Refund and Return Policy

Welcome to My Old Toy Box. We are committed to providing every customer with high quality toys and a satisfying shopping experience. If you receive a damaged, defective, or incorrect toy, we will provide you with reasonable returns, exchanges, and refunds according to the following policy.

1. Your Statutory Rights

Your purchase is protected by UK consumer law. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason. You then have a further 14 days to return the goods to us. We will issue a full refund including the cost of standard delivery within 14 days of receiving the returned goods or evidence of you sending them back.

Under the Consumer Rights Act 2015:

- If your goods are faulty, you have the right to a full refund within 30 days of delivery.

- If a fault develops after 30 days but within 6 months, you have the right to a repair or replacement. If this is not possible, you have the right to a full or partial refund.

- If a fault develops after 6 months, you may still be entitled to a repair, replacement, or partial refund, but you may need to demonstrate the fault was present at the time of delivery.

2. Eligibility For Returns And Exchanges

We accept returns and exchanges for toys in the following situations:

- Received a damaged, broken, or defective toy (during delivery)

- Received the wrong item or a toy that does not match your order

- The toy itself has a factory quality issue

3. Return And Exchange Conditions And Non Returnable Items

Return and Exchange Conditions

- All returned toys must be unused, unwashed, unassembled, and in brand new condition.

- Original packaging, box, labels, accessories, and instructions must be complete and undamaged.

- Toys must not have obvious scratches, stains, or signs of use.

Non Returnable Items

- Toys that have been used, assembled, damaged by human error, or missing original packaging and accessories.

- Toys at clearance, on sale, or for final sale.

- Customized or personalized toys that cannot be resold.

4. Return and Exchange Deadline

All return and exchange requests must be submitted within 30 calendar days from the date you receive your toy order. Requests submitted after this period will not be accepted.

5. Return Process

1. Please contact our customer service first, explaining the reason for the return and providing photos of the product.

2. Await our confirmation and return instructions.

3. Send the toy back to our designated return address: 15 Smithfield Market, Winetavern Street, Belfast, BT1 1JE, United Kingdom

4. After receiving and inspecting your returned item, we will arrange a refund or exchange for you.

6. Exchange Process

1. Please contact customer service within 30 days of receiving the toy, explaining that you need to exchange it.

2. Please confirm the style, model, and availability of the new toy with us.

3. Please send the toy that meets the return conditions to our return address: 15 Smithfield Market, Winetavern Street, Belfast, BT1 1JE, United Kingdom

4. After receiving and verifying the returned item, we will arrange to send a replacement item as soon as possible.

7. Refund Process

After receiving, inspecting, and confirming that your returned toy meets the return conditions:

- We will process your refund within 3-5 business days.

- The refund will be returned to your original payment account.

- Refunds typically arrive within 5-10 business days.

- The exact arrival time depends on the processing rules of your bank or card issuer, which is beyond our control.

8. Return Shipping Costs

- If the return is due to our fault: damaged goods, wrong item sent, quality issue, we will cover the return shipping costs.

- If the return is due to personal reasons: such as dislike, unsuitable style, mistaken purchase, etc., the return shipping costs will be borne by the customer.

- We do not accept collect on delivery (COD) packages; any COD packages will be refused.

9. Order Cancellation

If you wish to cancel your order before shipment, please contact us immediately. We will cancel your order and issue a full refund without any additional handling fees.

Once a toy order has been shipped, it cannot be cancelled; you must follow our standard return and refund process.