Plum Play - Seller Information


About Us - Plum Play

Make everyday a play day, learning through play is the most fun of all! Baby giggles turn to shrieks of laughter and first steps to giant strides as your child explores their new world.

Plum are the playtime specialists providing the fuel for imaginations to flourish. Teaching balance and co-­ordination in physical play and giving presence to a pretend but fun ­filled fantasy world, activity toys provide the playground for a cherished childhood. Adventuring, exploring and developing new experiences... the benefits of active play are palpable as children begin to develop their physical skill set, grow in self­ confidence and make sense of the world around them.

Whether we're talking play sets or trampolines, slides or swings, Plum is the preferred choice for boys and girls of all ages, be they 18 months or 18 years.

Join us for an adventure.....

Contact Us

Warranty Information

General Warranty

Subject to proper installation and normal residential use, Plum Products ("Plum") play products are warranted, subject to the limitations stated below, to the original retail purchaser or owner to be free from manufacturers defects in material or workmanship for a period of 1 (one) year from the date of original retail purchase.

Goods covered under this limited warranty will be replaced or repaired, at our option, and returned to the customer at no cost to the customer. Plum reserves the right to examine photographs or physical evidence of goods claimed to be defective and to recover the goods prior to settling a warranty claim.

Non-residential use of the play products is prohibited and there will be no warranty for any commercial, competition or playground use as these products are designed for residential use only. No warranty shall apply on equipment subjected to abuse, negligence, improper installation or use, vandalism, acts of God, unauthorised alteration or attachment to other equipment, improper use or repair by the customer or a third party.

Whilst every endeavour is made to ensure the highest degree of safety in the product, freedom from injury cannot be guaranteed. It is essential to install correctly in accordance with installation instructions, supervise your children’s play activity and maintain your play equipment periodically according to manufacturer guidelines.

This warranty does not cover scratching or scuffing of the product as a result of normal wear and tear and any minor defects which do not affect the functionality of the product. This warranty is expressly in lieu of all other warranties, express or implied given by Plum.

Your statutory rights remain unaffected. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law under which you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major one.

To make a claim please contact us on our customer service number or email below:
Telephone Plum Customer Services: 02 8968 2200
Email: aushelpdesk@plumproducts.com

All claims must be made within 14 days of purchase or within a reasonable time of awareness of defect and must be accompanied by proof of purchase. Please therefore retain proof of purchase. Plum may reject claims which are not made within a reasonable time and/or where there is no proof of purchase. Plum will meet the cost of all agreed and validated claims.

Trampoline Warranty

The metal frame (comprising the steel rim, legs and metal enclosure poles) of this product is guaranteed for 12 (twelve) months from the date of purchase against manufacturing defects. The safety net, safety pad, mat, bolts and springs are guaranteed for 6 (six) months from date of purchase against manufacturing defects. The warranty is conditional on proof of purchase being presented in the event of a claim and applies in respect of products sold into Australia only.

The warranty is registered to the original owner and is non‐transferable. Regular maintenance is required to ensure safety, maximum life and performance of the product.

Failure by the owner to maintain the product according to the maintenance requirements may render this warranty void. Maintenance guidelines are in the Instruction Manual provided with the product.

Plum supplies safe, quality products. Any modifications made to the original product could damage the structural integrity of the unit leading to failure and possible injury. Modification or improper use shall render the warranty void and Plum will not accept liability for any modified products or any consequences as a result thereof.

This product is warranted for domestic use only. Under no circumstance should the product be used in public or commercial settings such as schools or playgrounds, any such use may lead to product failure and potential injury. Any public or commercial use will render this warranty void.

Defective goods under this warranty will be replaced or repaired, at our option, at no cost to the customer. Plum reserves the right to examine photographs or physical evidence of goods claimed to be defective and to recover the goods prior to settling a warranty claim.

This warranty does not cover scratching or scuffing of the product as a result of normal wear and tear and any minor defects which do not affect the functionality of the products. All claims for defects must be made within 14 days of purchase and must be accompanied by proof of purchase. Please therefore retain proof of purchase. Plum may reject claims which are not made within this time and/or where there is no proof of purchase.

To make a claim please contact us on our customer service number or email below:
Telephone Plum Customer Services: 02 8968 2200
Email: aushelpdesk@plumproducts.com

These conditions do not affect your statutory rights as a consumer. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law under which you are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major one.

Returns and Refunds

We guarantee your satisfaction. In the unlikely event that the goods are not of a satisfactory quality, are damaged ordefective or you wish to return goods for any reason within the terms of this contract, you need to follow the returns policy. Our standard Returns Policy applies to all purchases from the Big W Marketplace, all claims must be made within 14 days of purchase or within a reasonable time of awareness of defect and must be accompanied by proof of purchase. Please therefore retain the proof of purchase emailed to you from the Big W Marketplace as this is your proof of purchase to raise any claims. Plum may reject claims which are not made within a reasonable time and/or where there is no proof of purchase. Please contact our customer service team should you notice any issues or defects with your product, our team will deal with each case based on its merits and depending on the circumstances will either offer to refund or exchange a product provided if it is in a fully re‐saleable condition. The track and trace service provided by Toll IPEC will provide you with an ETA date for delivery, if no‐one is available to take delivery on this date, they will leave a card in the mailbox requesting you to phone them to arrange a suitable time and date for re‐delivery. If you don’t contact Toll IPEC within 72 hours they will return your items back to us and you may be charged for redelivery. If your item is returned to us due to it being un‐delivered and sitting in their warehouse, Plum will either refund you the price of the product only, less any return delivery charges or charge you to have the item re‐delivered back to your location. Please see the delivery information section below for more information. Products should be returned within 28 days, in original undamaged packaging, with all the parts, accessories and instructions.

Change of Mind

In circumstances where the goods are not defective but you have cancelled your order or changed your mind once you have received the product, Plum Products will arrange collection of the goods from your premises and reserves the right to add a $13 Carrier Collection charge to your order. Once the product is received back into our warehouse, which can take up to 10 working days, we will inspect the goods and then refund the price of the product only, less any return delivery charges.

Your statutory rights are not affected.

Plum Products reserves the right to make a 15% restocking charge for any goods which are not returned in mint condition or to refuse to accept such goods, at its sole discretion.

Email: aushelpdesk@plumproducts.com
Tel: 02 8968 2200

Delivery Information

Plum Products is proud to partner with Toll IPEC as our delivery company.

We want your products to arrive quickly and at the best shipping rate we can offer. Shipping charges are calculated based on the product size and cross‐referenced with your postcode and delivery address. Estimated shipping charges are from our Sydney Distribution Centre.

We attempt to dispatch your product within 24‐48hrs from placement. Depending on your location, delivery of your order may take up to 10 working days, so if the goods are required for a specific day or event, please ensure you place your order well in advance to ensure the goods arrive in time. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays. On most occasions Toll IPEC are able to deliver your goods sooner than this estimate. The delivery times provided by Plum are estimates only, Plum will not be held accountable for late deliveries.

Once your order is dispatched, the tracking number that can be traced by visiting
https://online.toll.com.au/trackandtrace/

The track and trace service provided by Toll IPEC will provide you with an ETA date for delivery, if no‐one is available to take delivery on this date, they will leave a card in the mailbox requesting you to phone them to arrange a suitable time and date for re‐delivery. If you don’t contact Toll IPEC within 72 hours they will return your items back to us and you may be charged for redelivery.

To avoid missing out on receiving your delivery the first time, we suggest the following options:

  1. Leave a note on your front door with your name, consignment number and an "Authority to Leave" i.e. "leave under the carport", "at front door", "behind side gate" etc. Do not put an "Authority to Leave" unless you are comfortable that it is safe.
  2. Alternatively if you will not be home on the ETA day but you will be home the day after, you can contact the Toll IPEC customer service team on 1300 865 547 in advance of your delivery date requesting they hold your package until a suitable day when you will be home to accept delivery.

The special instructions box on the delivery page of the checkout is used for any instructions to help make it easier for the driver to make the delivery of your order for e.g.

  • "Last house at end of driveway"
  • "Office hours 9‐5"
  • "leave under the carport"
  • "leave behind side gate"

Drivers are unable to grant specific requests such as "Deliver between 1‐2pm".

Plum Products cannot be held responsible if your instructions are not followed. Customers who give authority for their order to be left unattended at their delivery address will only be replaced if the order is proven lost in transit by our delivery company. Plum Products accepts no responsibility for lost or stolen goods, once the courier has delivered your item and left it as per your request.

What do when receiving part deliveries?

Always accept delivery, if you refuse delivery you may be charged a redelivery fee for your order.

Check all items have been delivered before signing. If, for example, two out of the five items only have been delivered, please sign accordingly for two out of five, this can be written on the con‐note above your signature. DO NOT refuse delivery; the rest of your items will be on their way, they may have just been delayed at one of Tolls transport hubs.

If this occurs please call our customer service team who will lodge an enquiry with Toll to follow‐up on your missing items and have these delivered as quickly as possible.

If an item is delivered damaged:

  • Accept delivery
  • Contact our customer service team on:
    • aushelpdesk@plumproducts.com
    • 02 8968 2200
    • Please include your order #, name and delivery address along with photos of the fault so that we can attend to and rectify your issues as soon as possible.
  • The damaged item or part will be replaced quickly and efficiently in line with our warranty procedure.
  • Wood splits are not considered damaged, for more information please visit http://www.plumplay.com.au/wood‐splits

 

Shipping Zone Destination State Description Postcode Range Estimated Delivery Time - Home Delivery Estimated Delivery Time - Simply Collect
QLD Brisbane Metro Queensland Queensland’s capital city, Brisbane. 4001 – 4209 3-5 Days N/A
9001 - 9464 N/A N/A
QLD Metro Centre Queensland Metro cities & large towns within Queensland, excluding the capital city, Brisbane. Metro cities may include Sunshine Coast region, Gold coast region, etc 4210 – 4306 4-6 Days N/A
4350 - 4352 5-7 Days N/A
4550 - 4600 5- Days N/A
9726 - 9943 N/A N/A
QLD Regional Queensland Regional areas within Queensland covering towns and small cities. Regional areas also include coast islands. 4307 – 4347 5-7 Days N/A
4353 - 4521 6-8 Days N/A
4601 - 4803 6-8 Days N/A
QLD North Regional (FNQ) Queensland Regional far northern Queensland, includes all areas, metro & rural. 4804 - 4895 8-10 Days N/A
NSW Sydney Metro New South Wales New South Wales' capital city, Sydney. 1001 – 2234 2-4 Days N/A
NSW Metro Centre New South Wales Metro cities & large towns within New South Wales, excluding the capital city, Sydney. Metro cities may Newcastle, Parramatta, etc 2250 - 2310 2-4 Days N/A
2500 - 2530 2-4 Days N/A
NSW Regional New South Wales Regional areas within New South Wales covering towns and small cities. Regional areas also include coast islands. 2311 – 2490 4-6 Days N/A
2533 - 2899 5-7 Days N/A
VIC Melbourne Metro Victoria Victoria’s capital city, Melbourne. 3000 – 3207 3-4 Days N/A
8001 – 8873 N/A N/A
9000 N/A N/A
VIC Metro Centre Victoria Metro cities & large towns within Victoria, excluding the capital city Melbourne. 3211 – 3220 4-6 Days N/A
3350 - 3357 4-6 Days N/A
VIC Regional Victoria Regional areas within Victoria covering towns and small cities. Regional areas also include coast islands. 3221 – 3345 5-7 Days N/A
3360 - 3999 6-8 Days N/A
TAS Hobart Metro Tasmania Tasmania’s capital city, Hobart. 7000 – 7019 6-7 Days N/A
7800 - 7850 6-7 Days N/A
TAS Metro Centre Tasmania Metro cities & large towns within Tasmania, excluding the capital city Hobart. 7050 – 7055 6-7 Days N/A
7248 – 7250 7-8 Days N/A
7901 - 7923 7-8 Days N/A
TAS Regional Tasmania Regional areas within Tasmania covering towns and small cities. Regional areas also include coast islands. 7020 – 7030 8-10 Days N/A
7109 – 7216 8-10 Days N/A
7252 - 7470 8-10 Days N/A
ACT Canberra Metro Australian Capital Territory Australian Capital Territory’s capital city, Canberra. 200-221 N/A N/A
2600 – 2617 3-4 Days N/A
2900 - 2914 3-4 Days N/A
ACT Regional Australian Capital Territory All areas within the Australian Capital Territory excluding Canberra. 2618 - 2621 4-5 Days N/A
NT Darwin Metro Northern Territory Northern Territory capital city, Darwin 800 – 832 8-10 Days N/A
840 – 841 8-10 Days N/A
NT Regional Northern Territory All areas within the Northern Territory excluding Darwin. 834 – 839 8-10 Days N/A
845 – 886 8-10 Days N/A
906 - 909 8-10 Days N/A
SA Adelaide Metro South Australia South Australia’s capital city, Adelaide. 5000 – 5201 3-5 Days N/A
5800 - 5960 3-5 Days N/A
SA Regional South Australia All areas within South Australia excluding Adelaide 5202 - 5734 4-6 Days N/A
WA Perth Metro Western Australia Western Australia’s capital city, Perth 6000 – 6215 6-8 Days N/A
6800 - 6997 6-8 Days N/A
WA Regional Western Australia Regional areas within Western Australia covering towns and cities. Regional areas also include coast islands. 6218 - 6799 8-10 Days N/A

About the BIG W Marketplace

At BIG W, we are working with a community of carefully-selected Marketplace sellers to offer you a wider range of fantastic products, all in one place.

Over time, we will be adding new Marketplace sellers to bring you lots more great brands, and thousands more additional choices.

How does it work?

  • When you purchase an item from one of our Marketplace sellers, you’ll never leave the BIG W website - the same secure checkout process and a single payment is available.
  • BIG W does not share your credit card or other financial information with any of our Marketplace sellers.
  • The Marketplace seller will manage and support your order, including shipping and handling, exchanges and returns.
  • Tracking information, where available, can be accessed through your ‘My Account’ page on bigw.com.au
  • Don’t worry - BIG W is always available to help resolve any issues. Simply call our Contact Centre on 1300 244 999