Refund policy
Refund & Returns Policy (including items returned for an exchange)
We will always try to facilitate a return and/or replacement of your items, so please do contact us as soon as you can. This is all rather dull, but there are various conditions relating to returns that we have listed below, please read them as it will help process your return much more efficiently. Please note shipping policy below for packing your item for return.
Returns are only valid for 30 days from date of purchase. To be elgible for a return, your item must be unused, in original packaging and in the same condition that you received it. It must also be packaged to at least the standard in which we shipped it to you. Please include a copy of your order and the reason for the return. Where applicable (i.e. warranty returns) we cover cost of returns by 2nd class post up to £3.70. Replacement products will not be dispatched until the faulty item is received by us. We will always inspect each return when it arrives with us and contact you if there is any reason why a full refund or exchange cannot be made.
We are happy to accept wrongly ordered items for a refund, however they must be in as new condition, with the boxes unopened. You will be responsible for any returns postage.
Non-returnable items:
- Gift cards
- Items returned more than 30 days from date of purchase
There are certain situations where only partial refunds are granted (if applicable)
- Models with obvious signs of use
- Any model that has been opened
- Any item not in its original condition, packaging, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
- Any item returned in unsuitable packaging that causes damage to products
- Any item that was ordered in error by the customer or their representative and dispatched in good faith, in which case only the product elements of the order will be refunded
To complete your return, we require proof of purchase. If you no longer have proof of purchase, please contact us.
Please do not send the product back to the model manufacturer, send it to Brushwood Toys. Please do not send items back unannounced, please contact us first.
The correct address to return your items to is: Brushwood Design Ltd, Unit 10/11 Torridge Business Park, South Molton, Devon, EX36 4HP. United Kingdom.
Refunds (if applicable)
Once your return is received it will be inspected, and if a refund is applicable we will use the same payment method used to purchase the product.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Replacements (if applicable)
We only replace items if they are defective or damaged. Replacement products will be dispatched as soon as we have received and inspected the faulty returned item. Your statutory rights are not affected.
Exchanges (if applicable)
Our standard policy on exchanges is to refund the unwanted item when received by us, and you will process a new order for the desired new product.
Late or missing refunds (if applicable)
If you haven’t received a refund yet and it has been approved by us, please contact us at info@brushwoodtoys.co.uk.
Please note shipping policy below. We will always inspect each return when it arrives with us and contact you if there is any reason why a full refund or exchange cannot be given.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you can opt to receive a gift credit for the value of your return. Once the returned item is received and proof of purchase provided, a gift voucher will be sent to you.
Shipping
To return your product, you should mail it to: Brushwood Design Ltd, Unit 10/11 Torridge Business Park, South Molton, Devon, EX36 4HP. United Kingdom.
Please ensure that the packaging used for returning the item is robust enough to protect it in transit. We recommend packing your returns in a strong cardboard box, with suitable packaging within such as paper or bubblewrap. We reserve the right to deduct any damages from any refund given if applicable. We will inspect each return when it arrives with us and contact you if there is any reason why a full refund or exchange cannot be given.
PLEASE DO NOT TAPE ANYTHING TO THE PRODUCT BOX. This will mean we cannot re-stock the item and it may affect the level of refund you receive.
You will be responsible for paying for your own shipping costs for returning your item in the first instance. The postage cost up to our standard allowance, will be refunded to you on receipt of the items.
We can't guarantee that we will receive your returned item and you must make your own arrangements for returns carriage. If you wish to use a tracked service then you should do so at your own cost.