Cancellations & Returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the “Regulations”), if you are contracting with us as a consumer either online or by phone, you have the right to cancel your contract (order) at any time up to 14 calendar days after the day on which you received the goods.

 

Your right to cancel

If you’ve changed your mind you can notify us of your wish to cancel your order by completing the order cancellation form on our website. Alternatively contact our Customer Services team on 01953 859520 or email returns@orchardtoys.com with your full name, order number, address, telephone number and the date on which your order was placed/received. We will contact you to confirm we have received notification of your wish to cancel.

If we have dispatched your goods you must return them, no later than 14 days after the day on which you confirmed your wish to cancel, in order to receive a refund. Please return the goods, with the original delivery note to: Orchard Toys Ltd., Chestnut Drive, Wymondham, Norfolk NR18 9SB.

You have a legal obligation to take reasonable care of the goods whilst in your possession. Goods must be returned in their original packaging, undamaged and unused, in order for us to be unable to process your refund. Handling should not be beyond what is necessary to establish the nature, characteristics and functioning of the goods and should not go beyond the sort of handling that might reasonably be allowed in a shop. Please ensure goods are returned securely as we cannot be held liable for returned items which do not reach us.

 

Your right to a refund

If you notify us of your wish to cancel your order before we have despatched the goods we will refund the price paid for the goods and the original delivery charge, within 14 calendar days of receiving your notification, to the original payment method.

If you cancel your order, after we have despatched your goods, we will refund the original method of payment, within 14 calendar days after the day on which we receive the goods or, if earlier, the day on which we receive evidence that the goods have been returned. We will refund the price paid for the goods being returned and the outbound delivery charge, based on standard delivery. If only part of the order is cancelled the outbound delivery charge will not be refunded. We will not refund the cost of returning the goods to us.

 

Damaged, Defective or Incorrect Item

If your goods have been damaged in transit, are defective or do not match your order please contact our customer services team by emailing returns@orchardtoys.com or call 01953 859520 with your name, address, telephone number and order number together with details of the issue and goods affected. If the goods received are damaged, defective or do not match your order we will refund the original delivery charge and the price paid for the goods affected unless a replacement is provided. Our customer services team will provide you with details on how to return the affected goods if required, you will not be expected to cover the cost of the return. If a replacement is required you will not be charged for the outbound postage.