Returns Information

Tillyrootoys.co.uk‎ aims to always provide high quality goods. Returns are governed by these terms & conditions.

If you receive goods which do not match those that you ordered, you should contact us within 14 calendar days to arrange return or discuss alternative approaches. We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), we will issue replacement goods at no additional cost to you.

If goods are agreed by us to be faulty, You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. We are fully responsible for refunding shipment costs for returned faulty/incorrect items.  Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 7 days and in any event no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded. 

If goods are damaged in transit and the damage is apparent on delivery, you should refuse delivery on that basis. The parcel will be returned to us. If the damage is not noticeable on delivery, please contact us as soon as the damage becomes apparent. To return the damaged goods, please contact us within 14 calendar days. We are fully responsible for refunding shipping costs. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

If any goods you have purchased have faults when they are delivered to you, you should contact us within 14 calendar days for return instructions. You will be given the option to have the goods replaced or to be refunded through the payment method used by you when purchasing the goods. Replacements will be issued upon our receipt of the returned goods. Refunds will be issued within 14 working days and in any event no later than 30 calendar days after receipt of the returned goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

If any goods you have purchased develop faults within 6 months of delivery, you may be entitled to a refund but not a replacement. In order to arrange for such a refund you should contact us within the 14 calendar days period for details on how to return. We will assess the goods and alleged faults upon receipt and if we conclude (at our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of mistreatment by you (deliberate, negligent or otherwise), we will issue a refund to the payment method used when placing the order.

If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the goods have been delivered to you and is not applicable to personalised goods. If the goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform us within 14 calendar days of receipt. Goods must be returned to us within 14 calendar days of the day on which you inform us that you wish to return the goods. You are responsible for paying return shipment costs if goods are returned for this reason. Refunds will be issued within 14 working days and in any event no later than 14 calendar days after you inform us that you wish to cancel under this provision and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded. 

Tillyrootoys.co.uk may not be able to accept returns under the cooling off period of the following types of goods and/or taking into account the following circumstances:

  •  Goods made to your specifications or that have been personalised;
  • Goods which are liable to deteriorate or expire rapidly;
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items;

TRACS Toy Store‎ comply with a 6 month warranty period, unless proof of no fault at receipt of delivery.

Cost and arrangement of faulty goods - TRACS Toy Store‎ will arrange for the return of confirmed faulty goods. This can be charged to the user if proved not faulty on point of return.

After 6 months - users must prove fault and TRACS Toy Store must agree to repair/replace at our discretion. TRACS Toy Store is not responsible for return of faulty goods after 6 months.