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I need to return an item
If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact customer service.
The vast majority of orders at The Toy Wagon are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return. This page sets out the process and our related policies.
The item I received is not the item I ordered
Provided the item is incorrect and is returned to us at your cost, unopened and in mint condition, we’ll either supply the correct item or provide a full refund, at our discretion. To receive your replacement or refund you must send an image of the product you have received as well as your order number and then our customer services team will assess your claim and then inform you of the process for your refund or replacement within 1-2 business days of confirmation, and assuming your claim is correct. If the Supplier refunds the purchase price it will also refund your reasonable return freight costs too as proven by you.
The item I ordered was damaged in transit
In the unlikely event your item was damaged between leaving The Toy Wagon and arriving at your delivery address, please send us immediate photographic evidence of the damage along with your order number for our assessment. We may ask you to return the item at your cost, for further assessment by the Supplier. We or the Supplier will then make a decision as to whether you will receive a full refund or replacement. Much will depend on the evidence as to whether the damage occurred before or during transit to you, or whether the product is otherwise faulty. If the Supplier refunds the purchase price it will also refund your reasonable return freight costs too as proven by you.
The item I ordered arrived faulty or didn’t work as intended
Please arrange with The Toy Wagon to return the item at your cost for testing. Images may also be required. If we confirm that the item was damaged before being dispatched to you, or was faulty out of the box, your item will be repaired or replaced by the Supplier free of charge. A refund may also be offered in some circumstances but at the Supplier’s discretion. If the Supplier decides to refund the purchase price it will refund your reasonable return freight costs too as proven by you.
The item I ordered did not arrive
If your item did not arrive, the first thing to do is to contact the customer service team at The Toy Wagon and they will request a “track and trace” on your item for you.
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the Supplier and the courier on your behalf.
Regrettably, neither The Toy Wagon nor the courier are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property as confirmed by the courier company. If you are concerned about leaving your items un-attended we recommend using the “signature required” option that is presented in the Checkout, and even then, delivery is at your risk.
I've changed my mind and no longer want the item I ordered
Change of mind returns can be processed as long as the item is unopened, is in mint condition, and is returned at your cost within 14 (fourteen) days. Please contact the customer service team at The Toy Wagon in the first instance with your order number and relevant Product code details. Once the item is returned it will be assessed and if everything checks out OK you will receive an account credit for the value of the relevant item as purchased by you, to spend at The Toy Wagon.
I've had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items that occur within a reasonable time period for the relevant item. Where appropriate, we are also happy to work with the Supplier on your behalf or provide you with the contact information for the right people to speak to. Full order number details, products codes, images and a detailed description of the fault will first be required from you.
The above policy is not intended to negate or over-ride any right or remedy under any applicable law which you may have and which we are not permitted to amend or negate. If you have any questions please contact us at email@example.com