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Refund Policy

Refund Policy

We are happy to exchange or refund goods if returned within 14 days of purchase and provided that they remain unused, unopened, in their original condition and packaging with all materials, manuals and accessories intact. All return items must be accompanied by a valid Toyloco online receipt or the despatch confirmation email including your order reference number.


Online returns

Returning an Unwanted Item
If you wish to return an unwanted item, you may do so, once you notify us within 14 days of receipt of the order via the online Contact US form. We will be in touch as soon as we are notified of the return. The item must be unused, in its original condition and packaging with all materials, manuals and accessories intact. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs. You must also ensure that you quote your order reference number on the return. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.

Details of how to return an item to us are also outlined on the Despatch Docket included in your delivered package.

Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Refunds will be applied to the credit card that was used to purchase the item.

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

Nursery items, for hygiene reasons

Bubble Liquids, as it can be mixed with anything dangerous

This does not affect your statutory rights.

 

Cooling Off Period
There is a cooling off period of 5 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 7 days after the receipt of goods through one of the following mediums:

online contact form

by telephone call.

We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being return, the original delivery charge will continue to apply. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.

Returning Incorrect Items
Upon delivery, it is the customer's responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. If you receive an item, which differs in description, please ensure that you check inside the box to confirm that the correct items are not inside the box.

For help and advice on what to do should you receive an incorrect item, please see our Returns FAQs here.

Where you have received the incorrect items, we will ask you to post back the incorrect items within 7 days of the correct item being delivered (you will be reimbursed for the postage cost). Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).

 

Returning a Damaged or Faulty Item

Damaged in Transit
We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via routine Royal Mail, which cannot be refused, then you must notify us within 48 hours via our online contact us form. We will then advise on how best to proceed. Please check all contents on receipt of your order.

We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

Faulty Item
In the unlikely event that you receive a faulty item you may return this item to us in accordance with your statutory rights. This item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement / repair / refund), which is at our discretion.

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We are happy to return such items to the customer at the customer's cost. In Dispute we will retain items for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

Suggest that before you return an item as faulty, please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.