Refund policy

Consumer Rights

At Toucan Toys Ltd, we are committed to providing high-quality products and excellent customer service. Your statutory rights under UK consumer law are not affected by our policies.

Your Right to Cancel

If you purchase products online, you generally have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.

To exercise your right to cancel, please contact us within 14 days of delivery. Once your cancellation has been confirmed, you should return the goods to us within a further 14 days.

Items must be returned unused, in their original condition and, where possible, in their original packaging.

Please note that you are responsible for the cost of returning unwanted items unless the goods are faulty or we have made an error with your order.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible and include your order number together with photographs where appropriate.

We will work with you to resolve the issue promptly by offering a replacement, repair (where appropriate), or refund in accordance with your rights under the Consumer Rights Act 2015.

Refunds

Once returned goods have been received and inspected, eligible refunds will be processed to your original payment method. Refunds are usually processed within 14 days of receiving the returned item or evidence that it has been returned.

Original delivery charges will be refunded where required by law.