Refund policy
Returns and Refund Policy
This Returns and Refund Policy applies to purchases made through Thiago's Toys, referred to in this policy as “we”, “us” or “our”.
Email: didishubli@gmail.com
Nothing in this policy limits or excludes any rights that customers have under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Your right to cancel an online order
When purchasing goods online as a consumer, you normally have the right to cancel your order without providing a reason.
You must notify us that you wish to cancel within 14 days beginning on the day after you receive the goods.
After notifying us of your cancellation, you must return the goods to us without undue delay and no later than 14 days after the date on which you informed us of your decision to cancel.
To exercise your right to cancel, email us at didishubli@gmail.com and include:
- your full name;
- your order number;
- the product you wish to return; and
- a clear statement confirming that you wish to cancel the order.
Sending us a return request does not mean that we will collect the product. Unless we agree otherwise in writing, you are responsible for arranging its return.
2. Change-of-mind return postage
Where you cancel because you have changed your mind and the product is not faulty, damaged or misdescribed, you are responsible for arranging and paying the direct cost of returning the product to us.
We do not provide prepaid return labels for change-of-mind returns, and we will not reimburse your return postage or packaging costs.
Please do not send a return to any other address shown on the parcel, packaging, courier label or website unless we have expressly instructed you to do so in writing.
3. Proof of return
You are responsible for ensuring that the returned product is properly packaged and sent using an appropriate delivery service.
We strongly recommend that you:
- use a tracked or recorded delivery service;
- retain your receipt and tracking information; and
- obtain proof of postage showing our return address.
For change-of-mind returns, we may withhold your refund until:
- we receive the returned goods; or
- you provide satisfactory evidence that you have sent the goods back,
whichever occurs first.
If you do not return the goods and do not provide valid evidence that they were sent back, we will not issue the refund, except where applicable law requires otherwise.
We are not responsible for return parcels that are sent to an incorrect address or without adequate postage. Your legal rights are not affected where you have valid evidence that the goods were correctly returned to the address specified by us.
4. Condition of returned products
You may inspect a product only to the extent reasonably necessary to establish its nature, characteristics and functionality, in the same way that you would normally examine it in a physical shop.
Returned products should, where reasonably possible, include:
- all original components and accessories;
- instructions and documentation;
- promotional items supplied with the order; and
- the original packaging.
You remain responsible for the product while it is in your possession and while arranging its return.
We may reduce your refund to reflect any loss in the product’s value caused by handling beyond what was reasonably necessary to inspect it. Any deduction will be reasonable and based on the actual reduction in value.
Opening packaging will not automatically prevent a return unless the product falls within a lawful return exception, including certain sealed hygiene products.
5. Refunds for cancelled orders
When a valid cancellation is made, we will refund:
- the amount paid for the returned product; and
- the cost of our least expensive standard delivery option, where the entire order is cancelled and a delivery charge was paid.
We are not required to refund:
- the cost of returning a change-of-mind purchase to us;
- any additional amount paid for express, premium or upgraded delivery above the cost of our standard delivery option; or
- any reduction in value caused by excessive handling, where permitted by law.
Where only part of an order is returned, the original delivery charge may not be refundable if that charge would have been payable for the products the customer keeps.
Refunds will be made using the same payment method used for the original transaction unless you expressly agree to another method.
We will process the refund without undue delay and no later than 14 days after the date on which:
- we receive the returned goods; or
- you provide satisfactory evidence that you sent them back,
whichever occurs first.
The time taken for the refund to appear in your account after processing may depend on your bank or payment provider.
6. Products that cannot be returned following a change of mind
The statutory right to cancel may not apply to certain products, including, where applicable:
- products made to your specifications or clearly personalised;
- products that are liable to deteriorate or expire rapidly;
- sealed products that are unsuitable for return for health-protection or hygiene reasons once unsealed;
- sealed audio, video or computer-software products once unsealed;
- goods that have become inseparably mixed with other items after delivery; and
- any other product excluded from cancellation rights by applicable law.
An exception to change-of-mind cancellation rights does not remove your legal rights where a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
7. Faulty, damaged or misdescribed products
Please inspect your order as soon as reasonably possible after delivery.
Contact us promptly at didishubli@gmail.com if a product:
- arrives damaged;
- is faulty;
- is not as described;
- is not of satisfactory quality;
- is not fit for its stated or agreed purpose; or
- is not the product you ordered.
Please provide your order number, a description of the problem and, where reasonably possible, photographs or video showing the issue. We may ask for this information to assess the claim, but we will not impose unreasonable evidence requirements or remove your statutory rights.
Where goods fail to comply with the Consumer Rights Act 2015, you may be entitled to remedies including a refund, repair or replacement, depending on the circumstances and when the problem is reported.
Where you validly reject faulty, damaged or misdescribed goods, we will bear the reasonable cost of returning them. You should contact us before arranging the return so that we can provide suitable instructions or agree a reasonable return method.
We will not reimburse unnecessarily expensive return methods where a suitable and less expensive method was reasonably available, unless the method was agreed with us in advance.
Nothing in this section applies where damage has been caused by misuse, accident, unauthorised alteration, failure to follow instructions, normal wear and tear, or another cause for which we are not legally responsible.
8. Incorrect products
If we send you the wrong product, contact us at didishubli@gmail.com
We will arrange an appropriate return method or reimburse reasonable return costs agreed with us. You will not be required to pay the return costs for a product supplied because of our error.
9. Refused and uncollected deliveries
Refusing delivery or failing to collect a parcel does not necessarily constitute valid notice of cancellation.
You should notify us clearly if you wish to cancel your order.
Where an order is returned to us because:
- an incorrect or incomplete delivery address was provided;
- delivery was refused without valid cancellation notice;
- the customer failed to collect the parcel; or
- delivery could not be completed for reasons outside our control,
we may deduct reasonable and evidenced costs that we are legally entitled to recover. We will not make deductions that conflict with your statutory cancellation or consumer rights.
10. Exchanges
We do not guarantee direct exchanges.
Where you wish to change a product for another product, size, design or variation, we may ask you to return the original product in accordance with this policy and place a new order.
This section does not affect your rights regarding faulty or non-conforming goods.
11. Return authorisation
Please contact us before returning a product so that we can identify your order and provide the correct return instructions.
Failure to contact us in advance will not remove a statutory right to cancel, provided you have otherwise clearly informed us of your decision within the applicable cancellation period. However, products must still be returned to the correct address and within the required period.
Include your order number and name inside the return parcel so that we can identify and process it.
12. Items purchased through third-party marketplaces
Products purchased through TikTok Shop, Facebook, Instagram, Amazon, eBay or another third-party marketplace may also be subject to that platform’s applicable returns, refunds and buyer-protection rules.
Where a platform’s mandatory procedure applies, you should submit your request through the platform on which you placed the order.
This policy does not override any statutory rights or mandatory obligations imposed by the relevant marketplace.
13. Promotions, discounted products and sale products
Products purchased using a discount, promotional code or sale price remain eligible for statutory cancellation and consumer remedies unless a lawful exception applies.
Where a promotional offer required the purchase of multiple products or included a free gift, you may be required to return all relevant products or the free gift. Where permitted by law, the value of an unreturned promotional item may be deducted from the refund.
14. Complaints
Please send complaints concerning an order or return to:
Email: didishubli@gmail.com
We will aim to investigate and respond within a reasonable period.
15. Changes to this policy
We may update this policy from time to time. The policy applicable to your order will normally be the version published when you placed the order, subject to any mandatory legal rights.
16. Governing law
This policy and purchases made through our store are governed by the laws applicable in the part of the United Kingdom in which you reside.
Nothing in this policy deprives a consumer of the protection of mandatory laws or the right to bring proceedings in a court with jurisdiction under applicable consumer law.