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
If your order is cancelled in writing before your goods are dispatched, no charges will be applied and a full refund will be processed within 14 days.
Once your goods have been dispatched, you are still able to cancel your order up to 14 days following receipt of goods.
In line with the ‘Consumer Contracts Regulation’ you have a 14 day cooling off period starting from the date the goods are received. 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 if the goods are not received by us in the condition they were sent in and the value of the goods have been diminished we reserve the right to deduct an appropriate amount from your reimbursement as fee for the 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 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 £5 up to 10kg, £10 up to 25kg, £15 up to 35kg, £20 over 35kg *
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.
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’ 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 a 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 you used to make payment.
* 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 29.07.2014 delivering to our central warehouse from mainland UK
Please note - All products returned will be fully inspected to ensure they are returned in a new and re-saleable condition.
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 returns label relating to the product purchased and you will be provided with a unique returns reference number. Any goods returned to us without a returns label 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 alternative address other than the address provided to you when you request it.
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 to enable us to resolve your issue as quickly as possible. We cannot provide replacements of missing parts if missing parts are reported to us more than 30 days following delivery of the item. We cannot provide replacments, refunds or repairs for items broken or damaged follwing delivery wherby the issue is reported to us more than 30 days follwing delivery.
UK Toys Limited reserves the right to acquire photographic evidence of the damage/defect before progressing a complaint. This is in order for us to take the 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. 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 £5 up to 10kg, £10 up to 25kg, £15 up to 35kg, £20 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.
Where deemed possible we will replace any faulty/damaged components / 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 day of delivery and a repair or replacement is possible. We do our upmost to ensure that any goods received are suitable for use and in a satisfactory condition, and will endeavour to solve any problem as efficiently as possible. Failure to supply photographic evidence 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 rather than the whole item.