Welcome to the Spare Parts help page! Here we will help you understand what we can and cannot supply along with a few rules.
- Can you get this Part as a Spare?
- Examples of Items we can Supply
- Examples of Items we Cannot Supply
- How you can Contact us
In the unlikely event that you need to replace components on your product, we should be able to help you! However, under no circumstances are we going to supply any item for customers to change & modify their products from the original design.
What Spare Parts we can and Cannot Sell?
Throughout our trading years we have come a long way and so have our products. Depending on the age of your product, it may mean we are unable to help or supply you with replacements. If your product is 7-10 years old, for example, we are more than likely unable to help you. As we have grown as a company our products have followed. We may find it hard to find you on our computer system or we no longer stock/manufacture the items for your product. But it is always worth checking with us, so pop an email over!
If you have a play system, we are able to supply you with new components as long as the requested items are in your product component list. However, there are a few restrictions as we test our climbing frames to meet EN71 standards. EN71, which is also a part of the CE directive, has been put in place to ensure that all toys sold in the EU meet certain safety standards.
We are therefore not able to sell additional items to you to add onto your climbing frames as they have only been tested on how we already supply them. (For example: we cannot supply customers with extra swing hooks so they can have additional swings on the frames). For other products, we are only able to supply parts from the product component list. If there is a component you require which is not on this list, unfortunately we are not allowed to sell this.
Examples of Items Parts we can Supply:
- Locking Mechanisms
- Locking Barrels (with keys)
- New Doors (dependant on age)
Examples of Items Parts we Cannot Supply:
- Swing Hooks (unless proven damaged)
- We are unable to supply any spare timber parts
- Items that are not on your product component list
How to Contact Us?
In order to have a fully documented clarification of the parts that are required, we like to deal with spare parts via email. If you are dealing with our Parts Team over the phone, you will be asked for factual information to be put down in writing. So that we make sure everything required is not missed and to make sure the price is correct. It is down to you, the customer, to provide us with the components and quantities you require. If you are finding this hard, we are able to send you a copy of your instruction manual for you to look through. Instructions are only available if you are our invoiced customer or you can provide proof of delivery, as we understand some people may be lucky enough to have inherited one of our products.
Email: [email protected]
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