At Air tooys, we want every child (and parent) to be happy with their purchase. However, we understand that sometimes an item may not be quite right. This policy explains how you can return items and how refunds are processed when you shop with us.
Returns Window
You have 30 calendar days from the date your order is delivered to initiate a return.
Conditions for a Return
To be eligible for a return, the item must meet the following criteria:
· The toy must be unused and in the same condition as when you received it.
· It must be in its original packaging wherever possible (the box or wrapping is part of the product's value).
· All accessories, manuals, or free gifts that came with the item must be included.
Please note that items returned in a damaged or unsellable condition may not be eligible for a full refund and may be subject to a restocking fee or rejection.
Non-Returnable Items
Due to the nature of certain products, we cannot accept returns for:
· Gift cards.
· Clearance or final sale items (these are clearly marked at the time of purchase).
· Products that have been opened where hygiene or safety is a concern, unless they are faulty.
If you are uncertain whether your item qualifies for a return, please contact us before sending it back.
How to Start a Return
To request a return, please contact our customer service team with the following details:
· Your order number.
· The name of the toy you wish to return.
· The reason for the return (e.g., changed mind, duplicate gift).
Contact Us:
· Email: contact@airtooys.com
· Phone: +44 115 932 5733
Once your return request is approved, we will provide you with the return shipping address and any specific instructions you need to follow.
Return Shipping Costs
· Changed mind? If you are returning an item because you no longer want it, you are responsible for the cost of return shipping.
· Faulty or incorrect item? If you are returning an item because it arrived damaged, defective, or we sent you the wrong toy, we will cover the reasonable return shipping costs. Please contact us first to arrange this.
We highly recommend using a tracked and insured shipping service for returns. We cannot be held responsible for items that are lost or damaged in transit while being returned to us.
Damaged, Defective, or Incorrect Items
We take great care in packing your toys, but mistakes can happen. If your order arrives and:
· The item is damaged or broken.
· The item is faulty.
· You received the wrong item.
Please contact us immediately (within 48 hours of delivery) with photos of the issue if possible. We will review the situation and arrange a replacement or full refund, including any original shipping costs, as quickly as possible.
Refund Processing
Once we receive your returned item at our Ilkeston facility, we will inspect it to ensure it meets the return conditions above.
· Approval: If the return is approved, we will automatically issue a refund to the original payment method (credit card, debit card, etc.).
· Timing: The refund will be processed promptly. However, please allow 5-10 business days for the refund to appear on your statement, as processing times vary between banks and payment providers.
If your return is rejected due to the item not being in resalable condition, we will contact you to arrange for the item to be sent back to you (at your cost).
Exchanges
If you would like to exchange an item for a different toy or size, the fastest way is to return the original item following the process above. Once the return is accepted, please place a new order for the desired item on our website. This ensures you get the new toy as quickly as possible.
Late or Missing Refunds
If you have been notified that your refund was approved but you have not received the money yet:
1. Double-check your bank account or credit card statement.
2. Contact your payment provider (bank or credit card company), as there is often a processing delay between their systems.
3. If you still need assistance, please reply to your refund approval email or contact us at contact@airtooys.com.
Your Statutory Rights
Nothing in this policy affects your legal rights under UK consumer law. This policy provides benefits that are in addition to your statutory rights as a consumer.
Contact Information
For any questions regarding returns or refunds, please reach out to us:
Store name and brand : Air tooys
Domain name : airtooys.com
Address : Air Tooys 38–44 South St, Ilkeston, DE7 5QJ, United Kingdom
Telephone : +44 115 932 5733
Email : contact@airtooys.com
