At Epic Play Ltd, we want you to feel confident when shopping with us. From placing your order to having your new purchase arrive at your door, we aim to make the whole experience as easy and enjoyable as possible.
We know that sometimes things don’t quite work out as planned, so if you need help with delivery, a return or a refund, our friendly team is always here to help.
Email: sales@epicplay.co.uk
Free Delivery Across Mainland Great Britain
We offer free standard delivery to Mainland Great Britain, excluding the Scottish Highlands and Scottish Islands listed below.
For eligible Mainland Great Britain addresses, most orders are delivered within 1–3 working days, although delivery times can vary depending on the product.
Some products have their own estimated dispatch or delivery timeframe, which will be shown on the relevant product page. Where a specific delivery timeframe is stated for a product or agreed with you, that timeframe will apply.
We currently deliver within the UK only.
Scottish Highlands & Islands
A £45 delivery charge applies to the postcodes listed below.
These areas may also have longer delivery times than standard Mainland Great Britain deliveries.
The applicable delivery charge should be clearly shown during the ordering process before you complete your purchase.
Next Day Delivery
Need your order in a hurry? We offer Next Day Delivery on many eligible products.
Where available, you’ll see the option in the product’s Delivery Upgrades section.
Simply place your order before the applicable daily cut-off time and, where the product is in stock and the delivery address is eligible, we’ll aim to deliver it on the next working day.
Next Day Delivery is available on eligible Mainland UK addresses only.
It is not currently available to the Scottish Highlands or Scottish Islands, where delivery will typically take 2–5 working days.
Please check the delivery options shown for your particular product before placing your order, as availability and cut-off times can vary.
Any upgraded or express delivery service is an optional additional service and will only be charged where you actively select it.
Delivery Times
We work hard to get your order on its way as quickly as possible.
Most standard deliveries arrive within 1–3 working days, but some products may have a different dispatch or delivery timeframe due to their size, availability, manufacturer lead time or delivery requirements.
The estimated delivery information shown on the product page or during checkout should therefore be treated as the best indication for that particular product.
Occasionally, circumstances outside our reasonable control — such as courier delays, severe weather or other unforeseen events — may affect delivery times.
If there is a significant issue with your delivery, please contact us at sales@epicplay.co.uk and we’ll do our best to help.
Nothing in this policy affects your statutory rights regarding delivery.
Delivery Charges & Areas
Standard delivery is free to eligible Mainland Great Britain addresses.
A £45 delivery charge applies to the Scottish Highlands and Scottish Islands postcodes listed below.
If a delivery charge applies to your address, we will make this clear during the ordering process.
We do not currently offer delivery outside the UK.
Scottish Highlands
The following postcode areas attract the £45 delivery charge:
AB30*
AB31*
AB32*
AB33*
AB34*
AB35*
AB36*
AB37*
AB38*
AB44*
AB45*
AB46*
AB47*
AB48*
AB49*
AB50*
AB51*
AB52*
AB53*
AB54*
AB55*
AB56*
FK17* – FK99*
G83*
IV1* – IV9*
IV10* – IV28*
IV30* – IV39*
IV52* – IV54*
IV63*
KW1* – KW14*
PA21* – PA40*
PH18* – PH26*
PH30* – PH41*
PH49*
PH50*
Scottish Islands
The following postcode areas attract the £45 delivery charge:
HS1* – HS9*
IV40* – IV51*
IV55*
IV56*
KA27*
KA28*
KW15* – KW17*
PA20*
PA30*
PA32* – PA49*
PA60* – PA78*
PH42* – PH44*
ZE1* – ZE3*
Please check that your delivery postcode is eligible for the delivery service selected at checkout. If you’re unsure, our team will be happy to help.
When you buy goods from Epic Play online, the Consumer Contracts Regulations 2013 generally give you the right to cancel your order:
Once you have told us that you wish to cancel, you normally have a further 14 calendar days to return the goods to us.
Your statutory consumer rights are not affected by this policy.
To start a return or tell us that you wish to cancel your order, please contact: Email: sales@epicplay.co.uk
Please include your order number and details of the item or items you wish to return.
We recommend contacting us before sending anything back so that we can provide the correct return instructions. However, this does not affect your legal right to cancel.
Once we receive your request, we’ll explain the next steps and provide any return instructions you need.
We understand that you’ll want to inspect your purchase when it arrives, just as you would in a shop.
For a full refund, returned goods should be:
You may handle an item as reasonably necessary to establish its nature, characteristics and functioning.
However, if an item has been handled beyond what is reasonably necessary and this reduces its value, we may make a reasonable deduction from your refund.
For example, if a product has been assembled, installed, modified or otherwise used beyond what is reasonably necessary to inspect it, any reduction in value may be taken into account when calculating your refund.
This does not affect your statutory rights where goods are faulty, damaged, incorrect or not as described.
Assembly & PDI (Pre-Delivery Inspection) Charges
Where you have purchased an installation or Pre-Delivery Inspection (PDI) service, these charges are separate from the cost of the goods.
Where an installation or PDI service has been booked and carried out, the associated service charge will not normally be refundable where the goods are subsequently returned because you have changed your mind.
Nothing in this section affects your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.
Packaging & Sending Your Return
Before returning an item, please:
For change-of-mind returns, the goods remain your responsibility until they have been safely received by Epic Play Ltd.
For higher-value items, we recommend using a tracked or insured delivery service.
Large or Bulky Items
Some of the products we sell at Epic Play are big, heavy or simply not suitable for a standard parcel service!
If you need to return a large or bulky item, please contact us before arranging the return.
Where appropriate, we can arrange collection on your behalf.
For change-of-mind returns, the direct cost of collection may be deducted from your refund or charged separately. We’ll let you know about any applicable collection costs before arranging the collection.
Refused Deliveries
If you refuse delivery with the courier instead of accepting the goods and arranging a return with us, the goods may be returned to us by the courier.
Where applicable and permitted by law, any direct return or carriage costs charged to Epic Play Ltd as a result of a refused delivery may be deducted from your refund.
This does not affect your statutory cancellation rights.
Refunds
Once we have received your return, we’ll check the goods and confirm the outcome.
Our Normal Processing Time
We aim to process approved refunds within 5 working days of receiving your returned goods.
Refunds will normally be made using the original payment method used for the purchase.
Depending on your bank or payment provider, it may take a further 3–5 working days for the funds to appear in your account.
Legal Refund Timescale
Where you exercise your legal right to cancel, we will provide your refund within the timescale required by law and, in any event, no later than 14 days from the earlier of:
If there is an issue with your return, our team will contact you to discuss the next steps.
Delivery Costs on Cancelled Orders
If you cancel an eligible online order within the applicable cancellation period, we will refund the cost of our standard delivery service.
If you selected a more expensive delivery option, such as express, timed or upgraded delivery, we will only be required to refund the equivalent standard delivery cost.
For change-of-mind returns, you are normally responsible for the cost of returning the goods to us.
Faulty, Damaged or Incorrect Items
We’re sorry if something isn’t right with your order.
If your item arrives faulty, damaged, incomplete or incorrect, please contact us at: sales@epicplay.co.uk
Please include:
We’ll review the problem and provide an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015.
Depending on the circumstances and your legal rights, this may include:
Where an item arrives visibly damaged, we ask that you contact us within 48 hours of delivery where possible and retain the original packaging to help us investigate the issue with the courier.
Please note that failing to report damage within 48 hours does not remove or limit your statutory consumer rights.
Exchanges
We do not generally offer exchanges for change-of-mind purchases.
Where an item is faulty, damaged or has been supplied incorrectly, please contact our team and we’ll be happy to discuss the appropriate solution.
Failed Deliveries
If a delivery is missed, refused other than when exercising your legal right to cancel, or returned to us because incorrect delivery information was provided, we may charge the direct costs reasonably incurred for redelivery or other associated delivery arrangements.
This does not affect your statutory cancellation rights.
Hazardous Materials & Fuel
For safety and transport reasons, certain products containing flammable liquids, gases or other hazardous materials may have specific return requirements.
If you need to return a product that contains or has contained fuel or another hazardous substance, please contact us before sending it back so we can provide the correct instructions.
For example, petrol-powered products must have any fuel fully drained before they are returned where applicable.
Please do not send hazardous materials or products that are unsafe to transport through a standard returns service.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
Your Consumer Rights
Nothing in this returns, refunds and delivery policy is intended to limit, exclude or replace your statutory rights.
Under UK consumer law, you may have additional rights where goods are faulty, not as described, not fit for purpose or otherwise fail to meet the requirements of the law.
For eligible online purchases, you may also have a legal right to cancel within the applicable 14-day cancellation period.
Goods should normally be delivered without undue delay and, unless a different timeframe has been agreed with you, within the period required by law.
If you believe there is a problem with your purchase or delivery, please contact us. We’ll always aim to resolve the issue fairly and in accordance with your legal rights.
Need a Hand?
We’re here to help!
Whether you have a question about delivery, need help tracking an order, want to arrange a return or have a problem with your purchase, our friendly team is ready to help.
Email: sales@epicplay.co.uk
We’ll do our best to make your Epic Play experience as easy and hassle-free as possible.
Epic Play Ltd
Company Number: 09089325
Website: www.epicplay.co.uk
Email: sales@epicplay.co.uk
Returns, Refunds & Delivery Policy – Last updated: September 2026
On all items to mainland UK
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