Refund and Returns Policy

If you change your mind, you can send it back. If something is faulty or arrives damaged, we will put it right. This page says how, and what the timescales are.

Changing your mind

You have a legal right to cancel within 14 days of the day you receive the goods, without giving any reason. We give you 30 days instead, which is longer than the law requires.

To cancel, tell us before the period ends - by email to [email protected], by phone on 01843 604448, or by using the cancellation form below. A clear statement that you are cancelling is enough; you do not have to use the form.

Once you have told us, we book the collection - please have the goods ready, unused and in their original packaging. Return postage is on us, where the law would let us ask you to pay for a change-of-mind return. If you miss the collection we have arranged, the cost of arranging another one is yours.

Getting your money back

We refund within 14 days of the day you tell us you are cancelling. Because we collect the goods rather than asking you to send them, we do not wait for them to reach us first. Refunds go to the payment method you used.

The refund includes the standard outbound delivery charge you paid. If you chose a faster or more expensive delivery than our standard one, we refund the standard rate.

We may reduce a refund if the goods have been handled more than was necessary to establish what they are and whether they work - the same handling you would have given them in a shop.

If it arrives damaged

Please tell us at [email protected] or on 01843 604448 as soon as you can, and within 7 days if possible, so we can raise it with the courier while the evidence is fresh. Telling us later does not remove any of your rights below.

If the goods are delivered by courier and the damage is visible, it helps a great deal if you write on the courier's paperwork that the goods arrived damaged.

We will issue a return authorisation number and tell you how to send it back. Return postage for damaged, faulty or wrongly described goods is on us.

If it is faulty

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a right to reject them within 30 days of delivery and get a full refund. After 30 days you are entitled to a repair or a replacement, and to a refund if that cannot be done within a reasonable time.

These rights are in addition to the cancellation right above, and nothing on this page affects them.

Things we cannot take back

The right to cancel does not apply to goods that have been sealed for health or hygiene reasons and unsealed after delivery, or to goods made to your specification. Nothing here removes your rights if the item is faulty.

Cancellation form

You do not have to use this. Copy it into an email or a letter if it is easier than writing your own.

• To Robbie Toys Ltd, 1 The Lane, Manston, Ramsgate CT12 5EZ
• I hereby give notice that I cancel my contract of sale of the following goods:
• Ordered on / received on:
• Order number:
• Your name and address:
• Your signature (only if sending this on paper), and the date