Toy Zone – Refund Policy

At Toy Zone, we want every customer to be happy with their purchase. This Refund Policy explains how refunds, returns, and exchanges work when the customer shops with us.

By making a purchase from our website, the customer agrees to the terms set out below.

1. Change of Mind Returns

1.1 If the customer changes their mind after receiving an order, we offer a 7-day return period from the date the goods are delivered.

1.2 To qualify for a refund:

• The item must be unused, unopened, and in its original packaging.

• The product must be in re-saleable condition.

• Proof of purchase (order number or receipt) must be provided.

1.3 Returns received after the 7-day period may not be accepted unless agreed in writing by us.

1.4 The cost of returning the item is the responsibility of the customer, unless the item is faulty or incorrect (see Section 3).

2. How to Return an Item

2.1 To arrange a return, the customer should contact us within 7 days of receiving the order by email or phone.

2.2 Once we confirm eligibility, the customer should post the item to the address provided by our customer service team.

2.3 It is recommended that the customer uses a tracked postal service, as we cannot be responsible for items lost or damaged during return shipping.

2.4 Once the returned item is received and inspected, we will process the refund within 27 working days. Refunds will be made to the same payment method originally used.

3. Faulty, Damaged, or Incorrect Items

3.1 If the customer receives a product that is faulty, damaged, or not as described, we will replace or refund it in accordance with the Consumer Rights Act 2015.

3.2 The customer must contact us within a reasonable time after receiving the order and provide:

• Order number

• Description of the issue

• Photo evidence of the fault or damage (if applicable)

3.3 If the product needs to be returned, we will provide a prepaid return label or refund the cost of return postage.

3.4 After inspection, if the item is found to be faulty, the customer may choose either a replacement or a full refund.

4. Items Not Eligible for Refund

The following items cannot be returned or refunded (unless faulty):

• Products that have been opened or used

• Items not in their original packaging

• Clearance, sale, or discounted items marked as “non-returnable”

• Personalized or special-order products

5. Refund Processing

5.1 Once we receive and inspect the returned goods, we will issue a refund using the same payment method used for the original purchase.

5.2 Refunds may take up to 27 working days to appear in the customer’s account, depending on the payment provider.

5.3 If the customer paid using a gift card or store credit, the refund will be reissued as store credit.

6. Late or Missing Refunds

If the customer has not received a refund after 27 working days:

1. Check with the bank or card provider (as processing times vary).

2. If still not received, contact us at shop@toyzone.com for assistance.

7. Exchanges

7.1 We can offer exchanges for the same product (if available) or a product of equal value.
7.2 Exchanges are subject to stock availability. If the requested product is unavailable, a refund will be issued instead.

8. Contact Information

If the customer has questions about returns or refunds, please contact:

Toy Zone
33 The Broadway
Southall
UB1 1JY
📞 07307 346240
📧 shop@toyzone.com