Returns & Refunds
UK Toys Ltd: Returns Policy
If, for any reason you wish to cancel your order with us, you are able to do so at any time before the goods are dispatched by e-mailing us with your name and order number at the following address: firstname.lastname@example.org alternatively, please call us on 01789 400031 to speak to a member of our customer support team.
If your order is cancelled before your goods have been dispatched, no charges will be applied and a full refund will be processed within 14 days.
In line with the ‘Consumer Contracts Regulation’ you have a 14 day cooling off period starting from the date the goods are received by you for you to change your mind about your purchase. If, before cancelling the consumer contract, you have acquired possession of the goods, you will be under a duty of care to restore those goods to us unused and in the original packaging. Whilst you are in possession of the goods you must take reasonable care of them. Please note that a deduction will be made from your refund if the value of the goods has been reduced as a result of you handling the goods more than was necessary to check the quality of the goods. The extent to which you can handle the goods without a deduction in your refund is the same as it would be if you were assessing the item in a shop. The goods must not have been used at all for a full refund to be granted. In relation to our inflatable products, once the item has been inflated and the fan has been used, the product is classed as 'used' and we are not obliged to provide a full refund upon return. You are responsible to ensure that no item arrives to us damaged through shipping and we reserve the right to deduct an appropriate amount from your reimbursement as fee for any such damage.
IMPORTANT INFORMATION: - If, for the reason of cancellation, you return goods to us within the 14 day cooling off period, you will be required to arrange and pay for the carriage of these goods back to us. The rate of carriage will be dependent upon the weight of the specific item purchased from us, the size of the parcel and the courier used. We estimate the cost to return an item will be approximately** £7 up to 10kg, £12 up to 25kg, £24 up to 35kg, £30+ over 35kg
If you wish to cancel your order once the goods have been dispatched but have not yet been delivered to you, we will deduct the return to sender cost incurred from the courier to return the item back to our warehouse. This cost will be deducted from your refund. If you refuse delivery you will be also be required to cover the cost of returning the item to sender. The cost of this is estimated to be up to £15 for a parcel up to 25Kg and up to £20 for a parcel up to 35Kg. This estimate is based on charges to us from our courier on 25.09.2017 for a single parcels actual weight for returning an item back to our central depot. Charges will be significantly higher should your delivery address be outside mainland UK, in a remote shipping area or an offshore location. You do have the choice to accept delivery and arrange for your goods to be returned to us with a courier or delivery service of your choosing that you arrange and fund yourself.
You have 14 days from notifying us that you are sending back your item for us to receive your goods. Following this period, you will not be entitled to cancel your order and any goods received will be refused at our depot. Any goods received at our warehouse without a valid returns reference visible on the outside of the parcel will be rejected. We cannot accept unidentifiable parcels.
The goods must be returned unused in the original packaging and, if possible, unopened and at your own cost within 14 days. We request that you attach a cover note on the outside of the package including your order details and reason for return intended for tracking purposes thus ensuring that there are no delays with refunding your payment. When returning goods we strongly recommend using a ‘signed for’ tracked delivery service to ensure any goods arrive back to us safely.
You will receive a refund within 14 days of either us receiving the goods back in an unused condition, or you providing evidence of having returned the goods (for example, a proof of delivery document), whichever is the sooner. We shall credit the total amount you paid for your goods including basic delivery costs* incurred by you for delivering the item to you initially, less any damage fee’s (if necessary) back onto the card or method of payment used.
We are not obligated to accept a cancellation of contract if a request is received more than 14 days following the delivery of an item.
* If you opted for a premium or enhanced delivery service we will only credit back to you the basic cost for delivering the item to you on a standard delivery service.
** These estimate parameters are based on using a low cost courier on 25.09.2017 delivering to our central warehouse from an address within mainland UK (not a remote shipping area) and using actual parcel weights. Very large parcels with a high volumetric weight or remote locations may incur a much higher return charge
Please note - All products returned back to us will be fully inspected to ensure they are returned in a new and re-saleable condition prior to any refund being processed.
Please contact us with your order number and reason for return and we will notify you of the correct returns address to use. Upon request, we will provide you with a unique returns reference number. Any goods returned to us without a returns reference provided by us being clearly visible on the outside of the packaging will be rejected at the depot. We cannot be held responsible or liable for any goods sent to any address other than the address provided to you when you request it. We cannot accept parcels that cannot be identified.
Faulty or damaged goods:-
In the unlikely event that you should receive goods from us that are damaged or defective, we politely request that you notify us at email@example.com or by telephone on 01789 400031 to enable us to resolve your issue as quickly as possible.
You have 30 days following delivery to notify us of any damage to parts, or whole products. We cannot provide replacements of missing parts or damaged goods if this not reported to us with photographic evidence (in the case of damaged parts/products) within 30 days following delivery of the item. Therefore, if you purchase items for a gift or for future use, please check all parts as soon as possible following delivery.
Should packaging be visibly damaged on arrival, you are required to sign for the product as 'damaged' with the courier. If you are unhappy accepting any goods that have damaged packaging you must refuse delivery. It is assumed that you are happy to accept a product where packaging only has been damaged once it is signed for. Damaged packaging does not constitute a fault with a product and therefore any returns due to damaged packaging must be arranged and paid for by you. This type of return is classed as a cancellation and all of our cancellation terms apply in these circumstances.
UK Toys Limited reserves the right to acquire photographic evidence of any products damage/defect before progressing a complaint. This is in order for us to take the most appropriate action relevant to your case and manage your complaint as effectively as possible. Once we have agreed that the product is faulty/defective/damaged we will reimburse carriage charges made by you to return the item back to us.
If we cannot ascertain remotely through photographs and information gathering that the issue is down to a manufacturing fault you will be required to arrange and pay for delivery of the goods back to us for an investigation to be carried out. If the goods are found to have a problem that has been caused by a manufacturing defect then a refund of the postage costs (up to a pre agreed reasonable amount) will be refunded to you. The rate of carriage will be dependent upon the weight of the specific item purchased from us and the courier used, however using a low cost courier delivering to our central warehouse from mainland UK. We estimate the cost to return an item will be £7 up to 10kg, £12 up to 25kg, £23 up to 35kg, £30+ over 35kg *. Proof of delivery charges will be required prior to a refund being given.
We reserve the right to pay only a reasonable amount for return postage costs excluding any insurance that you may choose to take as an option. If no manufacturing fault is found following an investigation, we will not reimburse you for the return of the item and you must arrange and pay for the goods to be collected from our warehouse.
Where deemed possible we will replace any faulty/damaged components or repair the product rather than replacing the whole item. If we are unable to repair the item then a replacement will be issued, if a suitable replacement is not available then a credit note will be issued or a refund offered.
A refund will not be granted if an issue is reported more than 30 days after the date of delivery of the goods to you and a repair or replacement is at all possible. We do our upmost to ensure that any goods received are suitable for use, in a satisfactory condition, and will endeavor to solve any problem as efficiently as possible.
Where an issue has occurred through incorrect use, failure to follow instructions or manufacturers guidelines, improper maintenance, improper storage or incorrect product care we will not be responsible for repair, replacement or refunding you for your goods. We will also not be responsible for any postage costs for return.
Failure to supply photographic evidence of any issues by e-mail or post will delay the resolution of your case.
Faults occurring under warranty:
Where a product appears to have a fault within its guarantee period, UK Toys Ltd reserves the right to ask for photographic evidence. Failure to provide pictures will restrict warranty claims. Upon receipt of photographs your warranty claim will be dealt with as soon as possible. Where possible we will replace any faulty components or repair parts rather than repair or replace the whole item. Where a repair is not possible or replacement parts are not available, we will look to replace the whole item or provide a suitable replacement before offering a refund. A refund will only be granted where a manufacturing fault has been identified and a repair/replacement is not available to us. All products are supplied with a 6 month manufacturing warranty unless otherwise stated at the point of purchase. Your warranty starts from the date the item was delivered to you regardless of when the product was first used unless otherwise stated at the point of purchase. Your statutory rights are not affected by your warranty,