Refund policy

Returns policy

We recommend using Recorded or Special Delivery when returning products since Imagination Toys Ltd. and the supplier will not be responsible for products lost or damaged in transit. Postage will be refunded only if products are faulty or an error has been made on the part of the supplier or Imagination Toys Ltd.

Imagination Toys Ltd comply with the distant selling regulations, however we reserve the right to deduct a re-stocking fee (up to 25%) of the original cost purchase price for items that are returned and that we cannot resell as 'new'. This can include but is not exclusive to:

- Items returned in damaged / ripped packaging
- Items returned in non-original packaging
- Items returned incomplete
- Items returned due to lack of delivery access

It is the senders responsibility to make sure the returned item is correctly and sufficiently packed to prevent damage in transit.

You must inform us of any damage prior to the return. Any claim for damage, not notified before the return, will be judged to have occurred during the return transit, and thus will be the responsibility of the sender / senders courier service.

  1. Introduction

1.1    We understand that from time to time you may wish to return a product to us.

1.2    We have created this policy to enable you to return products to us in appropriate circumstances.

1.3    This policy shall apply to all of our customers, irrespective of their geographical location.

1.4    This policy shall apply to all orders submitted through our website.

1.5    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

  1. Returns

2.1    If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)    we receive the returned product within 30 days following the date of dispatch of the product to you;

(b)    the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c)    you comply with the procedure set out in this policy in relation to the return of the product; and

(d)    none of the exclusions set out in this policy apply.

  1. Returns procedure

3.1    In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2    Products returned under this policy must be sent by Royal Mail Signed For delivery, or another signed for service to the address provided with your returns authorisation, and NOT the address listed on this website.

3.3    You will be responsible for paying postage costs associated with returns under this policy.

  1. Exclusions

4.1    The following types of product may not be returned under this policy:

(a)     any product made to your specification;

(b)    any product made to order;

(c)    any product personalised or adapted for you; or

(d)     gift vouchers

(e)     any special order items advertised as Special Order.

  1. Refunds

5.1    We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2    We will refund to you the cost of standard delivery charges relating to the original shipment of the product to you.

5.3    We will NOT refund to you the cost of delivery charges relating to the return of the product, unless it was originally sent to you in error or was received by you damaged.

5.4    We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5    We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

5.6    The value of any refund will NOT exceed the value of the item in question.

5.7    Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question as above.

  1. Improper returns

6.1    If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)    we will not refund the purchase price or exchange the product;

(b)    we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)    if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  1. Our details

7.1    This website is owned and operated by Imagination Toys Ltd.

7.2  We are registered in England and Wales under registration number 15822028, and our registered office is at 128 City Road, London, EC1V 2NX, UNITED KINGDOM.

7.3  You can contact us (please DO NOT use for returns):

(a)    by post, to
Imagination Toys
Whitfield Business Hub,
184-200 Pensby Road,
Heswall, Wirral, Merseyside,
CH60 7RJ;

(b)    using our website contact form;

(c)    by telephone, on 0151 542 5091 or

(d)    by email, using info@imaginationtoys.co.uk

Last updated: 07/07/2024