Cancellations & Returns

Cancellations & Returns

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you place an order online or by phone as a consumer, you have the right to cancel your order within 14 calendar days of receiving your goods.

 

Cancelling Your Order

To cancel your order, complete the cancellation form on our website or contact our Customer Services team on 01953 859520 or at returns@orchardtoys.com. Please provide your name, order number, address, telephone number, and the date your order was placed or received. We will confirm receipt of your cancellation request.

 

If your order has already been dispatched, you must return the goods within 14 days of notifying us of your cancellation. Please include the original delivery note and send the items to:

 

Orchard Toys Ltd.

Chestnut Drive

Wymondham

Norfolk

NR18 9SB

 

You are responsible for taking reasonable care of the goods while they are in your possession. Items must be returned unused, undamaged, and in their original packaging. Handling should be limited to what is reasonably necessary to inspect the goods, as you would in a shop. Please ensure returns are packaged securely, as we cannot be responsible for items lost in transit.

 

Refunds

Orders Cancelled Before Dispatch

 

If you cancel after dispatch, we will refund the cost of the returned goods and the standard outbound delivery charge within 14 days of receiving the goods back, or earlier if you provide proof of return. If only part of an order is cancelled, the original delivery charge will not be refunded. Return postage costs are the customer's responsibility.  A deduction may be made from the refund if the value of the goods returned is reduced due to damage caused by excessive handling or improper return packaging.

 

Orders Cancelled After Dispatch

 

If you cancel after dispatch, we will refund the cost of the returned goods and the standard outbound delivery charge within 14 days of receiving the goods back, or earlier if you provide proof of return. If only part of an order is cancelled, the original delivery charge will not be refunded. Return postage costs are the customer's responsibility.

 

Damaged, Defective or Incorrect Items

 

If your goods arrive damaged, are faulty, or do not match your order, please contact Customer Services on 01953 859520 or email returns@orchardtoys.com with your name, address, telephone number, order number, and details of the issue. Where goods are damaged, defective, or incorrect, we will refund the affected items and the original delivery charge unless a replacement is provided. If a return is required, we will arrange this at no cost to you. Replacement items will be sent free of charge.