Returns Policy

Returning/Exchanging an Item (FREE for UK customers)

Extended Christmas Returns:
Items ordered between 1st November and 21st December may be returned up to Wednesday 9th January

Under the United Kingdom Distance Selling Regulations 2000 you have a right to cancel your purchase order within seven days of receipt by the appropriate addressee, of products sold under our agreement with you. These are the terms which apply:

.1 You must tell us you wish to cancel within 7 days of your receipt of the Goods, by emailing customercare@totsplanet.co.uk , quoting your order number, details of the product you wish to return, and whether you require a refund or a replacement.

.2 In any event, you may not cancel orders for handmade, specially commissioned or personalised goods;

.3 We will provide you with a pre-paid Returns Label by email (UK customers only - for non-UK customers the return must be sent at your own risk and cost to the address below)**

.4 The Goods must then be returned to us within 21 days of your telling us you wish to cancel:

.1 with both goods and all packaging in their original condition *;

.2 securely wrapped;

.3 including our delivery note or invoice (or copy of);

.4 using the pre-paid returns label we have provided you with (UK customers only - for non-UK customers the return must be sent at your own risk and cost to the address below)**

Tots Planet Returns
PO BOX 257
RADLETT
WD7 0BT
UNITED KINGDOM

.5 After we have received the Goods:

.1 If a refund was requested, we will credit your credit or debit card with the full purchase price of the goods returned no later than 30 days from the date of receipt. Please note that the original cost of posting the goods to you (P&P) will not be refunded.

.2 If an exchange was requested we will send out your replacement within one working day.

.6 If you do not return the Goods to us, you are still liable to us for the cost.

.7 We are under no obligation to collect or recover Goods from you, but if we do, our costs will be payable by you.

Faulty or wrong item

If the item you received is faulty or is not what you originally ordered, please e-mail customercare@totsplanet.co.uk quoting your order number, details of the product and the reason for return, and whether you require a refund or a replacement. Please then follow steps 3 to 7 in the section above entitled Returning/Exchanging an Item (FREE for UK customers). Please note that if your item is faulty or incorrect we will also be able to refund the original cost of delivering the item to you (P&P).

Discount codes & vouchers

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

*Please note. If the product is not in a resalable condition then we will not be able to offer you a refund. We will have to send the product back to you, and you will have to incur the cost of the return delivery.

** It is recommended that - for your own protection - you obtain a Certificate of Posting (available free from the Post Office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement as thr goods remain your responsibility until they reach us.