Returns Policy
Unwanted Items Purchased Online
Returning unwanted items
Simply return your unwanted item within 28 days of receipt unused, unopened, in its original condition and packaging, your return must be in a re-sellable condition.
All returns must be accompanied by a valid Alotoys receipt or, for online returns, your dispatch confirmation email including your order reference number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging. Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse redress.
Refunds
Once the item is received back to the warehouse it will be checked and granted it meets our return policy conditions we will then offer a refund for this item. Refunds will be applied to the payment method that was used to purchase the item.
Returning a Damaged or Faulty Item Purchased Online
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. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered then you must notify us within 48 hours via our online contact us. 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.
Please contact us within a reasonable timeframe of receipt of the item to arrange a FREE return if your item was home delivered. In all cases, 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 will 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.
Returning Incorrect Items
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. 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).
Forms of Redress
The acceptable forms of redress for any Return whether online or in store are a Repair, Replacement or a Refund.