Returns Policy

Returning goods back to Ark Toys

Ark Toys will accept returns of orders (either complete or partial) at our discretion within 14 days of delivery. All products must be returned in their original packaging and in the same original and saleable condition as they were on receipt. 

Where a return is agreed, all return fees are at the responsibility of the customer, except in any conditions where goods are damaged or are received in a condition unfit for resale.

We do ask that a valid reason for the return of the products is made so to help improve our business. 

Any orders which are returned to us will be subject to a re-stocking charge which will be 20% excluding VAT of the value of the products. 

Important: Returns are not accepted on bespoke or custom products except in exceptional circumstances. 

To discuss returned goods please contact our team or call one of the team on 01704 505050.

Our responsibilities on receipt of return

Once we have received your returned order, we will review and inspect the items within 7 working days. If the order is returned as per the conditions outlined above, then we aim to refund you (minus any restocking fees) within a further 7 working days. 

Where items are returned where the condition is deemed in a state where they cannot be resold, one of our team will contact you to discuss how we will proceed. 

Shortages & Damages

All orders will be complete with a detailed invoice, either within the consignment or sent to you electronically. 

On receipt of the order, it is essential to check the consignment against the original invoice. 

In the event of ordering items which are out of stock or on back order, we will highlight these and these will then be shipped when they are back in stock.

Once you have checked your order, if you find that items are either missing or are damaged then please contact us on 01704 505050 or message us via our contact page advising your order number. 

Where products are damaged, please take photos of the damage for use as evidence and send these to us, either electronically or via a file sharing platform.