This policy explains how to cancel an order, return an item and get a refund from Nicoperfect (https://runtheplay.shop). It covers your legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, our longer 30-day returns policy, and your rights under the Consumer Rights Act 2015 if an item is faulty. Nothing in this policy affects your statutory rights.
Summary
- Legal cancellation period: 14 days from the day after you receive your goods.
- Our returns period: 30 days from the day you receive your item. This is longer than the law requires.
- Delivery: Free delivery to the United Kingdom on every order. Delivery takes 3–5 business days.
- Refunds: Paid to your original payment method within 14 days, with no fee.
- Faulty, damaged or wrong items: We pay all return costs.
- Prices: All prices are in GBP and include VAT.
1. Your legal right to cancel (14 days)
If you are a consumer buying from us online, you have the right to cancel your contract within 14 days without giving any reason. This right comes from the Consumer Contracts Regulations 2013.
- The 14-day cancellation period ends 14 days after the day you, or someone you name (other than the carrier), receive the goods.
- If you order several items that arrive on different days, the period ends 14 days after the day you receive the last item.
- You can also cancel at any time after placing your order and before you receive it.
To cancel, tell us clearly that you want to cancel before the cancellation period ends. You can email us at contact@runtheplay.shop or write to us at the address below. You can use the model cancellation form at the bottom of this page, but you do not have to. Your cancellation is in time if you send it before the 14-day period runs out.
2. Our extended 30-day returns policy
On top of your legal right to cancel, you can ask to return an item within 30 days of receiving it.
- Days 1–14: Your legal cancellation rights apply in full, as described in sections 1 and 4.
- Days 15–30: Returns are accepted as a goodwill gesture. The item must be in the condition you received it, unworn or unused, with its tags, in its original packaging, and with your receipt or proof of purchase. During this extra period we cannot accept returns of sale items or gift cards.
3. How to return an item
- Email us at contact@runtheplay.shop with your order number and the items you want to return. You can use the model cancellation form below.
- We will send you a return shipping label and instructions on how to send your parcel.
- Send the goods back within 14 days of the day you told us you want to cancel or return.
Return address:
Nicoperfect
1 College Square
Harlow
CM20 1LP
United Kingdom
Please contact us before sending anything back so we can match your parcel to your order and deal with it quickly. Parcels sent without a return request may take longer to process, but this will not affect your legal right to cancel within 14 days.
Return shipping costs: customer pays for return costs . If an item is faulty, damaged or not what you ordered, we pay all return costs.
4. Condition of returned goods
You can handle and inspect the goods in the same way you could in a shop, to check what they are, their features and whether they work. Within the 14-day legal cancellation period, we cannot refuse a refund just because tags or packaging are missing. However, if the goods are worth less because you handled them more than you needed to, we may reduce your refund to cover that loss in value.
Please keep proof of postage and pack the goods carefully so they are not damaged on the way back to us.
5. Refunds
- When we receive and inspect your return, we will email you to confirm your refund.
- If you cancel within the 14-day legal period, we will refund the full amount you paid, including any delivery charge for standard delivery. Delivery is currently free, so no delivery charge will apply.
- We will refund you within 14 days after we receive the goods back, or after you send us proof that you have returned them, whichever comes first.
- If you cancel before we have sent your order, we will refund you within 14 days of the day you tell us.
- Refunds go back to your original payment method. We do not charge any fee for refunds.
- Your bank or card provider may take a few extra days to show the refund on your account. If you have not received it within 14 days after we confirmed it, please contact us at contact@runtheplay.shop.
6. Items that cannot be cancelled
By law, the 14-day right to cancel does not apply to:
- Perishable goods that can go off or expire quickly, such as food, flowers or plants.
- Custom or personalised goods made to your specifications or clearly personalised, such as special orders.
- Sealed goods that cannot be returned for health or hygiene reasons once you have opened them after delivery, such as sealed beauty or personal care products. Unopened personal care products can still be cancelled in the usual way.
Sale items can be cancelled within the 14-day legal period in the same way as full-price items. Our extended goodwill period (days 15–30) does not cover sale items.
Gift cards can be cancelled within 14 days of purchase if they have not been used. After that, they cannot be refunded.
Hazardous items (for example flammable liquids or gases) can also be cancelled, but they may not be safe to send by normal post. Please contact us before returning them so we can arrange a safe return method.
These exceptions never affect your rights if an item is faulty, damaged or not as described.
7. Faulty, damaged or incorrect items: your rights under the Consumer Rights Act 2015
Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us as soon as possible at contact@runtheplay.shop so we can put it right. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have these rights:
- Within 30 days of delivery: You can reject the goods and get a full refund.
- After 30 days and up to 6 months: You can ask for a repair or replacement. If a repair or replacement is not possible, or does not fix the problem, you can get a refund or a price reduction. If a fault appears in this period, it is presumed to have been there at delivery unless we can show otherwise.
- After 6 months: You still have the same remedies, but you may need to show that the fault was there at delivery. You can bring a claim for up to 6 years after delivery (5 years from discovery in Scotland).
We pay all costs of returning faulty, damaged or incorrect items. These rights are in addition to your right to cancel and are not affected by the exceptions in section 6.
8. Exchanges
The quickest way to get a different item is to return the one you have under this policy. Once we confirm the return, you can place a new order for the item you want.
9. Your personal data
We use the personal data you give us when you cancel or return an order only to process your return and refund. We handle it in line with the UK GDPR and the Data Protection Act 2018.
10. Contact us
- Email: contact@runtheplay.shop
- Phone: +442038543300
- Address: Nicoperfect, 1 College Square, Harlow, CM20 1LP, United Kingdom