Returns & Refunds Policy
You have 30 days after delivery of your order to return an item*. After 30 days of delivery of your order, we will no longer accept returns.
*Exceptions apply, see exceptions below.
Return conditions
Make sure your item meets all our return conditions :
- In perfect and resalable condition
- Was never assembled, fully or partially (applies on all items that require assembly)
- In its original packaging. No returns will be allowed in a different packaging and the packaging must be in the same condition it was received.
- Includes all original parts.
- Your return needs to be sent within the given time frame. Once we authorize your return, we will confirm a timeframe in which your return must be sent to us.
Good-to-know info
- You must organize shipping and cover the return shipping costs for your item.
- If you paid delivery charges at the time of purchase, original shipping fees are not refundable.
- If you took advantage of a free shipping offer at the time of purchase, a restocking fee of 20% + tax will be deducted from your refund.
- We are free to accept or refuse a return if it does not comply with all of our return conditions.
- In the event of a non-compliant return, your item will be returned to you at your expense OR 50% of the item value will be refunded to you in the form of a store credit OR your item will be donated to a local charity and 25% of the item value will be refunded.
How to return or exchange
- Make sure that your return meets all our return conditions mentioned above.
- Please contact us at sales@ealingtoys.com to express your return request.
- Our customer experience team will review your return request and confirm its approval by email. We will send you a confirmation by email along with precise return instructions.
- As we take extra precautions to keep our team and customers safe, it will take us longer than usual to process your return. Please allow up to 20 open days for us to receive, quarantine, inspect and process your return. We appreciate your patience during this time.
- Refunds will provided within 3 working days of receipt of your returned item back to your original payment method.
Exceptions - Items that cannot be returned
- Items sold as a pre-order
- Items sold with a 50% discount or more
Policy for Products received with Damage or Defect or Missing Part resolutions
Depending on the nature of the damage or defect, we will offer you one of the following resolutions, at our discretion:
- One or more replacement part(s)
- Replacement item
- Store-credit compensation
If instead you wish to return your item in full, you may do so in accordance with our Return policy.
How to initiate a Damage or Defect or Missing Part claim
- Make sure that your Damage or Defect or Missing Part claim is covered by reading this policy and the exclusions.
- Within 30 days of delivery of your item.
- Make sure you attach clear pictures or videos of the defect or damage, and clearly identify the number(s) of the part(s) that display the issue (refer to assembly instructions if necessary).
- Our customer experience team will review your Damage or Defect or Missing Part claim and confirm if it is approved by email. Please know that we may require additional information to process your claim.
- If your claim is approved, we will suggest the applicable possible resolutions, at our discretion.
Exclusions to this Policy
We will not be able to process your claim if your item :
Was delivered more than 30 days ago. If your order was delivered more than 30 days ago, we cannot process your claim. It is therefore very important to inspect your package upon delivery.
Note: We do not accept items sent back to us without prior request for return, and please do not easily return the goods to the address on the shipping bill, otherwise it will affect your return processing.
Please feel free to contact us at sales@ealingtoys.com to resolve any return issues.
