Return & Refund Policy
📝 Order Cancellations
- Before Dispatch: If you need to cancel an order before it's dispatched, contact us immediately.
- After Dispatch: If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order.
🚚 1. Delivery, Returns & Refunds
We work with a range of great brands, and this can mean that the delivery, return and refund policies can vary between product ranges.
📅 1.1. Change of Mind Returns
To be eligible for a return, your items must be in the same condition that you received them, unused, disassembled and in their original condition and packaging, accompanies by their accessories and instructions. Items that have been built or partially built cannot be returned for a refund.
If the item is unopened and in an "as new" and resalable condition, the item can be returned to receive a refund. It will be the customer's responsibility to pay for the return of the item to the address specified (return address available upon request by emailing returns@youradventurecub.com).
Please note that some providers we work with will apply a restocking fee of up to 15% of the total product cost. This will be deducted from the refund cost.
If the item's packaging has been opened or used, it will be considered "used" and, therefore, will not be eligible for return or refund.
The customer takes full responsibility for the condition of the item during its transit back to the specified return address.
🔒 1.2. Your Responsibility in Returns
It is the responsibility (including the cost) of the customer to return the unused items in their original packaging using a safe and secure method. Proof of dispatch may be required. We recommend using a trackable service as we cannot be held responsible for returns that are lost in transit.
You'll need to cover the cost and arrange to send the unused items back to us in their original packaging. This includes both delivery, but also a restocking fee, which is up to 15% of the total product cost.
Please note, we can't accept items sent back to us unless a return has been requested and approved by Your Adventure Cub first.
🛠 1.3. Damaged / Faulty Items
Please contact us by email for any faulty products. Any goods found to be damaged or short in delivery, the buyer is obliged to let us know in writing within 7 working days of delivery. Please provide as much detail as possible including photos. We can then advise on the next steps.
Replacement items will be sent to the original delivery address.
If a justified complaint has been submitted, where possible and always at our own discretion, we will replace the defective product or part of it free of charge. If replacement parts won’t resolve the issue, our customer service team will explore alternative solutions to get you back to your adventures as soon as possible.
Please note that damage caused by trampolines being blown over in the wind, or by some other external force is not covered under warranty.
Please note that if our partner does not support returns, this also means that we, Your Adventure Cub, will not support the return.
📝 2. How to Arrange a Return
If you would like to return an item, please notify us by email at returns@youradventurecub.com with the below information:
- Name
- Delivery Address
- Order ID
- Customer Contact Number
- Reason for return
We can then support you in confirming whether you are eligible for a return and next steps.
📝 3. Brand Considerations
3.1. BERG
3.1.1. We have a 14-day return policy for BERG products.
To be eligible for a return, your items must be in the same condition that you received them, unused, disassembled and in their original condition and packaging, accompanies by their accessories and instructions. Items that have been built or partially built cannot be returned for a refund.
3.2. Discovery Timber Play
3.2.1. Once payment is processed, your order will be delivered within 6 to 7 weeks.
3.2.2. Please note that we do not offer returns for Discovery Timber Play products as all climbing frames are made to order.
3.3.1. Most Salta items are delivered by DX and APC and may be left at your front door if you are not available to receive the delivery.
3.4. Telstar
3.4.1. Most Telstar items are delivered by DX or Parcel Force however depending on the weight of your products other couriers may be used. If your items are delivered by Parcel Force, they will need to be signed for. Once your order has been processed you will receive an automated email notifying you of your delivery day.
♻️ 4. Warranty Claims
If you wish to return items that are faulty, please send an image of the fault and a copy of proof of purchase to info@youradventurecub.com. We will then be able to advise if the fault is covered under the warranty. Returns covered under the warranty will be arranged free of charge. Where possible, we will send a replacement part or a new product.
