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SMYTHS Help Centre - Returns

Returns

Online Returns

In Store Returns

Tablets and Game Console Returns Policy

Returns FAQs

Online Returns

Returning an Unwanted Item

If you wish to return an unwanted item, you may do so, once you notify us within 28 days of receipt of the order via the online contact us form.  The item must be unused, in it's original condition and packaging with all materials, manuals and accessories intact. Please note that it is your responsibility to return this item in protective packaging and you are responsible for return postage costs. You must also ensure that you quote your order reference (WSU) number on this return. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.

Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Refunds will be applied to the credit card that was used to purchase the item. 

We will be in touch as soon as we are notified of the return.

We can't offer refunds or exchanges, unless faulty or not as described, on the following items

  • Nursery items, for hygiene reasons
  • computer or games software where the seal has been broken

This does not affect your statutory rights.

Cooling Off Period

There is a cooling off period of 7 days during which you have the right to cancel your order. You must provide notice of cancellation through the online contact form or by telephone call no later than 7 days after the receipt of goods. We will refund in full granted the order is returned in its original condition. You will be liable for the cost of returning the goods and must ensure that it is returned in protective packaging. If you are returning the full order, under the cooling off period any initial shipping charges you already incurred will be refunded.

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Returning a Damaged or Faulty Item

Damaged Transit

If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form. Where the damage is not noticeable until you open your parcel, after you have signed for delivery, then you must notify us within 48 hours via our online contact us form. We will then advise on how best to proceed. Please check all contents on receipt of your order.

We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

Faulty Item

In the unlikely event that you receive a faulty item you may return this item to us in accordance with your statutory rights. This item will be inspected and if it is deemed faulty then we will issue a suitable form of redress (replacement / repair/ refund) which is at our discretion. We will provide you with a free returns label for this faulty item. If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund and this item will be returned to the customer. Please notify us via our online contact us form so we can advise how best to proceed.

Before returning please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.

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Returning a Large Bulky Item

Return an Unwanted Large Bulky Item

For the purposes of this returns policy, "large bulky item" means any item that is over 45kg, e.g. a 13ft trampoline or large outdoor playhouse. The following applies should you wish to return a large item:

Our 14-day returns guarantee

If you are unhappy with your large item, you may return it to us within 14 days of the date of delivery. The item must be in its original condition, with all packaging materials, manuals and accessories intact. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements. You are responsible to pay the cost of returning the goods and must ensure that it is returned in protective packaging.

If you would like to return the item please notify us of this return via our online contact us form.

If your item is damaged or faulty please click here.

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In Store Returns

In Store Returns

We are happy to exchange or refund merchandise items if returned within 28 days of purchase, provided the goods are unused, unopened and in original packaging and accompanied by a valid Smyth’s Toys receipt.

Please note the following in relation to In Store Returns

Your Receipt

Your receipt is your proof of purchase and your warranty.

28 Day Returns Policy

If your return does not meet the requirements of our 28 day returns policy, the decision to accept the return is at the discretion of the Store Manager. We are unable reverse the Store Manager’s decision.

Manufacturing Faults

 If you believe your product has has a fault, then you can return this within a reasonable timeframe to your local store with your Smyths Toys receipt, where an assistant will be happy to inspect and offer a repair or replacment. If the fault present is deemed to be a non-manufacturing fault (due to accidental damage or mis-use) then we are unable offer you with a replacement or a refund.

Software and Nursery Products

For some Software and Nursery product integrity and hygiene reasons we are unable accept a return if it has been opened. Software and Nursery warranty will be explained to you at the point of sale. Therefore our returns policy does not extend to our Software Zone and Nursery items and it will be the managers decision on each individual case.

Forms of Redress

The acceptable forms of redress are a Repair, Replacement or a Refund. The choice of the form of redress is the retailers.

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Tablets and Game Console Returns Policy

Useful Tips

1. Most issues regarding set up and performance can be resolved over the phone in the comfort of your own home, by contacting the supplier helplines below

  • Meep –UK/Ireland: 00 44 (0) 871 222 1966.
  • Nintendo DS/3DS , Wii/Wii U – UK/Ireland: 00 44 (0)845 60 50 247.
  • Nabi - UK/Ireland: 00 44 (0) 844 856 9760 Email: nabicares@nabitablet.co.uk.
  • X Box 360/One - UK: http://support.xbox.com/en-gb Ireland : http://support.xbox.com/en-IE.
  • Wikipad – UK/Ireland: 00 44 (0)2890 430475 / 00 44 (0)2890 430468.
  • PS3/PS4 /PS Vita - UK: 0844 736 0595 Ireland : 0818 365065.
  • Samsung – UK: 0330 7267864 Ireland: 0818 717 100.
  • Leapfrog Leapad – UK/Ireland: 00 44 (0)1702 200 244 Email: support@leapfrog.com

2. If you are still struggling, your local store manager will be able to find the email address or phone number you need.

3. Please can you make sure that you check your items carefully before they are used or installed, for example, all our tablets will require WIFI. A broadband dongle will not work.

4. We also recommend that you keep your receipt, as you will need it as proof of purchase in the event of any after sales query.

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If there is a fault and it's outside of 28 days

1.    If a tablet is faulty and is outside of 28 days, then you will need to contact the supplier helpline directly and arrange repair.
2.    Please note, if we refer you to the product manufacturer or repair agent for service or repair, this is because they are our agents for the products and have been chosen because they are best placed to help our customers with product queries.
3.    For all tablets and game consoles, please can you ensure that you hold onto all packaging, as any products which are found to be faulty but as missing any component accessories including the box will not be eligible for return.
4.    If the product has been deemed to be faulty due to customer damage, for example a crack screen, damaged charging port through force or other physical damage to the unit, then the product cannot be returned. Please refer to the helpline above where you can arrange a repair with the manufacturer. Please note that charges will general apply for this repair.

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If there is a fault and it's within 28 days

1.    Most issues regarding set up and performance can be resolved over the phone in the comfort of your own home, by contacting the supplier helplines listed.
2.    You can bring it into the store where we will need to confirm the fault. If there is no fault confirmed, unfortunately we cannot take back the products.
3.    For all tablet and game consoles, please can you ensure that you hold onto all packaging, as any products which are found to be faulty but are missing any of the component accessories including the box will not eligible for return.

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If there is a fault and you do not have any proof of purchase

1.    Due to the face these products are sold in multiple retailers, we cannot accept products that do not have a valid proof of purchase Proof of purchases can be a valid receipt, or an online sale invoice.
2.    If the product has been deemed to be faulty due to customer damage, for example a crack screen, damaged charging port through force or other physical damage to the unit, then the product cannot be returned. Please refer to the helplines listed above where you can arrange a repair with the manufacturer. Please note that charges will general apply for this repair.
3.    For all tablets and game consoles, please can you ensure that you hold onto all packaging, as any products which are found to be faulty but as missing any component accessories including the box will not be eligible for return.

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If a customer changes their mind

1.    Please note that we can only accept tablets/game consoles within 14 days of purchase, and products must be in their original unopened packaging
2.    We can only accept returns and exchanged with a valid proof of purchase. This can be a sales receipt or an online sales invoice. We will not accept products back that do not have proof of purchase.
3.    We cannot accept unwanted items that have been opened or have been used. Opened games cannot be returned.

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If you have purchased online

1.    If you have ordered online, you have a right to cancel you order within 7 working days or receiving your good. Please note that this does not apply to audio/video recording or software that have been opened, Returns made where you have changed you mind, will be at your own cost.
2.    Please refer to customers helplines listed for any download issues
3.    If you are experiencing any fault with the product, please follow the guidelines listed with regard to our returns policy.
4.    For all tablets and game consoles please cane you ensure that you hold onto all packaging, as any products which are found to be faulty but are missing any of the component accessories including the box will not be eligible for return.
This does not affect your statutory rights.

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Returns FAQs

Do I have to pay to return my online order?

Yes you will be liable for the cost of returning unwanted goods and must ensure that they are returned in protective packaging. We will only accept unused goods that are returned in their original condition. Please note that we are unable to except certain goods due to hygience reasons. Please contact us if you are unsure or require any further information.

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Can I return a product I purchased online in-store?

Yes, you may return a product you purchased online to your local store. If you wish to return a product to your local store you must:

  • Bring a copy of your order dispatch note as proof of purchase
  • If you require a refund you must bring the credit card which payment was made on so the store can process the refund
  • If unwanted, the product must be unused, unopened and in original packaging
  • If the product is damaged or faulty then this will be inspected in store

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Can I return an item I purchased in store?

Yes we are happy to exchange or refund merchandise items if returned within one month of purchase (28 days), provided the goods are unused, unopened and in original packaging and accompanied by a valid Smyths Toys receipt. Please note some exclusions apply. The return will be at the discretion of the store manager 

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What if I purchase the item more than a month ago?

The decision to accept the return is at the discretion of the Store Manager.

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