1. What is your return policy?
A: We offer a 30-day, no-quibble return policy. Within this period, you can return your item for a full refund or an exchange. Please note that we refund only the cost of the item, not the postage and packaging charges.
2. How do I initiate a return?
A: To initiate a return, please contact our customer service team with your order details. Ensure that the item is in its original condition and packaging. We will then guide you through the return process.
3. What items are non-returnable?
A: For hygiene reasons and product integrity, we do not accept returns on toilet brushes, toilet tablets, dino eggs, and unicorn dig kits. Once the dig kits are used, they cannot be reused, and for hygiene products, returns are not feasible.
4. What should I do if my item is faulty?
A: If your item is faulty and you purchased it within the last six months, please send us proof of the fault, such as a video or image. Upon verification, we will offer an exchange or a refund and cover the shipping costs.
5. Can I get a refund after six months of purchase?
A: We do not offer refunds for items purchased over six months ago. However, if you can provide proof that the item was faulty at the time of purchase, we will agree to exchange the item and cover the shipping costs. Please provide the necessary proof for us to process this request.
6. How long does it take to process a refund?
A: Once we receive your returned item and it passes our quality check, we will process your refund. Please allow up to [specify number of days] business days for the refund to be credited to your original paymentmethod.
7. How do I contact you?
A: Please send an email to our customer service team on firstname.lastname@example.org or call us between 10am – 4pm Monday to Friday on 0800 058 4569.
8. What should I do if I'm dissatisfied with a product after using it?
A: If you're not satisfied with your purchase, you can take advantage of our 30-day "no quibbles" return policy. Simply contact our customer service team to initiate a return or refund process. Alternatively, if you'd prefer to keep the product, we can offer a substantial discount as an incentive. Opting to keep the item helps reduce environmental impact by minimising returns and additional vans on the road.