Returns & Refunds Help

 
 

What is your Christmas returns policy?

Christmas purchases from Toysrus.co.uk made from 5th November until 22nd December 2014 which you wish to return will be accepted back up to the 16th January 2015 for a refund.

What is your policy for returning an incorrect or unwanted item?

If you change your mind we accept returns as long as the following conditions are met:

  • You contact us within 14 working days, starting with the day after the delivery date.
  • All video and computer software and systems are returned in original, factory sealed, unopened packaging.
  • It is your responsibility to ensure that your returned items are in appropriate protective packaging.


Returns under £50
Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Returns over £50
You will need a Returns Authorisation code for returns which are over £50 or weigh more than 2KG. To obtain this please Contact Us.

Refunds will be applied to the payment type that was used to purchase the item.

For items purchased from toysrus.co.uk and returned to us directly or returned to a Toys “R” Us Store, the following applies:

  • When no proof of purchase (receipt or delivery note) is provided, refunds for merchandise will be given at the discretion of management, in which case a credit note will be issued equal to the item's prevailing price.
  • Identification is required for all refunds where no receipt is provided.
  • If the item being returned was a gift, any refund will be given in the form of a credit note.

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What is your policy for returning a damaged or faulty item?

If you have received a damaged or faulty item from us you can return it for a repair, replacement or refund.

Damaged or faulty items under £50
Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Damaged or faulty items over £50
You will need a Returns Authorisation code for returns which are over £50 or weigh more than 2KG. To obtain this please Contact Us.

Proof of purchase: For items purchased from toysrus.co.uk and returned to us directly or returned to a Toys “R” Us Store, the following applies:

  • When no proof of purchase (receipt or delivery note) is provided, refunds for merchandise will be given at the discretion of management, in which case a credit note will be issued equal to the item's prevailing price.
  • Identification is required for all refunds where no receipt is provided.
  • If the item being returned was a gift, any refund will be given in the form of a credit note.

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How do I return an item to you?

We offer 3 easy options for returning your purchases;*

  • Return your goods to any Toys “R” Us Store. Please bring your Delivery Note with you as proof of purchase. Use our Store Locator to find your nearest store.
  • Please note- you do not need to contact us for a Returns Authorisation Code for items being returned to store.
  • Post the items back using our freepost address below*.

Returns under £50
Items which weigh less than 2KG can be returned using our Freepost address without requesting a Returns Authorisation code. Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Returns Address:

Toys “R” Us
Returns Department
Freepost RTHT-LXHA-KCHA
Richardson Way
Cross Point Business Park
Coventry
CV2 2TA

Please note - if the product you wish to return was despatched directly from the supplier (indicated on your Delivery Note) then you must Contact Us to arrange collection.

*Unfortunately, customers in Republic of Ireland are unable to send items back to us via Freepost. Please Contact Us to arrange a return

  • We can arrange to collect your goods.

Returns over £50
You will need a Returns Authorisation code for returns which are over £50 or weigh more than 2KG. To obtain a Returns Authorisation code, please Contact Us and include this with your return.
Please note - if the product you wish to return was despatched directly from the supplier (indicated on your Delivery Note) then you must Contact Us to arrange collection.

PayPal logoMore information on returns and refunds with PayPal

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When will my refund be processed?

If you choose to bring your item to your local Toys "R" Us store, any refund you will receive will be at the time of the return. This refund will be either be credited back to the credit card that was used to purchase the item or in the form of a credit note, if the item was a gift.

If you choose to send the item back to our warehouse, your refund may take up to 7 business days from the time we receive your item. The refund will be applied to the credit card that was used to purchase the item.

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What is refunded when I return an item?

When you return an entire order you will be refunded the price of the item paid at the time of purchase, and the delivery charge (only if within 14 days). When you return less than the entire order you will be refunded just the price of the items returned.

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How do I obtain a replacement item?

If you have received a damaged or faulty item and require a replacement, please select one of the options below:

1. You can visit your local store as they may be able to replace the item for you straight away. Please ensure you take your delivery note with you as proof of purchase. You may wish to call the Store in advance to check that they have the item in stock. Use our Store Locator to find your nearest store.

2. Follow the instructions above on how to return an item via post and indicate that a replacement is required on the back of your delivery note.

Once we have received the original item back from you, we will despatch a replacement from our warehouse. This will normally be delivered to you within 6 working days (it may take longer for remote/rural postcodes, large bulky product or items despatched directly from our Supplier).

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How do I return an item I purchased from a Toys “R” Us Store?

Any items purchased from a Toys “R” Us Store must be returned back to a Toys “R” Us Store.

Unfortunately we are unable to accept returned items, originally purchased at a Toys “R” Us Store, back to Toysrus.co.uk Use our Store Locator to find your nearest store.

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How do I pack and send my return?

To ensure that your refund is processed as quickly as possible, please do the following when packing and sending your product:

  • Send the product in its original packaging.
  • Please pack the product so that it will not be damaged during the return shipping process.
  • Include a copy of the delivery note. If for some reason you do not have this, please include your name, address, phone number, order number and Returns Authorisation (if required) code along with the product.

Returns Address for items under £50 and under 2KG only:

Toys “R” Us
Returns Department
Freepost RTHT-LXHA-KCHA
Richardson Way
Cross Point Business Park
Coventry
CV2 2TA

Please obtain a certificate of posting from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.

Unfortunately, customers in Republic of Ireland are unable to send items back to us via Freepost. Please Contact Us to arrange a return

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How do I obtain a replacement delivery note?

If you ordered an item that you want to return but can't find the delivery note, you can still return it. Please contact us using the details above and we will arrange your return.

If you received the item as a gift and you need to return it, please contact the person who sent you the gift for the order number. Please note that if you return an item received as a gift the refund will be credited to the credit card that was used to purchase the item.

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The collection of my return is late, what can I do?

Collections take place between 8am and 9pm Monday to Friday.

If we have arranged to collect an item from you, but no-one has come to collect the item on the day we advised you it would take place, please Contact Us

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Can products purchased at Toysrus.com and delivered by I-PARCEL be returned to UK stores?

Unfortunately, products purchased at toysrus.com using the international shipping option cannot be returned at any Toys“R”Us or Babies“R”Us store in the UK.

View how to return an international delivery using I-Parcel.

 




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