Returns Procedure and Refund Policy
We hope you will be pleased with any of our products bought from us.
However, if goods you have ordered are not suitable or if you have changed your mind about your purchase, contact us within 7 days after receiving the goods. We will then arrange a refund after you have returned the goods, less the carriage charge we initially charged.
Please check the items upon receipt. If you think something is not right with the ordered goods, contact us as soon as possible, not later than 7 days after receiving the goods.
Items should be returned within 10 working days (21 days for Christmas period) and in original, unused condition and, where applicable, in unopened not-damaged packaging (see below for Self-Assembly & DIY kits).
When you decide to return an item, never return it without any prior notice and/or our approval with instructions, avoiding the risk of it getting lost or being refused - in simple terms: we or our supplier need to know something is on its way.
Returned items are only refunded or exchanged after they have been received by us.
If we find that the returned product is not in fully resaleable condition, we reserve the right not to issue a refund on the item, or deduct up to 80% of the original purchase price from the refund amount, depending on the condition of the returned item.
We reserve the right to apply a 25% re-stock fee where items have been returned as unwanted gifts or as being unsuitable by eg schools, theater companies, film studios etc.
Postage costs of returning or replacing unwanted goods are the sender's responsibility.
Please be aware that goods cannot be replaced immediately when out of stock and that, especially around Christmas, replacements might not arrive in time.
Special Orders, made-to-order or bespoke products and Video & Audio items are exempt from our returns policy and cannot be returned as unwanted items, unless they prove to be faulty or damaged.
If you receive something damaged, please notify us as soon as possible and we will try to find a solution. We can replace the item, or part of the item (eg a broken marble), very quickly, provided it is in stock.
Self-Assembly & DIY kits: Lay out and check all parts. If you suspect something is not right with the contents, please contact us for assistance and please do not proceed assembling the item. Half- or fully finished self-assembly products can only be returned in original unmarked condition including all unmarked parts and instructions.
We will only refund basic postal costs of returning faulty or incorrect items. For example second class post or Standard Parcel for heavier and/or larger items (up to 4KG and/or up to 1.5 meters). Ask for a proof of postage at the Post Office counter and retain this until we confirm safe receipt of your parcel. If you decide to return items by 'Recorded Delivery' we will not refund the extra costs.
Goods clearly damaged in the Post need to be returned as soon as possible to arrange a claim on your behalf.
Items not returned within 28 days after notifying us, will not be subject to a refund, unless a specific arrangement has been made, confirmed by email.
Please note that our goods are inspected before dispatch and should arrive in fine working order. You may return a broken toy to us for inspection, but if it is clear that the damage has been caused by improper handling, we will reject any claims and all costs involved are at your expense.
Wooden Toys Information: Wood is a natural product and toys & games made from wood may show some its character. Knots, indentations, woodgrain may show on wooden surfaces. This is inevitable with a natural product like wood. Do not expect a wooden toy to have the 'perfect' finish of a plastic toy.
Wooden Toys and Games can easily be damaged if dropped or roughly handled.
Wooden Toys cannot be handled in the same way as plastic toys, which some children might not be used to.
As with most children's toys, it is not possible to give a warranty for any length of time. Especially wooden toys can be easily damaged by being stepped upon, thrown around or dropped. Children need to learn that a wooden toy is not a plastic thing, which might survive mis-treatment. We therefore cannot accept any liability in case a toy gets broken or damaged by improper handling.
Tin Toys Information: Small surface scratches, surface oxidation and paintwork touch-ups of collectible tinplate toys (especially robots) are quite common. The way these type of toys roll off the assembly line is frequently the cause of small blemishes, which may be touched up by a worker before the product leaves the toy factory. The quality of the finish is beyond our control and we cannot accept requests for refunds including postage costs for this reason.
Overview:
Please read our Terms & Conditions - guided by the distance selling regulations.
We have to give you the return address for returning goods; items sent to us without any prior mutual arrangement can be refused.
Please use our contact form when you have a query about returning items, or phone us.
When you return items by Royal Mail, insist that the Post Office sends it the most economical way and ask for a Proof of Postage.
Please do not return items without our approval and never send any items without the correct return address details and specific instructions.
If items are returned without the correct return address details being asked for, we accept no responsibility for items 'lost in the post' |
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