Customer Return Policy (Not Including Damage)
Should a customer who has bought a product wish to return it as it is not required, we are happy to take it back but the following conditions apply:
(a) The request must be made within 7 working days of receiving the delivery.
(b) There is a return charge of £18.00 for the first parcel and £6.00 for each subsequent parcel, within the UK Mainland (additional costs for outside this area are available separately), up to 25 kilos. For heavier items please contact the Twoey Toys office. This amount also includes the cost of the cardboard for re-packaging the product.
(c) In addition there is a re-stocking charge of £20.00 per item. This cost is to cover the cost of Administration and Inspection. This amount also includes the labour cost for re-packing the product.
(d) The goods should be packed in the original packaging and must arrive back in a condition in which they may be re-sold as new.
(e) Any damage to the product on its return must be paid for unless transport damage can be proven and the cost borne by the courier.
(f) A date on which our courier will arrive to pick up the goods will be agreed. Should our courier arrive on the agreed date and the goods are not available for collection then an aborted collection charge will be taken off any credit that is raised. This amount will be £13.00.
(g) Credit notes will be raised when the product has arrived back undamaged. Where damage has occurred, a credit note will only be raised when agreement has been reached on who is liable for this damage and the cost involved.
(h) The company will not credit the cost of the original delivery of £5.50 for the first parcel and £3.50 for each subsequent parcel for UK mainland deliveries.
(i) Please note that the above costs are subject to VAT at the standard rate.
At all stages of this process customers will be kept informed.