Refund policy
At Toyliva, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, cancellations, exchanges and refunds are handled.
This policy does not affect any statutory rights you may have under applicable UK consumer law.
30-Day Return Policy
Toyliva accepts eligible returns within 30 days of delivery.
To request a return, please contact us at contact@toyliva.com within the applicable return period.
For returns made under our voluntary 30-day return policy, items should normally be:
- In their original condition
- Unused, except for reasonable inspection
- Complete with all parts and accessories
- Returned with the original packaging where reasonably possible
- Accompanied by proof of purchase or your order number
Please do not send a return before contacting us and receiving return instructions.
UK Right to Cancel
Customers purchasing goods online in the United Kingdom generally have a legal right to cancel eligible purchases within 14 days after receiving the goods, without giving a reason.
After informing us that you wish to cancel, you generally have a further 14 days to return the goods.
These statutory cancellation rights apply subject to any exceptions provided by UK consumer law.
How to Request a Return
To start a return, contact us at:
Email: contact@toyliva.com
Phone: +44 78 2879 5747
Please include:
- Your full name
- Order number
- Item you wish to return
- Reason for the return
- Photographs if the product is damaged, faulty or incorrect
Once your return request has been reviewed, we will provide you with the appropriate return instructions.
Change of Mind Returns
If you change your mind about an eligible purchase, you may request a return within the applicable return period.
For change-of-mind returns, the customer is generally responsible for the cost of returning the item unless otherwise required by law.
We recommend using a tracked shipping service when returning an item, as you remain responsible for the package until it reaches the designated return location.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.
Please provide your order number and clear photographs showing the issue where appropriate.
If the item is confirmed to be faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable UK consumer law.
Where we are responsible for the return, you will not be required to pay reasonable return shipping costs.
Items Damaged During Delivery
If your package or product arrives damaged, please contact us promptly after delivery.
Please retain the item and its packaging while we review the issue, as photographs or additional information may be required.
We will assess the matter and provide the appropriate next steps.
Return Shipping Costs
For eligible returns made because you changed your mind, return shipping costs are generally the responsibility of the customer.
If an item is faulty, damaged or incorrect, Toyliva will cover reasonable return shipping costs where required.
Any applicable return charges will be clearly communicated before you send the item back.
Condition of Returned Items
Customers may inspect products in a reasonable way, similar to how they could inspect an item in a physical shop.
Where permitted by law, we may make an appropriate deduction from a refund if the value of an item has been reduced because it has been handled beyond what was reasonably necessary to inspect its nature, characteristics and function.
Non-Returnable Items
Certain products may not be eligible for change-of-mind returns where an applicable legal exception applies.
This may include products that have been personalised or made specifically for the customer.
Faulty or misdescribed goods remain subject to applicable statutory consumer rights.
If you are unsure whether your product is eligible for return, please contact us before sending it back.
Exchanges
If you would like a different product, please contact us to discuss the available options.
Where appropriate, the simplest method may be to return the eligible item and place a new order.
Faulty, damaged or incorrect products will be handled separately in accordance with this policy and applicable law.
Refunds
Once your returned item has been received, we will review it and notify you about your refund.
Where a statutory cancellation right applies, refunds will be issued within the timeframe required by UK law.
For qualifying online cancellations, a retailer must generally refund the customer within 14 days of receiving the returned goods.
Approved refunds will normally be returned to the original payment method.
After we issue a refund, your bank or payment provider may require additional time to process and display the funds in your account.
Original Delivery Charges
Where UK statutory cancellation rights apply to the cancellation of an entire eligible order, we will refund the applicable standard delivery charge as required by law.
If you selected a more expensive delivery service than our standard delivery option, any additional delivery upgrade cost may not be refundable.
Partial Returns
If you return only part of an order, any refund of original delivery charges will depend on the circumstances of the return and applicable consumer law.
Eligible returned products will be refunded according to this policy.
Cancel or Change an Order
If you wish to cancel or change an order before it has been dispatched, please contact us as soon as possible.
We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or dispatch has begun.
Your statutory cancellation rights remain unaffected where applicable.
Refund Not Received
If we have confirmed that your refund has been issued but you have not received it, please first allow time for your bank or payment provider to process the transaction.
If the refund still does not appear after the expected processing period, please contact us and we will assist you.
Contact Us
For any questions regarding a return, refund, cancellation or damaged product, please contact us:
Business Name: Toyliva
Email: contact@toyliva.com
Phone: +44 78 2879 5747
Address: 10 Extwistle Road, Worsthorne, Burnley, Lancashire, BB10 3PD, United Kingdom
Customer Support Hours:
Monday – Friday: 9:30 AM – 5:00 PM
Saturday: 9:00 AM – 5:30 PM
Sunday: Closed
We aim to respond to all enquiries within 24–48 business hours.