Playmobil 9275 City Life Tiny Paws Pet Hotel

Unwanted items 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Your return must be in a re-sellable condition. It should be unused, unopened, in its original condition and packaging. 

To start a return, you can contact us help@toycastle.com with the Toy Castle receipt or Order number, your name and address within 30 days of receiving the item. We will check the email and approve the refund once the item reaches our warehouse. Our refund confirmation email will include the address to which you will have to send the product.  

Once we receive the product in our warehouse, we will check the product's condition and issue a complete refund within 7 days to the original payment method.

Customer is liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than our stated requirements above, we reserve the right to refuse redress.

Note: You should receive your refund notification within 7 working days after your parcel has been returned. If you have not received any notification of your refund within 5 working days, please contact us.

You can always contact us for any return question at help@toycastle.com

LEGO

If your LEGO set is missing pieces, please contact LEGO directly, and they will send you the missing piece(s) as soon as possible.

LEGO can be called on 00800 5346 5555 or contacted via their website. If you would like to order the parts online, please click here and follow the simple steps.

Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will get the missing part(s) as promptly as possible.

Damages and issues

We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged, please refuse the delivery. 

If you receive a faulty item in the unlikely event, you may return this item to us following your statutory rights.

Please send an email to help@toycastle.com with the faulty products' photos, Toy Castle receipt or Order number, Your name and address within 7 days of receiving the item.

Toy Castle approves the return request and sends you the warehouse address to return the item. In some cases, if the product is completely damaged on transit, will inform you to destroy it without sending it back.

Once the product arrives at our warehouse, will inspect it, and if confirmed as faulty, we will issue a suitable form of redress (replacement/repair/refund).

If an item is not deemed faulty following inspection, we cannot offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer's cost.

In a dispute, the item will be retained for 30 days from the date of notification to the customer that no fault has been found. After this specified time, we may destroy the item where the cost of re-shipping the item to the customer has not received.

Exceptions / non-returnable items

We do not accept opened box and used items for returns. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.