Ways you can return
Online Orders
Cooling Off Period
There is a cooling off period of 14 days during which you have the right to cancel your online order. You must provide notice of cancellation no later than 14 days after the receipt of goods through one of the following media:
Online contact form
Online order cancellation form
We will refund the original purchase price and delivery charge provided that the goods are returned to us as new and in their original packaging. Where the returned/cancelled item forms part of a larger order all of which is not being returned, the original delivery charge will continue to apply.
Unwanted items
In addition to your statutory cooling off period, you have an additional 14 days to return your unwanted item provided it is 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 confirmation email. 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.
You can return your items purchased online using any of these two methods.
Certain products are excluded from our unwanted items policy. See here for further details. This does not affect your statutory rights.
Issues with directly shipped X Rocker Items
If any issues related to these X Rocker products contact X Rocker directly. Their contact details can be found on the product pages . The return address for X Rocker is ACE Casual Ltd, Bradford Road, Brighouse HD6 4DJ (This only relates to X Rocker directly shipped items: 606126, 606129, 606130, 606127)
Refunds on unwanted items
Once the unwanted item is received back to the warehouse or brought to one of our Smyths Toys Superstores 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.
Damaged or Faulty Items
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.
In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.
You can return your items purchased online using any of these two methods.
If you have any issues in relation to your X Rocker directly shipped purchase, please contact X Rocker who will be able to assist you. (X Rocker directly shipped items include: 606126, 606129, 606130, 606127)
Forms of Redress
Depending on the return, the available forms of redress are repair, replacement, refund, or Gift Card.
If an item is deemed faulty following inspection and returned within 30 days of purchase, we will offer an exchange or a refund. After 30 days, we may offer to repair, a gift card to the value of the item or a replacement of the same item (subject to stock availability).
In all cases, items will be inspected and if confirmed as faulty, we will issue appropriate redress.
If an item is not deemed faulty following inspection, then we are unable to offer redress. A reason will be given as to why the product is not faulty. We will return such items to the customer at the customer’s cost.
Non-faulty items will be retained by Smyths Toys Superstores for 30 days from the date of notification to the customer that no fault has been found. After 30 days, Smyths Toys Superstores shall destroy and/or dispose of the item(s) without further notice to the customer, where the cost of re-shipping the item(s) to the customer has not been received.
We suggest that before you return an item as faulty, the batteries are checked. (Our electronic products work best with alkaline batteries.)
In-store Orders
Unwanted Items
We are happy to exchange or refund items if returned to a store , provided the goods are unused, unopened, in original packaging with all materials, manuals, and accessories intact and accompanied by a valid Smyths Toys receipt. Please note, this excludes Software and Nursery Returns.
If returning an online order, please have the bank card used to place the order with you in order to avail of a refund.
We reserve the right to refuse redress if the return falls outside of our unwanted returns policy / terms & conditions.
Items paid for in-store and delivered to the customer’s home address should be returned to your local store in the event that an exchange or refund is required, in line with our in-store returns policy.
Faulty Items
In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.
Please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.
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).
Forms of redress
The acceptable forms of redress for any return whether online or in store are a repair, replacement, refund or Gift card.
If an item is deemed faulty following inspection and returned within 30 days of purchase, we will offer an exchange or a refund. After 30 days, we may offer to repair, a gift card to the value of the item or a replacement of the same item (subject to stock availability).
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.
All Other Information
Video Games, Nursery Products & Trading Card Games.
For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift cards and gaming items including but not limited to:
Digital downloads and ESD cards
Products containing downloadable content
Digital and games credit and subscriptions
Consoles and bundles
Computer or gaming software
Trading Card Games
This does not affect your statutory rights.
LEGO
If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece(s) as soon as possible. LEGO can be called on 00800 5346 5555 or contacted via their website. If you would like to order the parts online, please click here and follow the simple steps. Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part(s) as promptly as possible.
If you do not want to receive the missing piece(s) and prefer to exercise your statutory rights, please contact customer service or attend your local Smyths Toys Superstore where our staff will be happy to assist you.
Pre-Order Cancellation
You can cancel or update your payment details on your pre-order in your Smyths Toys Account as long as stock has not been allocated to your order.
You can amend payment details on your pre-order in your Smyths Toys Account. If you do not have an account, you can do so on our Manage my order page.
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).