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 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. For example, if you receive the goods on a Thursday, you have 14 days from Friday to return your order to us.

If you have made a purchase through our website or over the telephone and have paid for delivery but wish to cancel your order you are entitled to a refund on the outbound delivery charge originally paid. Please note that the delivery charge refund will be the equivalent value of standard delivery.

If the goods have been delivered the cost of returning them to us is your responsibility unless the product is damaged, faulty, or does not match the order.

You have a legal obligation to take reasonable care of the goods whilst in your possession. 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.

To cancel a contract in accordance with your legal right to do so, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the order cancellation form on our website. We will e-mail you to confirm we have received your cancellation.

Alternatively, you can contact our Customer Services team on 01953 859520 or e-mail us at returns@orchardtoys.com with your full name, order number, address and the date on which the order was placed/received.

Once you have informed us that you wish to cancel your order, if your goods have been delivered, please follow the returns procedure for cancelled goods.

Returns Policy

This returns policy is specific to online and telephone purchases only.
We will only refund the outbound delivery charge for sending the product to you if:

• the product is damaged, faulty, or does not match your order
• you exercise your right to cancel your order within 14 calendar days after the day on which you received the goods

We will only refund the basic delivery cost, so if you opted for enhanced service e.g. next day delivery, we will only refund the basic delivery cost unless the products is damaged, faulty, or does not match your order.

Please note this only applies to the cancellation of the complete order; a return of part of your order will not result in the delivery charge being refunded.

The direct cost of returning the goods sits with you unless the product is damaged, faulty, or does not match the order.

Returns Procedure for Cancelled Goods

Please return the goods, in accordance with our Returns Policy, without undue delay and in any event no later than 14 days after the day on which you confirmed your wish to cancel to Orchard Toys, Chestnut Drive, Wymondham Business Park, Wymondham, Norfolk NR18 9SB to receive a full refund.

Please ensure that you enclose a note stating your order number, full name, address and telephone number. Your order number can be found on your despatch note or in your email order confirmation.

When processing a refund for cancelled goods, we will refund the original method of payment and you will receive an email confirming the refund amount. Your refund will be processed within 14 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.

Please ensure that any items to be sent back are returned securely. Orchard Toys Ltd. cannot be held liable for returned items which do not reach us.

Returns Procedure for Damaged, Defective or Incorrect Item

If an item has been damaged in transit, is defective or does not match your order please contact returns@orchardtoys.com or call us on 01953 859520.

We may ask you to return the item to us, if so we will pay your return postage. We will also pay the postage to send out a replacement item if required.

If you are asked to return the item please ensure that you enclose a note stating your order number, full name, address and telephone number. Your order number can be found on your despatch note or in your email order confirmation.

When processing a refund for damaged, defective or incorrect goods, we will refund the original method of payment and you will receive an email confirming the refund amount.

Your refund or replacement will be processed within 14 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.

Please ensure that any items to be sent back are returned securely. Orchard Toys Ltd. cannot be held liable for returned items which do not reach us.

Made in Britain
Lost your instructions?
Missing a piece?
--> ;