Returns & Refunds Policy
Last updated: 16 September 2026
At Toy Kingdom, we want you to be happy with your purchase. If you've changed your mind or there's a problem with your order, please read our returns and refunds policy below.
Nothing in this policy affects your statutory rights.
1. Changed Your Mind?
If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, subject to certain exceptions.
If you wish to cancel and return an eligible item, please contact us within 14 days of receiving your order.
Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.
Please contact:
Email: toykingdom26.sales@gmail.com
Please include your:
Name
Order number
Item(s) you wish to return
Reason for the return, if you would like to provide one
You do not have to give a reason when exercising a statutory cancellation right.
2. Condition of Returned Items
If you're returning an item because you've changed your mind, please take reasonable care of it while it is in your possession.
Where possible, please return the product with its original packaging, accessories, instructions and other included items.
You may inspect an item as you reasonably would in a shop. However, if the item's value has been reduced because it has been handled more than necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from the refund as permitted by law.
3. Return Postage for Change-of-Mind Returns
Unless we state otherwise, customers are responsible for the direct cost of returning an unwanted item when exercising their cancellation rights, provided we informed you of this before purchase.
We recommend using a tracked or otherwise appropriate postal service and keeping your proof of postage until your return has been completed.
Please package returned products securely to reduce the risk of damage during transit.
4. Faulty, Damaged or Incorrect Items
If your item arrives damaged, is faulty, is not as described, or you receive the wrong item, please contact us as soon as possible.
Please provide your order number and details of the problem. We may also ask you to provide photographs where appropriate so that we can understand the issue.
Where goods do not meet the standards required by UK consumer law, you may have statutory rights to a repair, replacement, price reduction or refund depending on the circumstances and how long you have had the goods.
Where we are responsible for providing a remedy for faulty, damaged or incorrectly supplied goods, we will handle reasonable return arrangements or costs as required by law.
5. Refunds
For eligible change-of-mind cancellations, we will issue the refund in accordance with your statutory rights after receiving the returned goods or receiving evidence that you have sent them back, whichever occurs first where applicable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
For a cancellation covered by UK consumer cancellation rights, the refund will include the price paid for the returned goods and, where legally required, the cost of the least expensive standard delivery option that we offered.
If you selected a more expensive delivery service, such as express or upgraded delivery, we are not required to refund the additional amount above our standard delivery charge.
Your bank or payment provider may take additional time to show the refund in your account after it has been processed.
6. Items That May Not Be Eligible for Change-of-Mind Returns
Certain products may be excluded from the statutory right to cancel where an exemption under consumer law applies.
Examples can include:
Goods made to your specifications or clearly personalised
Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed
Other products specifically exempt from cancellation rights under applicable law
This does not remove your statutory rights where an item is faulty, damaged or not as described.
7. Toys, Collectibles & Packaging
Some of our products may be sold as toys, collectibles or packaged items.
If you are returning an item because you have changed your mind, please avoid unnecessarily opening, damaging or disposing of packaging where doing so would reduce the value of the product beyond what is reasonably necessary to inspect it.
For collectible products in particular, packaging may form an important part of the item's value. Any deduction from a refund will only be made where permitted by applicable consumer law.
8. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
We will try to cancel the order before dispatch, but we cannot guarantee that we will receive or process the request before the parcel has been sent.
If the order has already been dispatched, you may need to follow the normal returns process.
9. Refusing or Failing to Collect a Delivery
Please contact us if you experience a problem receiving your parcel.
If a parcel is returned to us because delivery could not be completed or it was not collected, we will contact you where appropriate regarding the available options.
Any deductions or additional delivery charges will only be applied where permitted by law and appropriate to the circumstances.
10. International Returns
If you are returning an order from outside the UK, please contact us before sending the item back so that we can provide appropriate return instructions.
Unless the item is faulty, damaged, incorrectly supplied, or applicable law provides otherwise, you may be responsible for the cost of returning the item.
Customers are responsible for correctly completing any necessary customs documentation when returning an international order.
Your rights may also vary depending on the laws applicable in your country.
11. How to Start a Return
To request a return, contact:
Toy Kingdom
Email: toykingdom26.sales@gmail.com
Please provide your name and order number so we can locate your purchase.
Please do not return an item until you have contacted us and received the appropriate return instructions.
12. Your Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights you have under applicable consumer law.
UK consumers have legal rights concerning goods that are faulty, not as described or not of satisfactory quality.
For further information about your consumer rights, you can visit the UK Government or Citizens Advice websites.