Refund policy

Last updated: [30/03/2026]

At Ward’s Toys & Books, we want you to be happy with your order. This policy explains when returns, refunds, replacements and cancellations are available.

1. Your statutory rights

Nothing in this policy affects your legal rights under applicable consumer law, including your rights where goods are faulty, damaged, not as described, or not of satisfactory quality.

2. Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives. If your item is faulty, damaged in transit, or you have received the wrong item, please contact us at wardstoysandbooks@gmail.com as soon as possible and include:

  • your order number
  • a description of the issue
  • clear photographs of the item and packaging, where possible

We ask that you notify us within 48 hours of delivery where possible, as this helps us investigate courier damage quickly. However, this does not remove or limit your statutory rights.

If your item is confirmed to be faulty, damaged or incorrect, we will, where appropriate:

  • replace the item, or
  • repair the item, or
  • issue a full or partial refund, including any applicable standard delivery costs, in line with your legal rights.

3. Change-of-mind cancellations for standard online orders

If you buy from us online, you usually have the legal right to cancel your order within 14 days of receiving it, for any reason. You then have a further 14 days to send the goods back after telling us you wish to cancel.

To cancel, email us at wardstoysandbooks@gmail.com with:

  • your order number
  • the item(s) you wish to cancel/return
  • your name and address

Returned items must be:

  • unused and in a resaleable condition
  • complete with any original packaging, tags, labels and accessories where possible

We may reduce your refund if the value of the goods has been reduced by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Unless the item is faulty, damaged or incorrect, the customer is responsible for return postage costs.

4. Items excluded from change-of-mind returns

We do not accept change-of-mind returns for:

  • personalised or custom-made items
  • any item clearly marked as non-returnable for hygiene or safety reasons where that is lawful and applicable
  • gift cards
  • sale/clearance items where a refund exclusion is lawful

These exclusions do not apply if the item is faulty, damaged, unsafe or not as described.

5. We do not accept discretionary returns outside legal rights

Outside your statutory rights and the cancellation rights explained above, we do not accept discretionary returns simply because an item is no longer wanted.

6. How to return an item

Please contact us first at wardstoysandbooks@gmail.com before sending anything back. We will provide return instructions and the correct return address.

Returns sent without prior contact may be delayed or refused.

We recommend using a tracked service, as we are not responsible for items lost in return transit unless we have agreed to arrange the return ourselves.

7. Failed delivery attempts / returned parcels

Please make sure your delivery address is correct before placing your order. If you realise there is an error, contact us as quickly as possible. If your order has not yet been dispatched, we may be able to amend it.

If a parcel is returned to us because:

  • the address provided was incorrect, or
  • delivery could not be completed after repeated attempts, or
  • the parcel was not collected from a designated collection point,

we will contact you. If you no longer want the order, we may refund the purchase price less the original outbound shipping cost and any unrecoverable return charges, unless the return was caused by our error. Any refund will be processed after the parcel has been received back and checked.

8. Refund timing

If a refund is approved, it will be made to your original payment method. Where a refund is due under cancellation rights, we may withhold the refund until we have received the goods back or you have supplied evidence of return, whichever is earlier. Refunds required under the Consumer Rights Act must be made without undue delay and, where applicable, within the legal time limits.

9. Toy and safety notice

Some products may contain small parts or sensory fillings and may not be suitable for very young children. Adult supervision is recommended where appropriate. Please always:

  • follow the age guidance shown on the product listing and packaging
  • supervise use where necessary
  • keep damaged items away from children and pets
  • discontinue use immediately if an item becomes broken or leaks

10. Contact us

For returns, cancellations or product issues, contact:

Ward’s Toys & Books
Email: wardstoysandbooks@gmail.com