Refund policy
At DW TOYS LIMITED, we want every order to arrive safely and provide a great experience for children and families. If you are not completely satisfied with your purchase, please review the policy below for information about returns, refunds, damaged items, and exchanges.
DW TOYS LIMITED
Company Number: 09946336
Address: 8 Howards Close, South Molton, Devon, England, EX36 4JT
Email: support@dwtoyslimited.shop
Website: dwtoyslimited.shop
This policy applies to orders placed through our online store. Nothing in this policy affects your statutory rights under applicable consumer law.
1. 30-Day Return Window
We offer a 30-day return period for eligible products.
If you change your mind about a purchase, you may request a return within 30 days of receiving your order, subject to the conditions below and any applicable statutory cancellation rights.
To be eligible for a return:
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The item should be unused and in resalable condition.
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The product should be returned with its original packaging where reasonably possible.
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All accessories, components, instructions, and included parts should be returned with the product.
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The item must not have been damaged through misuse, improper handling, or normal wear after delivery.
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Proof of purchase, such as your order number or receipt, may be required.
Certain products may be excluded from return where permitted by law, including items that cannot reasonably be returned for hygiene or safety reasons once opened, or products that have been personalised or made specifically to a customer's requirements.
2. How to Request a Return
To start a return, please contact our customer support team at:
Please include:
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Your order number
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The name of the product
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The reason for the return
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Any relevant photographs, where applicable
Our team will review your request and provide the appropriate return instructions.
Please do not send an item back without contacting us first, as this may delay the processing of your return.
3. Damaged, Defective, or Incorrect Items
We take care when preparing orders, but if your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible.
Where possible, please contact us within 48 hours of delivery and provide photographs or other information showing the issue. This helps us investigate the problem and resolve it quickly.
Depending on the circumstances, we may offer:
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A replacement product
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Replacement parts or missing components
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A refund
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Another appropriate remedy in accordance with your legal rights
If an item is faulty or does not match the description, your statutory consumer rights may apply regardless of the 48-hour reporting period.
4. Missing Parts or Components
If a toy, game, or other product arrives with missing components, please contact us at:
Please provide your order number and details of the missing part. Where possible, we will work with you to provide a replacement component or another suitable solution.
5. Exchanges
We may offer exchanges where appropriate, particularly when:
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The wrong product was sent
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The product arrived damaged
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The product is defective
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Components are missing
Exchanges are subject to product availability.
If the requested replacement is unavailable, we will work with you to determine an appropriate alternative or refund, subject to your legal rights.
6. Return Shipping
For a change-of-mind return, the customer may be responsible for the cost of returning the item, unless otherwise stated or required by applicable law.
If the item is faulty, damaged on arrival, incorrect, or otherwise not as described, DW TOYS LIMITED will arrange an appropriate remedy in accordance with applicable consumer law.
Return instructions will be provided by our support team when your return request is approved.
7. No Restocking Fees
DW TOYS LIMITED does not charge restocking fees for eligible returns.
Customers will not be charged an additional restocking fee simply for returning an eligible product.
8. Refund Process
Once a returned item has been received and, where appropriate, inspected, we will process the refund or other agreed remedy.
If a refund is approved:
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The refund will normally be issued to the original payment method.
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We aim to process approved refunds within 5–7 business days.
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Your bank or payment provider may require additional time for the funds to appear in your account.
The timing of refunds may vary depending on the payment method and financial institution.
Where a refund is required under applicable consumer law, we will process it in accordance with the applicable legal requirements.
9. Discounts & Promotions
If a discount code, promotional offer, or sale price was not applied at the time of purchase, we generally cannot apply it retrospectively to an existing order.
Promotional terms may vary between offers. Any specific conditions applying to a promotion will be displayed at the time the offer is made.
A refund of an order will normally take into account the actual amount paid for the returned product.
10. Products Returned in Unsuitable Condition
We reserve the right to assess returned products before approving a voluntary return.
Where a product has been damaged, altered, misused, or returned in a condition that goes beyond what is reasonably necessary to inspect and handle the product, this may affect the amount of any refund where permitted by law.
This does not affect your statutory rights regarding faulty, defective, incorrectly supplied, or misdescribed products.
11. Customer Support
If you have any questions about a return, refund, replacement, or your order, our customer support team is happy to assist.
DW TOYS LIMITED
Address: 8 Howards Close, South Molton, Devon, England, EX36 4JT
Email: support@dwtoyslimited.shop
Website: dwtoyslimited.shop
We aim to make the return process straightforward and provide a positive shopping experience for every DW TOYS LIMITED customer.