Cancellations & Returns

Cancellations

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 at any time up to 14 calendar days after the day on which you receive the goods or services you ordered.

You can notify us of your wish to cancel by completing the cancellation form  on our website. Alternatively you can 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 the order was placed/received. We will contact you to confirm we have received your notification of cancellation.

If we have dispatched the goods, before you cancel your contract, 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 include the delivery note provided in your original parcel and send to: Orchard Toys Ltd., Chestnut Drive, Wymondham, Norfolk NR18 9SB.

If you cancel your contract 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. If we have not dispatched the goods, before you cancel the contract, we will process your refund within 14 calendar days of receiving your cancellation notification.

We will refund the price paid for the goods and the original 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.

You have a legal obligation to take reasonable care of the goods whilst in your possession. Goods must be returned in their original condition.

Damaged, Defective or Incorrect Item

If goods have been damaged in transit, are defective or do not match your order please contact our customer services team at returns@orchardtoys.com or call 01953 859520 who will advise you on how to return the goods. Please ensure when returning goods that you include the original delivery note provided in your parcel.

Once we have received the goods we will examine them and will notify you if you are entitled to a refund within a reasonable period of time. Where goods are damaged, defective or incorrect you will receive a full refund of the price paid for the goods, the original delivery charge and the cost of returning the goods to us. When processing a refund for damaged, defective or incorrect goods, we will refund the original method of payment.

Any refund or replacement will be processed within 14 days after the day on which we receive the goods.

Please ensure goods are returned securely. Orchard Toys Ltd. cannot be held liable for items which do not reach us.

Made in Britain
Lost your instructions?
Missing a piece?
Dog

© 2018 Orchard Toys

Ecommerce solution by Etail Systems

Registered in England and Wales No. 1460458 Registered Office: Cawley House, Canal Street, Nottingham, NG1 7HR

--> ;