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Returns & Refunds

We hope you will be 100% delighted with your purchase.  However, if for any reason you are not satisfied you are welcome to return your purchase to us, this is our "No Quibble" guarantee.  Our Returns Policy is outlined below.

UK RETURNS
   Returns Parcel Size Returns
Small to Medium items Packaged size not exceeding 61cm x 46cm x 46cm, and weighing less than 20kg Free Returns, see below for details
Larger items Packaged size greater in any dimension than 61cm x 46cm x 46cm, or weighing more than 20kg Items can be returned but at your own cost, see below for details

 

Free Returns - Small to Medium items

Returns are free for small to medium items (as defined in the table above).  This means we will pay the postage for you to return your order from anywhere in the UK for any reason, for a refund or an exchange providing a few criteria are met:

  • Please contact us within 28 days after you receive your delivery, following the steps outlined below.
  • You must have access to the internet and a printer to print your Free Returns label*.
  • Items must be returned unused in their original packaging, and arrive back with us in a resaleable condition.
  • Goods must be returned using the postage method we advise; we are not able to refund any postage or courier costs you incur if you return the goods independently or use an alternative courier.
  • Returns are not permitted for any of the following unless the goods are faulty: Personalised goods (see our Personalised Terms & Conditions) or goods that have been assembled/part-assembled

*If you do not have access to the internet and a printer, perhaps a neighbour, a friend or a relative can help?  A condition of using our Free Returns option is that you can print the returns label yourself.  If you do not have access to the internet and a printer you can still return your item to us, but returns will not be free - you will need to arrange postage at your own cost.

How to Return your item(s)

Our Free Returns process uses Royal Mail's Tracked Returns. The following steps explain how to use this service to post back your item(s):

  1. Please phone or email us within 28 days of receipt of your delivery (tel. 01403 790796, email: sales@mulberrybush.co.uk). We will ask the reason for your return, but only because we value your feedback and it helps us better understand what the issue is.  
  2. Please print and complete a copy of our Returns Form. This should be included when you return your goods.
  3. Items must be returned unused in their original packaging and in a resaleable condition. Pack everything up carefully and securely in suitable outer packaging (eg a box or with brown paper) so as not to damage the product packaging.
  4. Click here to create a Royal Mail Tracked Returns Label - this opens the Royal Mail website, follow their instructions to create and print your label.
  5. Attach the Returns Label to your parcel, remembering to cover up any previous address labels. 
  6. Finally, take your parcel to your local Post Office. Goods should be returned within 14 days of notifying us.

We recommend making a note of your Royal Mail Tracking number, which can be found on your Royal Mail Returns Label.  You can track the progress of your returned parcel on the Royal Mail website

Upon receipt, we shall deal with your return as quickly as we can, normally within 7 days (please allow longer during busy periods). 

 

Returning Larger items

The table above defines the size and weight of returns parcels that we consider as "large". The following are examples of larger items: most dolls's houses, many of our train sets, all Didicars & many larger ride-ons, pogo sticks.

Larger items can be returned for a refund or an exchange, at your own cost - providing a few criteria are met:

  • Please contact us within 28 days after you receive your delivery.
  • Items must be returned unused in their original packaging, and arrive back with us in a resaleable condition.
  • Returns are not permitted for any of the following unless the goods are faulty: Personalised goods (see our Personalised Terms & Conditions) or goods that have been assembled/part-assembled

If you wish, we can arrange for a courier to collect your larger parcel.  There will be a charge for this service, which we can simply deduct from your refund.  Please contact us for details.

Please print and complete a copy of our Returns Form. This should be included when you return your goods.

 

Small Print

We regret postage and packing costs are direct costs that we incur, and cannot be refunded other than in accordance with your statutory rights.  If your original order qualified for free P&P but the subsequent return of an item or items reduces the total order value below the threshold at which free delivery applied, then our standard postage charge will be deducted from the refund.  In effect this means that the postage paid is at the rate that would have been paid for the item(s) retained had those been the only item(s) originally ordered.  Bonus Buy products revert to full price if any returned items reduce your total order value below the Bonus Buy qualifying threshold, and the difference will be deducted from any refund. Similarly, if you return an item bought as part of a package deal, the items you retain from the package will revert to their normal prices and the refund we provide will be reduced accordingly. Use of the free returns process outside of the stated criteria above may result in the cost of the return postage being deducted from your refund.

 

Returns from elsewhere

Please contact us for advice if you wish to return your goods from overseas or outside the UK mainland.

 

Returns after Christmas

Many of our customers like to buy early for Christmas. As such, if you order between September and December you are also able to return your goods to us no questions asked up until the following 10th January. You may however have to pay the returns postage as our Free Returns policy is only valid up to 28 days after your order was despatched.

Please note that if your goods are returned 60 days or more (Paypal) or 90 days or more (other payment methods) after your original payment we are unable to provide a refund (as refund period limits are imposed on us by our payment service providers). Instead we will provide you with a Credit Note (Gift Voucher), which will be valid for a year.

 

Returns of electrical items and WEEE Regulations

For details about returns under WEEE Regulations click here.

 

Faulty Goods

We endeavour to check items before despatch, however we would encourage you to check your goods upon receipt. If you find you have any faulty items, please contact us immediately for advice.

 

Statutory Rights

Our Returns Policy does not affect your statutory rights.