At Toysandstuff.uk, we are committed to providing you with high-quality, fault-free, and undamaged goods. Your satisfaction is our priority. If you are not entirely satisfied with your purchase, we’re here to help.
This policy outlines your rights and our procedures for returns and refunds, in accordance with UK Consumer Contracts Regulations.
1. Our Returns Policy at a Glance
| Scenario | Timeframe to Notify Us | Return Shipping Cost Covered By | Condition for Return | Resolution Options | Processing Time (from return receipt) |
|---|---|---|---|---|---|
| Change of Mind | 14 days from delivery | Customer | Unused, in original packaging, resalable condition* | Refund (minus shipping if applicable) | Within 5 business days |
| Incorrect Item | 10 days from delivery | Toysandstuff.uk | Original condition | Replacement or Full Refund | Within 3 business days |
| Faulty/Damaged (Manufacturing Defect) | 30 days from delivery | Toysandstuff.uk | Original condition (where possible) | Replacement or Full Refund | Within 3 business days |
| Damaged in Transit | 7 days from delivery | Toysandstuff.uk | As received, with photographic evidence | Replacement or Full Refund | Within 3 business days |
*Please see Section 2.1 for important details regarding “Change of Mind” returns.
2. Detailed Return Procedures
To initiate any return, please contact our Customer Service team at [Your Business Email Address – e.g., support@toysandstuff.uk] or [Your Business Phone Number, if applicable]. Please provide your order number and a clear description of the issue.
2.1. Change of Mind Returns (Consumer Contracts Regulations)
You have the right to cancel your order and return goods within 14 calendar days from the day you receive your order, without giving any reason.
- Eligibility:
- Goods must be returned unused and in their original, resalable condition, including all original packaging, tags, and accessories.
- You have a right to inspect the goods as you would in a shop. However, if the value of the goods is diminished by any unnecessary handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we may deduct an amount from the refund.
- Exclusions: For hygiene reasons, certain items (e.g., opened baby soothers, teething toys, or swimwear) cannot be returned once opened or used, unless faulty. Opened audio/video recordings, computer software, or sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery, are also excluded.
- Return Shipping: You are responsible for the cost and risk of returning the goods to us. We recommend using a trackable shipping service and retaining proof of postage.
- Refund: Once we receive and inspect the returned goods, we will process your refund to the original payment method within 5 business days. Please note that it may take additional time for the refund to appear in your bank statement, depending on your bank’s processing times. The original outbound shipping cost (if any) will be refunded, but if you chose a more expensive delivery option than our standard, only the cost of the standard delivery will be refunded.
2.2. Incorrect Items Received
If you receive an item that does not match your order (e.g., wrong product, wrong size/colour), please notify us within 10 calendar days of delivery.
- Procedure: We will arrange for the collection of the incorrect item at our cost.
- Resolution: Upon receipt of the incorrect item, we will promptly dispatch the correct item or issue a full refund, as per your preference.
- Processing Time: Replacements or refunds will be processed within 3 business days of receiving the returned goods.
2.3. Faulty or Damaged Goods (Manufacturing Defect)
If goods are found to be faulty or damaged due to a manufacturing defect within 30 calendar days of delivery, please contact us immediately.
- Procedure: We may ask for photographic evidence of the fault/damage. We will arrange for the collection of the faulty item at our cost.
- Resolution: Upon inspection and confirmation of the manufacturing defect, we will offer a replacement or a full refund.
- Processing Time: Replacements or refunds will be processed within 3 business days of receiving the returned goods.
- Beyond 30 Days: If a fault develops after 30 days but within 6 months of delivery, we will offer a repair or replacement. If a repair or replacement is not possible, we may offer a partial or full refund.
2.4. Goods Damaged in Transit
If your goods arrive damaged due to transit, it is crucial to:
- Note the damage on the delivery note when signing for the package.
- Report the damage to us within 7 calendar days of delivery.
- Provide photographic evidence of the damaged packaging and product.
- Procedure: We will arrange for the collection of the damaged item at our cost.
- Resolution: Upon receipt and verification of the transit damage, we will offer a replacement or a full refund.
- Processing Time: Replacements or refunds will be processed within 3 business days of receiving the returned goods.
3. General Conditions for Returns
- Proof of Purchase: All returns must be accompanied by a valid proof of purchase (e.g., order confirmation email, packing slip).
- Condition of Returned Goods: Unless faulty or damaged, goods must be returned in a condition that allows them to be resold as new. This includes all original packaging, manuals, accessories, and any free gifts that came with the product.
- Refund Method: All refunds will be issued to the original payment method used for the purchase.
- Processing Time: While we process refunds quickly, please allow up to 5-10 business days for the funds to clear and appear in your account, depending on your bank or payment provider.
4. Exclusions
The following items are generally excluded from our change of mind returns policy, unless they are faulty:
- Items that have been opened and cannot be re-sealed for health protection or hygiene reasons (e.g., certain baby products, swimwear).
- Perishable goods.
- Digital products (e.g., digital gift cards, downloadable software).
- Items that have been used or show signs of wear and tear beyond what is necessary to inspect them.
- Items that are bespoke or personalised.
5. Contact Us
For any questions regarding our Returns & Refunds Policy, or to initiate a return, please contact our Customer Service team:
Email: support@toysandstuff.uk