Returns, Refunds & Cancellations Policy

Last updated: 4 September 2026

At AC TOYZ, we want you to be happy with your order. This policy explains what to do if you change your mind, need to cancel an order, or something is wrong with a product you have received.

This policy applies to online orders delivered within the United Kingdom. Nothing in this policy affects your statutory consumer rights.

1. Cancelling an Order Before Dispatch

If you want to cancel an order before it has been dispatched, contact us as soon as possible at contact@actoyz.uk.

If your order has not entered the dispatch process, we will do our best to cancel it and issue the appropriate refund.

We cannot guarantee that an order can be stopped once it has been packed or entered the dispatch process.

If we cannot stop the order, any applicable cancellation and return rights can still be exercised after you receive it.

2. Your Right to Change Your Mind

For most goods bought online, you generally have a legal right to change your mind.

You should tell us that you wish to cancel within 14 days of receiving the goods. You then normally have a further 14 days to return the goods after telling us that you wish to cancel.

Where goods from the same order are delivered separately, the cancellation period will normally run from the day after you receive the last of those goods where the applicable rules provide for this.

You can cancel by making a clear statement that you wish to do so. Email us at contact@actoyz.uk and include your order number and the products you wish to cancel.

You may use the Model Cancellation Form at the end of this policy, but you do not have to use it.

We will provide the appropriate return instructions and return address when you contact us.

3. Return Postage for Change-of-Mind Returns

If you are returning a product simply because you have changed your mind, ordered the wrong item or no longer want it, you are responsible for the cost of returning it to us where the law permits this.

We recommend using a postal service that provides suitable evidence of postage or tracking.

We do not impose an arbitrary cancellation, administration or restocking fee for exercising your statutory cancellation rights.

Different rules apply where a product is faulty, damaged, incorrect or not as described.

4. Inspecting Your Products

You may handle a product to establish its nature, characteristics and functioning in a way broadly comparable to what would reasonably be possible when examining a product in a shop.

If you handle or use a product beyond what is reasonably necessary for that purpose and this reduces its value, we may make a lawful deduction from the refund to reflect the diminished value. GOV.UK guidance specifically recognises reasonable inspection while allowing deductions where goods have been used or damaged beyond that.

Opening external packaging does not automatically prevent you from returning a product.

However, extensive play, assembly, marking, damage, contamination, missing components or other use beyond reasonable inspection may reduce the value of the product.

Please return products with their parts, accessories, instructions and packaging where reasonably possible.

5. Slime, Putty and Similar Sensory Products

Slime, putty and similar sensory products require particular care because their condition can change significantly once they have been played with.

Opening a product solely to inspect it does not automatically remove your cancellation rights.

However, use beyond what is reasonably necessary for inspection may substantially reduce the value of the product.

This may include:

• playing with the product using hands or tools;
• stretching, kneading or extensively manipulating it;
• mixing the product;
• adding substances or ingredients;
• contaminating it;
• removing a significant quantity; or
• otherwise materially changing its original condition.

Where such handling has genuinely diminished the value of the product, any deduction will reflect the actual diminished value rather than an automatic fixed charge.

Your rights where a product is faulty, damaged or not as described are not affected by this section.

6. Product Packaging

When considering a return, we focus on the condition of the product, its components and any packaging relevant to its value.

Please open products carefully and retain boxes, inserts, accessories, instructions and other packaging where reasonably possible.

Unnecessary damage to packaging, missing components, writing or marking, or returning an incomplete product may affect its value where this results from handling beyond what is reasonably necessary.

Reasonable opening of packaging by itself does not automatically prevent a return.

7. Faulty, Damaged, Incorrect or Misdescribed Products

Your statutory rights relating to faulty, damaged, incorrect or misdescribed goods are separate from your change-of-mind cancellation rights.

Products supplied by AC TOYZ must be as described, of satisfactory quality and fit for purpose where applicable.

If you believe there is a problem with a product, contact us as soon as reasonably possible at contact@actoyz.uk.

Please provide:

• your order number;
• an explanation of the problem; and
• photographs where reasonably possible if the product is damaged or faulty.

Photographs are helpful when investigating a problem, but an inability to provide photographs does not restrict your statutory consumer rights.

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject faulty goods, with repair, replacement and other remedies potentially applying depending on the circumstances.

Where the law requires the trader to bear the reasonable cost of returning faulty or non-conforming goods, you will not be required to pay that cost.

8. Products Damaged During Delivery

If a product arrives damaged, contact us as soon as reasonably possible.

Please keep the product, packaging and delivery label and provide photographs where reasonably possible.

Do not dispose of the product or packaging while we are investigating unless keeping it would be unsafe or unreasonable.

Your purchase is with AC TOYZ. We will deal with the appropriate delivery provider where necessary rather than requiring you to resolve the courier issue yourself.

9. Refunds Following a Change-of-Mind Cancellation

Where you validly exercise your statutory right to cancel, we will refund the amount due for the returned goods.

Where applicable, we will also refund the standard outbound delivery charge you paid.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.

If you return only part of an order, the original delivery charge may not be refundable where the same delivery charge would have applied to the products you have kept.

The cost of returning a change-of-mind return is separate and remains your responsibility where stated in this policy and permitted by law.

We may withhold the refund until we have received the goods back or you provide appropriate evidence that you have returned them, where the law allows us to do so.

Refunds will be made without undue delay and, where the statutory cancellation rules apply, normally no later than 14 days after we receive the returned goods or appropriate evidence that they have been sent back, if earlier.

We will normally refund you using the same payment method used for the original transaction unless otherwise agreed.

Any lawful deduction for diminished value may also be applied as described above.

10. Sale and Discounted Items

Your statutory rights are not reduced simply because a product was purchased in a sale or at a discounted price.

The same applicable consumer rights continue to apply.

11. Pre-Orders

Pre-orders are paid for in full unless we state otherwise.

If you want to cancel a pre-order before dispatch, contact us as soon as possible.

If the order has not entered the dispatch process, we will cancel it and issue the appropriate refund.

If it has already entered the dispatch process, the applicable cancellation and return rights described in this policy will apply after receipt.

Any release, arrival or dispatch dates shown for pre-order products are estimates unless we expressly state that a particular date is guaranteed.

If there is a material change to the expected availability of a pre-order, we will provide an appropriate update where reasonably possible.

Nothing in this section restricts your rights where goods are not supplied within an agreed or legally applicable delivery period.

12. Blind Boxes, Assorted Designs and Product Variations

Some AC TOYZ products may be supplied as a blind box, assorted design, assorted colour or other variation.

Where the product listing clearly explains that the design, colour or variation is assorted or not individually selectable, receiving one of the advertised possible variations does not make the product faulty merely because it is not the variation you would have preferred.

Your statutory rights still apply if the product itself is faulty, damaged or not as described.

The normal change-of-mind, inspection and diminished-value provisions in this policy also apply where applicable.

13. Exchanges

AC TOYZ does not operate a separate general exchange scheme.

If you wish to change a product for another product or variation, you can normally return the original product in accordance with this policy and place a new order.

This does not affect any statutory right you may have to a repair, replacement or other remedy where a product is faulty.

14. How to Request a Return or Cancellation

To request a cancellation, return or report a problem with an order, contact:

AC TOYZ
Email: contact@actoyz.uk

Please provide your order number and a brief explanation of what you would like us to do.

For damaged or faulty products, please also provide photographs where reasonably possible.

We will provide the appropriate return instructions and return address.

Contacting us to obtain the return address does not prevent you from exercising your cancellation right by making any other clear statement that you wish to cancel within the applicable cancellation period.

15. Your Statutory Rights

Nothing in this policy is intended to exclude, restrict or replace your statutory consumer rights.

These include rights arising under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this policy conflicts with a statutory right that cannot lawfully be excluded or restricted, your statutory rights will prevail.