14 days to withdraw
There are two steps. Step 1: after receiving the goods, tell us within 14 days that you wish to withdraw, using the form or email. Step 2: after giving notice, send the goods back without delay and no later than the following 14 days. These are two separate deadlines. We provide the return address for your order; you pay ordinary return shipping.
Return instructions and refunds
The buyer pays ordinary return shipping; it is not included in the refund unless we separately agree otherwise. Ask us for the order-specific return address, which depends on the goods and warehouse. Dispatch the goods within 14 days after giving withdrawal notice. Keep evidence of dispatch and pack the goods to avoid damage in transit. Refund procedure and deadlines are set out in the full withdrawal terms.
Damaged or incorrect delivery
Check the parcel on delivery. Report transport damage, missing or incorrect goods within 48 hours, with photographs of the box, shipping label, packaging and goods. See the sales terms.
Toys and ordinary packaging
Keep the goods complete and preserve their packaging for an ordinary return. Handling beyond necessary inspection, damage, missing parts or lost packaging may reduce the refund by the evidenced loss in value. Damage or missing parts present on receipt are handled as a claim about the goods. Legal basis: Article 14(2) of Directive 2011/83/EU and VÕS § 56²(4).
Full rules and defective goods
Read the for timing, exceptions, reimbursement and diminished value. Faulty, damaged, incomplete or incorrect goods are handled separately through ; statutory remedies remain available regardless of an ordinary withdrawal exception.
Contact us
To request a return or report a problem with your order, use the or email info@bttoys.eu.