Returns, refunds & cancellations

In short

• Changed your mind? You can cancel an online order at any time up to 14 days after the day you receive it. Just tell us.
• After telling us, you have a further 14 days to send the items back or bring them to the shop.
• We refund the price of the items and the standard delivery charge you paid, within 14 days of getting the items back (or proof that you've sent them).
• Faulty, damaged or not as described? That is different, and your rights are stronger. Tell us and we'll put it right at no cost to you.

Changing your mind: your right to cancel

When you order from this website you are buying at a distance, so the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel without giving a reason. This applies whether you chose delivery or Click & Collect.

The cancellation period starts when you place your order and ends 14 days after the day on which you, or someone you asked to receive it for you, take possession of the goods. If one order arrives in more than one parcel, the 14 days run from the day you receive the last one.

You only need to tell us within that time. You don't need to have sent the items back by then.

How to cancel

Tell us clearly that you want to cancel, before the cancellation period ends. Quoting your order number (it starts TBX- and is in your confirmation email) helps us find your order quickly. You can:

• email toyboxross@gmail.com
• call 01989 565322
• write to or call in at Toybox Ross, 15 Broad Street, Ross-on-Wye, HR9 7EA
• use the cancellation form below, although you don't have to

If you cancel by email or post, you have cancelled in time as long as you send your message before the period ends. We'll confirm by email that we've received your cancellation.

If you cancel before we've sent your order or before you've collected it, we'll simply stop the order and refund you.

Sending things back

Send the items back to us, or hand them in at the shop, without undue delay and no later than 14 days after the day you told us you were cancelling. You've met the deadline if you post them before the 14 days are up.

• Bringing them to the shop is free. If you post them, you pay the cost of returning them. We recommend a service that gives you proof of postage.
• Please include your order number so we know whose parcel it is.
• Look after the items while you have them. You can open the box and inspect a toy as you would in a shop. If its value is reduced because it has been handled more than that (for example it has been played with, built, or its sealed contents have been used), we may reduce your refund to reflect the loss in value.

Your refund

• We refund the price you paid for the items you return. If you cancel your whole order we also refund the standard delivery charge you paid (£4.99). If you keep part of an order, the delivery charge is not refunded.
• We make the refund without undue delay and no later than 14 days after the day we receive the items back or, if earlier, the day you give us evidence that you have sent them. If you cancel before anything was sent or collected, we refund within 14 days of the day you told us.
• Refunds go back to the card or payment method you paid with. We never charge a fee for a refund.

When the right to cancel doesn't apply

The law sets out a small number of exceptions. Those that can be relevant to what we sell are:

• goods that were sealed for health-protection or hygiene reasons, if you have unsealed them after delivery
• sealed audio, video or computer software, if you have unsealed it after delivery
• goods made to your own specification or clearly personalised
• goods which, after delivery, have by their nature become inseparably mixed with other items

These exceptions only affect change-of-mind cancellations. They never affect your rights if an item is faulty or not as described.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, what we sell you must be as described, of satisfactory quality and fit for purpose. If it isn't, please tell us as soon as you can, with your order number and, if possible, a photo. You won't have to pay to return a faulty or wrongly supplied item.

• Within 30 days of receiving it, you can reject a faulty item and have a full refund.
• After 30 days, you can ask us to repair or replace it. If that isn't possible or doesn't work, you can ask for a price reduction or reject the item for a refund.
• If a fault appears within six months, it is assumed to have been there when you received the item unless we can show otherwise. Your rights can last for up to six years (five years in Scotland), although what is reasonable depends on the product and how long it should last.

If a parcel arrives damaged, or something is missing or not what you ordered, get in touch and we'll sort it out.

Bought in the shop

The 14-day right to cancel above is for orders placed on this website. For things bought over the counter, your rights if an item is faulty are exactly the same; for anything else, bring the item and your receipt to the shop and we'll be glad to help.

Cancellation form

You can copy this into an email or letter if you find it helpful. You don't have to use it: any clear statement that you want to cancel is enough.

If something isn't right

Please talk to us first: most things can be put right quickly. Our complaints process is on the Contact page. For free, independent advice about your consumer rights you can contact Citizens Advice (or Advice Direct Scotland, or Consumerline in Northern Ireland).