Refund policy

Returns & Refund Policy

At The Party Toy Box, we want you to be happy with your order. If you change your mind about a purchase or there is a problem with an item, please contact us and we will do our best to help.

Change of Mind Returns

If you purchase from The Party Toy Box online, you generally have the right under UK consumer law to cancel your order within 14 days of receiving your goods, without having to give a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods to us.

In addition to your statutory rights, we offer a 30-day returns period for eligible items.

Our 30-day returns period is based on calendar days, meaning weekends and UK bank holidays are included.

To be eligible for a change-of-mind return, items should be returned:

Unused and in their original condition.
Unworn, where applicable.
With any original tags or labels attached, where applicable.
In their original packaging where reasonably possible.
With proof of purchase or your order details.

For toys, party bag fillers and party supplies, items should be returned in a condition that allows them to be resold. You may handle goods to the extent necessary to establish their nature, characteristics and functionality, in the same way you would reasonably be able to do in a shop.

For greeting cards, wrapping paper and similar products, items should be returned unused and in a resaleable condition.

Please contact us at customerservice@thepartytoybox.co.uk before returning your item.

Returns Address

The Party Toy Box
53 Bentsbrook Road
North Holmwood
Dorking
Surrey
RH5 4HW
United Kingdom

Please do not send items back without contacting us first, as this may delay the processing of your return.

Return Postage

If you are returning an item because you have changed your mind, you are normally responsible for the cost of returning the item to us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage costs.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If an item is damaged, faulty, not as described, or you have received the wrong item, please contact us as soon as possible at customerservice@thepartytoybox.co.uk.

Please include your order number and details of the problem. We may ask you to provide photographs of the item and its packaging so that we can investigate the issue.

If an item is faulty, damaged, incorrect or not as described, we will work with you to provide an appropriate remedy in accordance with your rights under UK consumer law.

Items That May Not Be Returned

Certain goods may be excluded from cancellation or change-of-mind returns where an exception applies under UK consumer law.

This may include:

Personalised or custom-made products made specifically to your requirements.
Goods that are liable to deteriorate or expire quickly.
Sealed goods that are not suitable for return for health or hygiene reasons where the seal has been broken.

Where an item has been opened or used, any applicable statutory rights will still be considered. We will not refuse a return simply because an item has been handled in a way that is permitted under UK consumer law.

This does not affect your statutory consumer rights.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

Sale Items

Sale and discounted items may still be returned where they are eligible under our returns policy.

Your statutory consumer rights are not affected by whether an item was purchased at full price or at a discounted price.

Exchanges

If you would like to exchange an item for another product, design or variation, please contact us at customerservice@thepartytoybox.co.uk.

Depending on availability, we may ask you to return the original item and place a new order for the replacement.

Refunds

Once we receive your returned item, we will inspect it where necessary and notify you whether your refund has been approved.

If your refund is approved, the refund will normally be made to your original payment method.

For cancellations made under your statutory rights, we will process the refund within the time required by UK consumer law. This will normally be within 14 days of receiving the returned goods, or, where applicable, receiving evidence that the goods have been returned.

Where you exercise your statutory right to cancel, we will refund the standard delivery charge you paid for the order. If you chose a more expensive delivery service, we are not required to refund the additional cost above the standard delivery option.

For returns made under our additional 30-day returns policy, refunds will normally be processed within 10 business days of receiving and checking the returned item.

Please note that your bank or payment provider may take additional time to process the refund and make the funds available in your account.

If you believe you are due a refund and have not received it, please contact us at customerservice@thepartytoybox.co.uk.

Delivery

We currently deliver within the United Kingdom only.

Delivery charges are calculated at checkout based on the delivery service and order details.

Free delivery is available on orders of £35 or more.

Orders below £35 will have the applicable calculated delivery charge shown at checkout before payment is completed.

Your Statutory Rights

Nothing in this Returns & Refund Policy affects or limits your statutory rights as a consumer under UK law.

Where you have statutory rights relating to faulty, damaged, misdescribed or otherwise non-conforming goods, those rights apply regardless of any additional returns period we offer.