Unwanted items (Changed mind or Wrong item sent)
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.
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 see the refund process below.
Please send an email to firstname.lastname@example.org 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.
If the products never arrived.
If the product never arrived in the stipulated time mentioned on our website, we will take necessary actions to check with the courier company to deliver it. If its never deliver in any case, we will refund the full amount.
We warrant to you that any Product purchased from us through our site will, on delivery and for the following twelve (12) months, conform in all material respects with its description, be of satisfactory quality, and be reasonably fit for all the purposes for which products of that kind are commonly supplied provided that said Product has been used in accordance with the manufacturers usage instructions.
We will return the full payment if the product is not
For collecting your refund, you need to return your product back to our warehouse. To start the process, you can contact us email@example.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 firstname.lastname@example.org
Refund Payment Method.
Your item(s) are refunded using the payment method you used to place your order. We are not able to refund through any other payment option. We will make the refund as soon as possible, but this may take up to 7 working days for the payment to get to your account due to bank processes and procedures.
Refund Processing Time.
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.
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.
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.