Cancellations

Cancellations Policy 

Cancelling before your order is dispatched

If you need to cancel your order before it has been dispatched, please contact us immediately. We aim to process orders quickly, so once an order has entered our warehouse system for picking we are no longer able to cancel it before it ships.

We can guarantee a free cancellation if you contact us within one hour of placing your order during normal business hours. If you place your order outside business hours, we can guarantee a free cancellation if you contact us by 8am the following day. Outside these windows we will always try to catch your order before it ships, but if it has already entered our warehouse system this will be subject to the returns charge set out below.

The quickest way to reach us is via the chat feature on our site, or by calling 01525 659597. Our customer service opening hours are Monday to Friday, 9am to 9pm, and Saturday to Sunday, 10am to 7pm, excluding UK and international public holidays. Live chat is only available during these hours, so please email us at customerservice@tptoys.com if you need to reach us outside them.

Cancelling after dispatch, but before delivery

If your order has already been dispatched, we will try to arrange for the courier to stop the delivery and return the item to us. We are not able to request this until the parcel has been scanned at the courier's depot, which is not usually until first thing the following morning, so please bear with us if we cannot confirm this straight away.

Stopping a delivery in transit is not always possible. If the courier is unable to intercept it, you will need to refuse the delivery when it arrives, please see Refusing your delivery below for how this is handled.

Where we are able to stop the delivery and arrange a return, this will be subject to the returns charge set out below, which covers the cost charged to us by our couriers. We will always tell you this cost before we proceed, so you can decide whether to go ahead, and it will be deducted from your refund once the goods are back with us.

Your right to cancel after delivery

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods, and a further 14 days to return them to us once you have told us you wish to cancel. To exercise this right, please contact us using the details above.

If you cancel under this right, we will refund the price you paid, including our standard delivery charge, within 14 days of receiving the goods back or evidence that you have sent them back, whichever is sooner. Because our products are large and are shipped through specialist couriers, the direct cost of returning goods to us is not included in this refund and will be deducted, as set out below. We will always confirm this cost with you before your return is arranged. If a refund is reduced because the goods show signs of use or handling beyond what was reasonably needed to check them, we will explain this to you when the refund is issued.

Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, please contact us and we will arrange a replacement, repair, or full refund, including any delivery and return costs. No returns charge applies in these cases.

Refusing your delivery

If you refuse a delivery because you no longer want the order, this is treated the same as a return and the returns charge set out above will apply. If you refuse a delivery because the goods have arrived damaged, no charge will apply.

Returns charges

The cost of returning large or bulky items depends on which carrier delivers your order, as well as the size and weight of the item, so we are not able to quote a single fixed fee for every order. Instead, we will always give you the exact cost before your cancellation or return is confirmed, so you know the amount that will be deducted from your refund in advance.

How to contact us

The quickest way to reach us is via the chat feature on our site, or by calling 01525 722769. You can also email us at customerservice@tptoys.com.

Our customer service opening hours are Monday to Friday, 9am to 9pm, and Saturday to Sunday, 10am to 7pm, excluding UK and international public holidays. Live chat is only available during these hours.