Returns & Refund Policy
RETURNS AND REFUNDS POLICY
Last updated: 2 July 2026
Thank you for shopping with Fun House Toys.
We hope that you are happy with your purchase. However, we understand that you may occasionally need to return a product.
This Returns and Refunds Policy explains how to return unwanted products, report faulty or damaged products and receive a refund.
This policy applies to products purchased online from Fun House Toys LTD through www.funhousetoys.co.uk.
Nothing in this policy limits or removes your statutory consumer rights.
1. COMPANY DETAILS
The Website is operated by:
Company name: Fun House Toys LTD
Returns address: [INSERT FULL RETURNS ADDRESS]
Email address: [INSERT RETURNS EMAIL ADDRESS]
Telephone number: [INSERT TELEPHONE NUMBER]
2. CHANGING YOUR MIND
If you purchase a product online, you will normally have the right to change your mind and cancel your order.
You must notify us that you wish to cancel within 28 days beginning on the day after:
You receive the product.
A person nominated by you receives the product.
You receive the final product, where one order is delivered in separate parcels on different days.
You do not need to provide a reason for cancelling.
After notifying us of your decision to cancel, you must send the product back within a further 28 days.
This means that you have 28 days to tell us that you wish to return the product, followed by another 28 days in which to send it back.
3. HOW TO REQUEST A RETURN
You can request a return by logging into your account and requesting a return or contacting us at the details below:
You can contact us at:
Email: [INSERT RETURNS EMAIL ADDRESS]
Postal address: [INSERT FULL POSTAL ADDRESS]
Your cancellation is effective when your communication is sent, provided it is sent within the applicable cancellation period.
4. CANCELLING BEFORE DISPATCH
Please contact us as soon as possible if you wish to cancel an order before it has been dispatched.
We will try to cancel the order before dispatch, but we cannot guarantee that this will be possible.
If the order has already entered our dispatch process, it may still be delivered. You can then return it in accordance with this policy.
5. RETURNING YOUR PRODUCT
Once you have submitted your return request, we will provide the relevant return instructions.
Unless we arrange another return method, products should be sent to:
Returns Department
Fun House Toys LTD
[INSERT ADDRESS LINE 1]
[INSERT ADDRESS LINE 2]
[INSERT TOWN OR CITY]
[INSERT POSTCODE]
United Kingdom
Please do not return products to another address displayed on our Website unless we have instructed you to do so.
Include your order number or returns authorisation information inside the parcel so that we can identify your return.
6. CONDITION OF UNWANTED PRODUCTS
You may inspect a product in the same way that you would reasonably inspect it in a physical shop.
Products should, where reasonably possible, be returned with:
Their original packaging.
All supplied components and accessories.
Instructions and manuals.
Tags and labels.
Any promotional products or free gifts supplied with them.
You should not use or handle the product beyond what is reasonably necessary to establish its nature, characteristics and operation.
We may make a reasonable deduction from your refund where the value of the product has been reduced because it was handled beyond what would reasonably be permitted in a shop.
Examples of excessive handling may include:
Using or playing with the product for an extended period.
Damaging, marking or altering the product.
Assembling a product beyond what was necessary to inspect it.
Removing or disposing of important packaging, instructions or components.
Returning a product with missing parts or accessories.
Allowing the product to become dirty, contaminated or damaged.
Opening packaging does not automatically remove your right to cancel, except where a legal exception applies.
7. RETURN POSTAGE FOR UNWANTED PRODUCTS
You are responsible for the direct cost of returning an unwanted product unless we have agreed otherwise.
You may return the product using:
Our prepaid return label, where available.
A tracked postal or courier service of your choice.
Another return method agreed with us.
We strongly recommend obtaining and retaining proof of postage.
If a parcel sent using your own return service does not arrive, we may ask you to provide proof that it was sent.
8. SALE AND CLEARANCE PRODUCTS
Sale, discounted and clearance products have the same statutory consumer rights as full-price products.
Eligible sale products may be returned under the online cancellation provisions of this policy.
A product will not be excluded from return merely because it was purchased at a discounted price.
Where a product was reduced because of a specific fault that was clearly disclosed before purchase, you may not be entitled to return it because of that disclosed fault. Your rights concerning any separate or undisclosed fault remain unaffected.
9. PERSONALISED PRODUCTS
Personalised or custom-made products cannot normally be returned simply because you have changed your mind.
You are responsible for checking all names, dates, wording, colours and other personalisation details before submitting your order.
A personalised product may still be returned where:
We made the personalisation incorrectly.
The product is faulty.
The product is damaged.
The product does not match the agreed specification.
The product is not as described.
10. FAULTY, DAMAGED OR INCORRECT PRODUCTS
Please contact us as soon as possible if a product:
Arrives damaged.
Is faulty.
Is unsafe.
Is not as described.
Does not function as it should.
Is different from the product ordered.
Is missing important parts or accessories.
Please provide your order number and, where reasonably possible, photographs or videos showing the issue.
Photographs and videos help us investigate the matter but will not be used to unreasonably prevent you from exercising your statutory rights.
Depending on the circumstances, you may be entitled to:
A full refund.
A repair.
A replacement.
A price reduction.
A final right to reject the product.
Consumers normally have a short-term right to reject faulty goods within 30 days of delivery.
After the first 30 days, you may normally be entitled to request a repair or replacement. If a repair or replacement is unsuccessful, impossible or cannot be provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or final rejection.
Your rights may continue beyond the periods described above, depending on the circumstances and applicable law.
11. RETURN COSTS FOR FAULTY OR INCORRECT PRODUCTS
Where a product is faulty, damaged, unsafe, misdescribed or incorrectly supplied, Fun House Toys LTD will cover the reasonable cost of returning it.
We may:
Provide a prepaid return label.
Arrange a courier collection.
Reimburse reasonable return postage.
Provide another suitable return method.
Please contact us before arranging an expensive courier or specialist return service.
We may not reimburse return costs that are excessive or were incurred without contacting us when a reasonable lower-cost return method was available.
12. PRODUCT SAFETY CONCERNS AND RECALLS
If you believe that a toy or product presents a safety risk, stop using it immediately and keep it away from children.
Contact us using the details at the end of this policy.
Please provide:
Your order number.
The product name.
The batch, model or serial number, where available.
Photographs of the product and packaging.
A description of the safety concern.
If a product is subject to a recall or safety notice, we may provide instructions concerning its return, collection, repair, replacement, refund or safe disposal.
You must follow any safety instructions supplied by us, the manufacturer, distributor or relevant authority.
13. PROOF OF PURCHASE
We may ask you to provide proof that the product was purchased from Fun House Toys LTD.
Suitable proof may include:
Your order confirmation.
Your order number.
A dispatch email.
A gift receipt.
A payment record.
Other reasonable evidence of purchase.
A particular type of receipt is not required where you can provide other reasonable proof of purchase.
14. INSPECTION OF RETURNS
We will inspect returned products after they arrive.
Inspection may include checking:
The identity of the product.
The reported fault or damage.
Whether components or accessories are missing.
The amount of handling or use.
Whether the product has been accidentally damaged or misused.
Whether the product has been modified or repaired without authorisation.
Inspection will not be used to unreasonably delay or deny a valid refund.
Damage caused by misuse, accidental damage, unauthorised modification, failure to follow instructions or normal wear and tear may not be treated as an inherent fault.
15. REFUNDS
Once a return has been approved and processed, the refund will normally be issued to the original payment method.
We will not substitute store credit for a refund to which you are legally entitled unless you expressly agree.
For eligible cancellations, refunds will be made without undue delay and normally no later than 10 days after:
We receive the returned product, or
You provide evidence that the product has been sent back,
whichever occurs first.
Where required by law, the refund will include the cost of our least expensive standard delivery service. Additional charges paid for express, next-day or enhanced delivery may not be refundable.
Where we have agreed to collect the product, the refund will normally be issued within 10 days after you tell us that you wish to cancel.
After a refund has been issued, your bank, card provider or payment service may require additional time to credit the funds to your account.
We will email you when your refund has been processed.
16. REFUND DEDUCTIONS
Where legally permitted, we may make a reasonable deduction from your refund for:
A prepaid return label used for an unwanted return.
Diminished value caused by handling beyond what was reasonably necessary to inspect the product.
Missing components or accessories.
Enhanced delivery charges above the cost of standard delivery.
We will not impose an administrative fee, restocking fee or other penalty for exercising a statutory cancellation right.
Any deduction will be explained to you.
17. STORE CREDIT
You may choose to receive store credit instead of a refund where we offer this option.
Store credit will only be issued with your agreement.
Store credit may be subject to separate terms, including an expiry date, which will be explained before it is issued.
Accepting store credit does not affect any separate statutory rights that cannot legally be waived.
18. UNAUTHORISED OR UNIDENTIFIABLE RETURNS
Please ensure that your order number or return details are included inside the parcel.
Where we receive a return that cannot be identified, we may be unable to process it until the customer contacts us and supplies sufficient information.
Products sent to us that were not purchased from Fun House Toys LTD may be refused.
Where a refused or unrelated product must be returned to the sender, the sender may be responsible for reasonable postage costs.
19. ABUSIVE OR FRAUDULENT RETURNS
We may investigate returns where we reasonably suspect:
Fraud.
A false damage or non-delivery claim.
Deliberate product damage.
Substitution of another product.
Repeated misuse of the returns process.
The return of stolen or counterfeit goods.
We may refuse a return where we have reasonable evidence that the claim is fraudulent or that the product was not purchased from us.
This section will not be used to prevent a customer from exercising genuine statutory rights.
20. YOUR STATUTORY RIGHTS
This policy is in addition to your statutory rights.
Products supplied by us must be:
Of satisfactory quality.
Fit for their normal purpose.
Fit for a particular purpose made known to us where you reasonably relied on our judgement.
As described.
Safe and compliant with applicable legal requirements.
Nothing in this policy excludes, restricts or attempts to remove rights that cannot legally be excluded.
21. CONTACT US
For questions about a return, refund, faulty product or product safety concern, please contact:
Fun House Toys LTD
[INSERT FULL POSTAL ADDRESS]
[INSERT TOWN OR CITY]
[INSERT POSTCODE]
United Kingdom
Returns portal: [INSERT RETURNS PORTAL LINK]
Email: [INSERT RETURNS EMAIL ADDRESS]
Telephone: [INSERT TELEPHONE NUMBER]
Website: [INSERT WEBSITE ADDRESS]
When contacting us, please include your order number and a clear description of the issue.