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Returns and complaints

Submit a return or a complaint

We hope you are satisfied with our outdoor toys. Does a product unfortunately not meet your expectations, and do you want to return it? This is possible of course. You can return a product without stating a reason within 21 days, charges apply. Upon receipt we will refund the purchase price.

What are our return conditions?

Products should - if possible - be returned in their original packaging or at least in a sturdy cardboard shipping box. We therefore recommend always opening the shipping box and original packaging carefully so you can use them to return your order.

The following return conditions apply to orders placed on the EXIT Toys website:

  • The return must take place within 21 days after revocation of the contract.
  • The items you return are complete.
  • If you return an order that doesn’t meet the above conditions, the order will be sent back to you.
  • The return costs will be charged to you unless EXIT Toys is liable for delivery of an incorrect, damaged or faulty product.
  • The return costs for parcel shipments are £ 9.95 and for pallet shipments £ 19.95. This will depend on the size and weight of the return shipment.
  • Products from a set offer, where a discount or a free product is offered when buying one or more products, can only be returned together with the bundled products.
  • If you return a product from a set offer without including the bundled products, EXIT Toys reserves the right to send an invoice for the unreturned products or to deduct an amount from the final invoice.

I want to return a product

You can register a return through the EXIT Service Portal within 21 days. Log in with the e-mail address that you used to place the order. Register the product as a return in your account. Your report will be processed within 48 hours, and you will receive the return instructions that apply to your return.

Return costs

The return costs for parcel shipments are £ 9.95 and for pallet shipments £ 19.95. This will depend on the size and weight of the return shipment. At EXIT Toys we like to do our part when it comes to a better living environment. One of our sustainability goals is therefore to ensure that all EXIT product transportation is kept to a minimum. By charging for returns, we hope to reduce the number of returns. This way, we collectively make a positive contribution to the environment.

When will I get my money back?

As soon as we have received your return, you will receive a confirmation by e-mail. Within 14 days we will refund you with the same payment method you used for the original transaction.

Did you pay by credit card? Then we will refund the amount to your credit card account. How long it takes for the amount to be credited to your bank account also depends on the cooperation of the bank/credit card company and is beyond our control.

I have received an incorrect, damaged, or defective product

Did you receive a different product than ordered? Or did you receive a damaged or defective product? That’s unfortunate. You can report this as a complaint in your account through the EXIT Service Portal. In this case, we will cover the return costs. We will inform you within 48 hours about how to proceed and make sure that you receive the correct product as soon as possible.

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