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We are happy to exchange or refund goods if returned within 28 days of purchase and provided that they remain unused, unopened, in their original condition and packaging with all materials, manuals and accessories intact. All returns must be accompanied by a valid Smyths Toys receipt or, for online returns, your despatch confirmation email including your order reference (UK000/IE000) number.
Returning a Damaged or Faulty Item
Damaged in Transit
We strive to ensure all your purchases reach you in perfect condition. 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 here. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via routine An Post / Royal Mail which cannot be refused, then you must notify us within 48 hours via our online contact us form here. 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. For help and advice on what to do if your items are damaged in transit, please see our Returns FAQs here.
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 confirmed as faulty then we will issue a suitable form of redress (replacement / repair / refund).
If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We are happy to return such items to the customer at the customer's cost. In Dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.
For help and advice on what to do where you believe an item to be faulty, please see our Returns FAQs here. We suggest that before you return an item as faulty, please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.
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 or email us at firstname.lastname@example.org. We will be in touch as soon as we are notified of the return. The item must be unused, in its 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 (UK000/IE000) number on the 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. Please see Refunds here for further details.
You may also return goods purchased online to your local store provided you have a copy of your despatch confirmation email.
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
This does not affect your statutory rights. For more information and advice on how to return an item, please see our Returns FAQs here.
There is a cooling off period of 14 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 14 days after the receipt of goods through one of the following mediums:
We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being returned, the original delivery charge will continue to apply. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.
Upon delivery, it is the customer's responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.
Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. If you receive an item which differs in description please ensure that you check inside the box to confirm that the correct items are not inside the box. For help and advice on what to do should you receive an incorrect item, please see our Returns FAQs here.
Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).
Returning a 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.
If you are unhappy with your large item, you may return it to us within 28 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.
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, in original packaging with all materials, manuals and accessories intact and accompanied by a valid Smyth's Toys receipt.
Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse a refund.
Items paid for in-store and delivered to the customer’s home address should be returned to your local store in the event that an exchange or refund is required, in line with our instore returns policy.
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.
If you believe your product 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, once the item is deemed to have a genuine manufacturing fault, offer a repair or replacement. 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 & Nursery Products
We cannot offer refunds or exchanges, unless faulty or not as described, on the following items:
This does not affect your statutory rights. Please see our tablets and games console FAQs here for useful tips and help on how to address set up, performance and other issues you may encounter.
The acceptable forms of redress for any Return whether online or in store are a Repair, Replacement or a Refund.
If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece/s as soon as possible.
LEGO can be called on 00800 5346 5555 or contacted via their website http://service.lego.com/en-gb/contactus. If you would like to order the parts online, please use the following link and follow the 7 simple steps. https://service.lego.com/en-gb/replacementparts#BasicInfo
Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part/s as promptly as possible.
We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries in a satisfactory conclusion. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform. You can raise a complaint by following this link.