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Shipping & Returns

Delivery dates are normally specified with the product description. However once the product has been despatched we cannot be held responsible for delays due to problems with the carrier or adverse weather conditions. Items that are personalised or made specially usually take approx 5 working days to despatch. Please note that these delivery dates are a guide only and are not a formal contract.

After ordering your product, should you decide you no longer require it you must notify us immediately at sales@smartplatypus.com and we will endeavour to cancel your order. If this has already been despatched to you as this item is personalised, unless it is damaged we do not accept returns.

If the item has been damaged during transit to yourself, please sign for it "packaging damaged". Any item which is not signed for as damaged will be loggged as delivered in good condition, thus rendering subsequent courier claims invalid. Please photograph the packaging before opening the parcel in case the item has itself been damaged.  You need to keep the packaging as the carrier will wish to inspect this.  Please do not refuse the parcel as you will incur return delivery charges.

If the item has been damaged please notify us within 48 hours at sales@smartplatypus.com. (this is specified by the carrier).  Please photograph the damage and e mail it to us with any description necessary.  We will arrange for this item to be collected and a replacement delivered.  Photographic evidence clearly showing the damage must be supplied to us before we can proceed with an exchange or credit.

If the item itself is faulty notify us on sales@smartplatypus.com within 48 hours of receipt advising us of the problem.  If the product requires replacement parts we will arrange for them to be shipped to you free of charge. If this products needs to be returned to the manufacturer we will arrange for it to be collected and returned to them for inspection. If they agree that this item is faulty we will arrange for a replacement to be sent to you. If however, they advise us that there is no problem with the product this will be returned to you and you will be liable for the costs of collection and return.

Please be aware refunds can take up to 14 days from receipt of the returned goods.