Cancellations & Returns

We want you to be happy with the items you purchase from Kids Rooms Ltd. It is therefore important for you as a consumer to understand your rights and where and when the contract of sale between yourselves and Kids Rooms Ltd begins.  When you place an order either through our website, by telephone, by post or by fax you will receive an order confirmation email or a written order confirmation of your order in the post. Our contract with you starts from the date and time you receive this order confirmation.

1. Cancellation Policy

1.1 You have the right to cancel your order at any time before the delivery of your order by e-mailing us at sales@kidsrooms.co.uk or phoning us on +44 (0)2380 675941.

1.2 In the event of you cancelling your order before receipt of your order we will issue you a refund for the total value of your order including any postage and packaging charges. We will refund you within 30 days of the cancellation of your order.

2. Returns Policy

2.1 Once you receive your order you have 7 working days (so not including Saturdays, Sundays and public holidays) to decide if you wish to return it. The 7 days start from the day after you receive the goods. If you decide you would like to return the goods, the goods need to be returned to us at your own cost and it is your responsibility that the items reach us safely. Alternatively we can arrange to collect the goods from a specified address and the direct costs of this collection will be deducted from your refund. If the goods are returned in perfect condition and with their original packaging we will issue you with a full refund minus any direct costs associated with the postage and packaging. Please note that the goods returned to us must be in a resalable format and we unconditionally reserve the right not to refund you if the goods are not returned in a suitable condition. We will refund you within 30 days of the return of your order.

2.2 We regret that we do not accept returns on personalised or made to order products unless faulty. In the event of your goods being faulty the terms in item 2.4 apply.

2.3 For reasons of hygiene we do not accept returns of certain products once the packaging has been opened unless faulty (for example, mattresses). In the event of your goods being faulty the terms in item 2.4 apply.

2.4 If upon receipt of delivery you find that your goods are faulty, incorrect, missing parts or have been damaged in transit, please notify us immediately by writing to us, e-mailing sales@kidsrooms.co.uk or phoning us on +44 (0)2380 675941. You have 7 days to notify us of any issues from the date of delivery.

Our policy is to offer to repair, replace (at our own cost) or refund your purchase. In the event of the damaged goods being part of a discontinued product line we will offer you an exchange or refund. We regret that we cannot be held liable to repair, replace or refund goods that have been damaged during the assembly of the products, or that have been altered or repaired in any way. We also cannot be held liable to repair, replace or refund goods that have been the subject of any damage or accident resulting from a negligent, wilful or innocent act or omission of the customer, or through use that is not in accordance with the manufacturer’s instructions. We strongly recommend against the use of power tools during the assembly process. In all cases where damaged products are reported to us, the items need to be returned to our offices unused. We will arrange a suitable date with you for our delivery company to collect the items at our own cost. In the unlikely event that your items have a defect, e.g. missing parts, please advise us so we can arrange a dispatch of replacement parts to you as soon as possible. Delivery times for replacement parts vary depending on the product but if they are held in stock they will be sent out on our next working-day-delivery service at our own cost.

3. Collections

In the event of you needing to arrange a collection for the return of a product through Kids Rooms Ltd or any courier company acting on our behalf the collection will need to be made by contacting our customer service team on 02380675941 or emailing them at sales@kidsrooms.co.uk. You will be provided with a cost for the collection and a date, convenient to yourself, on which the collection will take place.

Please note that if you are not present on the date agreed with us at the address provided for the collection and our courier company reports to us a failed collection you will get charged the original quoted collection fee again.