcharges will be paid by the customer before dispatch takes place.

14.3 Returning items

14.3.1 We have a 14-day return policy in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return.

14.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

14.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

14.3.4 It is the responsibility of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit. In exceptional circumstances, we may be able to arrange collection of the goods however this will be chargeable.

14.3.5 Items sent back to us without first requesting a return will not be accepted.

14.4 Warranty Claims

14.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

14.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

14.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

14.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

15. Salta 

15.1 Delivery

15.1.1 Once payment is processed, your order will be delivered within 1 to 4 working days, if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

15.1.2 Most Salta items are delivered by DX and APC and may be left at your front door if you are not available to receive the delivery. 

15.1.3 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

15.2 Damages and Issues

15.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so we can advise on next steps. Please note that damaged packaging does not quality for defective products.

15.2.2 Complaints must be submitted in writing within 14 working days. Proof of the damage or fault may be requested.

15.2.3 We may be able to offer a replacement, repair or refund depending on the circumstances. If a replacement item is provided, it will be sent to the original delivery address. All costs including delivery costs and delivery surcharges will be paid by the customer before dispatch takes place.

15.3 Returning items

15.3.1 We have a 14-day return policy in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return.

15.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

15.3.3 It is the responsibility of the customer to arrange and pay for any returns not related to defective products. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit. 

15.3.5 Items sent back to us without first requesting a return will not be accepted.

15.4 Warranty Claims

15.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

15.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

15.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

15.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

16. Telstar

16.1 Delivery

16.1.1 Once payment is processed, your order will be delivered within 1 to 4 working days, if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

16.1.2 Most Telstar items are delivered by Tuffnells Parcel Service and Parcel Force. If your items are delivered by Tuffnells Parcel Service, if no one is available at your address to take delivery, the driver can leave the boxes safe if you leave instructions on your front door.  

16.1.3 If your items are delivered by Parcel Force, they will need to be signed for. Once your order has been processed you will receive an automated email notifying you of your delivery day. If you provide a mobile telephone number, you will receive message updates and a message on the morning of the delivery providing you with a one-hour delivery slot. You will have the option to accept the delivery slot or choose to have your order delivered on another day.

16.1.4 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

16.2 Damages and Issues

16.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so we can advise on next steps.

16.2.2 Complaints must be submitted in writing within 14 working days. Proof of the damage or fault may be requested.

16.2.3 We may be able to offer a replacement, repair or refund depending on the circumstances. If a replacement item is provided, it will be sent to the original delivery address. All costs including delivery costs and delivery surcharges will be paid by the customer before dispatch takes place.

16.3 Returning items

16.3.1 We have a 14-day return policy in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return.

16.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

16.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

16.3.4 It is the responsibility of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

16.3.5 Items sent back to us without first requesting a return will not be accepted.

16.4 Warranty Claims

16.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

16.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

16.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

16.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

17. TP Toys

17.1 Delivery

17.1.1 Once payment is processed, your order will be delivered within 2 to 5 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

17.1.2 Certain services cannot be offered in certain postcode areas due to carrier restrictions. If any restrictions apply, we will inform you as soon as possible following your order.

17.1.3 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

17.2 Damages and Issues

17.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so we can advise on next steps.

17.2.2 Complaints must be submitted in writing within 14 working days. Proof of the damage or fault may be requested.

17.2.3 We may be able to offer a replacement, repair or refund depending on the circumstances. If a replacement item is provided, it will be sent to the original delivery address. All costs including delivery costs and delivery surcharges will be paid by the customer before dispatch takes place.

17.3 Returning items

17.3.1 We have a 14-day return policy in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return.

17.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

17.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

17.3.4 It is the responsibility of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

17.3.5 Items sent back to us without first requesting a return will not be accepted.

17.4 Warranty Claims

17.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

17.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

17.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

17.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

18. Triclimb

18.1 Delivery

18.1.1 Once payment is processed, your order will be delivered by our trusted couriers, Parcelforce, using a 48-hour tracked service from the date of despatch (excluding weekends and bank holidays). Orders placed before 10pm will be despatched the following day. Orders placed after 10pm will be despatched the day after. Orders placed between Friday and Sunday will be despatched on Monday (unless it's a bank holiday).  Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

18.1.2 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

18.1.3 If you are not at home our couriers will usually leave a note in your mailbox and attempt another delivery the following day.

18.1.4 If goods are refused by the recipient or the couriers have not been contacted after attempting delivery, the goods will be returned to us, and we will refund the purchase price less the cost of the delivery and any return charges we have incurred.

18.2 Damages and Issues

18.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective or damaged, so that we can advise on next steps.

18.2.2 If an item is faulty upon delivery, please refer to para 16.4 below regarding Warranty Claims.

18.3 Returning items

18.3.1 We have a 60-day return policy for Triclimb products, which means you have 60 days after receiving your items to request a return.

18.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built and are no longer sellable cannot be returned for a refund.

18.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

18.3.4 It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

18.3.5 Items sent back to us without first requesting a return will not be accepted.

18.4 Warranty Claims

18.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

18.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

18.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

19. Vuly

19.1 Delivery

19.1.1 Once payment is processed, your order will be delivered within 1 to 4 working days if the order is placed before 12pm (excluding weekends and bank holidays). Where possible, we will send you tracking details by email within 24 hours of your order being dispatched. If you do not receive tracking details or delivery information within 6 working days, please contact us at info@beactivetoys.co.uk.

19.1.2 Most Vuly items are delivered by Tuffnells Parcel Service and Parcelforce. If your items are delivered by Tuffnells Parcel Service, if no one is available at your address to take delivery, the driver can leave the boxes safe if you leave instructions on your front door.  

19.1.3 If your items are delivered by Parcelforce, they will need to be signed for. Once your order has been processed you will receive an automated email notifying you of your delivery day. If you provide a mobile telephone number, you will receive message updates and a message on the morning of the delivery providing you with a one-hour delivery slot. You will have the option to accept the delivery slot or choose to have your order delivered on another day.

19.1.4 Please provide a telephone number at checkout which will be passed on to the couriers in case they need to contact you on the delivery day. Please note that couriers are only obliged to deliver to your front door. They will not assemble any items.

19.2 Damages and Issues

19.2.1 Please inspect your order upon receipt and contact us immediately at returns@beactivetoys.co.uk if the items are defective, damaged or if you receive the wrong items, so we can advise on next steps.

19.2.2 Complaints must be submitted in writing within 14 working days. Proof of the damage or fault may be requested.

19.2.3 We may be able to offer a replacement, repair or refund depending on the circumstances. If a replacement item is provided, it will be sent to the original delivery address. All costs including delivery costs and delivery surcharges will be paid by the customer before dispatch takes place.

19.3 Returning items

19.3.1 We have a 14-day return policy in compliance with the Consumer Contracts Regulations 2013, which means you have 14 days after receiving your items to request a return.

19.3.2 To be eligible for a return, your items must be in the same condition that you received them, unused, and in their original condition and packaging. Items that have been built or partially built cannot be returned for a refund.

19.3.3 To start a return, please complete the cancellation form, available here, and send it to returns@beactivetoys.co.uk.

19.3.4 It is the responsibility of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.

19.3.5 Items sent back to us without first requesting a return will not be accepted.

19.4 Warranty Claims

19.4.1 If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to returns@beactivetoys.co.uk . We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.

19.4.2 If once the item is returned, upon inspection, the warranty is deemed invalid, the cost for the return (delivery cost and other associated administrative costs) will have to be borne by you.

19.4.3 Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.

19.5 Your refund

All items are inspected on return for any signs of use or damage. We will notify you once we have received and inspected your return, and let you know if the refund has been approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Please contact us at returns@beactivetoys.co.uk if you have any returns questions.

For any general delivery & returns questions please contact us at returns@beactivetoys.co.uk.