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Returns and Refund Policy

Returns and Refund Policy

Any items returned for exchange or refund must be returned in an unsoiled condition and in its original packing. Please contact us beforehand if you wish any help with this process.

Your right to cancel an order / contract - The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provides you with a right to cancel your order at any time up to the end of the 14th working day following the day after the day on which you received your products. Within this period you do not need to give us any reason for cancellation. If you with to cancel an order within this period please e-mail realoffice@btconnect.com and quote your order reference number.

Cancelling or returning a contract or item after this period is at the discretion of Giraffe Enterprises Ltd. Please contact us for a returns number. Any goods returned without this number will not be eligible for credit.

Giraffe Enterprises are not liable for the cost of return on any items or products, although at our discretion we may offer a credit.

Please note that faults with inflatable items must be notified to us no later than 14 days after the day of delivery.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please Contact Us For a returns Number

Several types of goods are exempt from being returned. Please email for full list.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable) 
Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
Any item that is returned more than 30 days after delivery

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at realoffice@btconnect.com.

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at realoffice@btconnect.com and send your item to: Giraffe Enterprises Limited, Niblock Logistics, Unit 8 Gatwick Business Park, Kennel Lane, Hookwood, Horley, RH6 0AY

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


We have a £4.95 carriage charge for all orders. If you require specialist shipping or for your order to be sent outside of the UK Mainland there will be additional costs.

To return your product, you should mail your product to: Giraffe Enterprises Limited, Niblock Logistics, Unit 8 Gatwick Business Park, Kennel Lane, Hookwood, Horley, RH6 0AY

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



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