Refund policy

Returns & Refunds

At Ren’s Toy Co. we want you to be completely happy with your order. If something isn’t quite right, please get in touch and we’ll be happy to help.

This policy applies to purchases made through our website and is in addition to your statutory rights under UK consumer law.

Your Right to Cancel

If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason. The items must still have their protective cellophane wrapping sealed, still intact and undamaged. 

After telling us that you wish to cancel, you must return the goods to us within a further 14 days.

Once the returned goods have been received, or you have provided evidence that they have been returned, we will process your refund within the timeframe required by law.

Refunds will normally be made using the original payment method.

Where you are exercising your statutory cancellation right, we will refund the standard delivery charge you paid for the original order. If you selected a more expensive delivery option, we are only required to refund the cost of the cheapest standard delivery option available.

Condition of Returned Items

You are responsible for taking reasonable care of goods while they are in your possession.

You may handle and inspect an item to the extent that would reasonably be allowed in a shop.

If an item has been handled or used beyond what is reasonably necessary to establish its nature, characteristics and functionality, we may be entitled to make a deduction from your refund to reflect any resulting reduction in value, where permitted by law.

Sealed Packaging

Some of our products may be supplied in protective cellophane or other sealed packaging.

If you are considering returning an item under your statutory cancellation rights, we recommend keeping any protective packaging intact until you have decided that you wish to keep the item.

Where an applicable legal exception applies to a particular product because it has been unsealed after delivery, the statutory right to cancel will not apply once the seal has been broken.

However, this does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

Faulty, Damaged or Incorrect Items

Your statutory rights are not affected by this returns policy.

If your item arrives damaged, faulty, defective or different from what you ordered, please contact us as soon as possible with your order number and, where possible, photographs showing the issue.

Depending on the circumstances and your legal rights, we will either offer a replacement, refund or suitable discount to reflect this.

Please contact us before returning a faulty or damaged item so that we can provide the appropriate return instructions.

Change of Mind Returns

For eligible online purchases, you may exercise your statutory 14-day cancellation right if you have simply changed your mind, subject to the legal conditions and exceptions that apply.

Unless the item is faulty, damaged or incorrect, the cost of returning an unwanted item is normally the customer’s responsibility.

We recommend using a tracked delivery service when returning an item, as Ren’s Toy Co. cannot be responsible for goods that are lost or damaged while being returned to us.

Items That Cannot Be Returned

Certain goods may be excluded from the statutory cancellation right where a specific legal exception applies.

Where such an exception applies, this will be made clear to you before purchase where required.

Our returns restrictions will never affect your statutory rights in relation to goods that are faulty, damaged, misdescribed or otherwise fail to meet the requirements of UK consumer law.

How to Request a Return

To request a return or exercise your right to cancel, please contact us with:

● Your name

● Order number

● The item(s) you wish to return

● The reason for your return, if applicable

Please contact us before sending anything back so that we can provide the appropriate return instructions.

Refunds

Once your return has been received, or you have provided appropriate evidence that it has been returned, we will process your refund in accordance with your statutory rights.

Refunds will normally be made to the original payment method.

If a returned item shows signs of handling beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund where permitted by law.

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where goods are faulty, not as described, not fit for purpose or otherwise fail to meet the requirements of the law, you may have additional rights and remedies.

If you have any questions about returning an item, please contact Ren’s Toy Co. before sending your order back info@renstoyco.co.uk