Refund policy

Returns and Refunds Policy

We want every customer to feel confident when they order from us. Everything we send out is checked by hand before dispatch, so items leave our workshop in perfect condition. This policy explains how returns work and what your rights are as a UK customer.

Your right to cancel

If you buy from us online, you have the legal right to cancel your order for any reason. You must let us know within 14 days of receiving your delivery. Once you’ve told us, you then have a further 14 days to return the item.

Condition of returned items

To receive a full refund, items must be returned in the same condition they arrived. That means unused, unopened, and still in their original packaging. Toys that have been opened or handled in a way that affects resale value won’t qualify for a full refund.

Refusing delivery

If you decide you don’t want the order, you can refuse the parcel when it arrives. The courier will return it to us unopened. Once it gets back to us and we confirm everything is still sealed and undamaged, we’ll issue your refund.

If you change your mind

If you’ve already accepted the parcel but decide you no longer want the item, you can still return it within the cancellation window. You’ll need to cover the return postage. Use a tracked service so you have proof of return. We’ll process your refund within 14 days of receiving the item.

Opened or used items

If the packaging has been opened, we’ll assess the item and grade its resale condition. The refund will fall between 80% and 10% of the original price depending on that grading. Items that cannot be resold may not qualify for a refund.

Damage in transit

If something arrives damaged, contact us within 7 days. We’ll need clear photos of both the shipping box and the item as you received them. Once we review the photos, we’ll confirm the next steps. Please don’t return anything until we’ve agreed on the process.

Faulty items or items not as described

You have strong protections under the Consumer Rights Act 2015.
For the first 30 days after delivery, if an item is faulty or not as described, you can reject it and receive a full refund.

Refund timeframes

Once we receive your return, or proof that you’ve sent it, we’ll issue your refund within 14 days. Standard delivery charges will be refunded, but optional services like express delivery won’t be refunded unless the service failed.

Your statutory rights

Nothing in this policy removes or limits the rights you are entitled to under UK law. These rights apply automatically alongside anything stated here.