Returns and Exchanges


In cases of all returns or exchanges, please contact me by telephone or e-mail as soon as possible after receipt of your order, prior to returning any items.

It's really important to me that you're entirely happy with your purchase....

So please do take a moment to check that the age suitability, care instructions and dimensions meet your needs, when making your choice. All of this information is included within each toy's description.  I do carefully check the items in your order prior to despatch, to the best of my ability and within the limitations of not interfering with manufacturers packaging.

Sending goods back

When returning items, I strongly recommend that you ask the Post Office or other carrier, to provide you with proof of postage, just in case the parcel goes astray, as I can't give refunds or exchanges for returns which don't reach me. Similarly, I can't reimburse for returns which have been damaged during their journey back here, if the damage is clearly due to the item(s) being inadequately or inappropriately re-packaged for the return journey. 

The Returns address is:

The Organic Toy Company Ltd
63 Ramsgate Road
CT10 2DJ

Faulty, damaged or incorrectly sent goods

In the unlikely event that you should receive an item which is faulty or damaged, or if you've been sent an incorrect item in my error, please contact me as soon as possible by telephone or e-mail, prior to sending the item(s) back. Once I've received your return, I'll refund or exchange, whichever you prefer, to the value of the returned item(s). 

Unwanted goods

If you simply change your mind about the item you've bought or you're not entirely satisfied with it, it's no problem at all. I'll refund or exchange to the value of the goods, provided they're returned in a saleable condition (see below) and within 14 days of receipt. If you've ordered the wrong item, or have change your mind about your purchase, the return postage would need to be at your cost. When the item(s) have been safely received back here, the value of the goods will be refunded, provided the item(s) are returned in a saleable condition.

Saleable Condition

All non-faulty items must be returned in good and saleable condition: unused, unwashed, unmarked, odour-free and with all original packaging, tags and care labels intact.  

I reserve the right to refuse an "unwanted goods" return, if reasonable care hasn't been taken to keep any retunrned items in the same condition in which it was received, or if it's been washed, used, contains odours such as fragrances, smoke, etc, has had the tags or manufacturer's packaging removed, has been marked or is dirty or in an unsaleable condition. 


Refunds can only be made by the same method of payment that was used when placing the order. Card refunds can only be credited to the card originally used for the transaction.  

Any cash payments made in person will be refunded in cash and you will be asked to sign for receipt of this. 

Your reasonable postage costs for returning faulty, damaged or incorrect items will be reimbursed and this element of the refund will be paid by cheque as I'm unable to refund back to the card more than the original transaction value. If a refund for faulty, damaged or incorrect items, relates to only part of an order, your return postage costs will be reimbursed to your card, provided the overall refund amount doesn't exceed the original transaction value.  

Refunds are issued promptly on receipt of items returned in a saleable condition but please be aware that it may take up to 10 days for card refunds to appear on your account.  


In cases of exchanges of items of different values, I'll first issue a refund to the value of the returned goods, including any refundable postal charges. A completely new order would then need to be placed for replacements of the returned goods.

Other policy pages are:
Placing an Order
UK Deliveries
International Deliveries
Privacy and Cookies
Website Use
Environmental Policy

All of the above forms part of the Terms and Conditions.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 replaced the Consumer Protection (Distance Selling) Regulations 2000 and The Cancellation of Contracts made in a Consumer's Home or Place of Work etc. Regulations 2008 for all contracts made from the 13th June 2014 to the Distance Selling Regulations.