Refund policy

Last updated: 13 October 2026

We want your child to love what you buy. If they don't, you can send it back.

The short version

There are three ways to get your money back. You can use whichever one helps you most.

30-day money-back guarantee 14-day right to cancel Faulty, damaged or wrong item
What is it? Our own promise Your legal right for online orders Your legal right under the Consumer Rights Act 2015
How long? 30 days from delivery 14 days from delivery to tell us, then 14 more days to send it back Full refund within 30 days. After that, a repair or replacement first. Rights last up to 6 years
Do I need a reason? No No Yes – the item has a problem
Who pays return postage? You You We do

Our guarantee is extra. It does not replace or reduce your legal rights.

1. Our 30-day money-back guarantee

If you're not happy with your order for any reason, you can return it within 30 days of the day it was delivered for a full refund of the price you paid for the item.

  • Who gives this guarantee: CHEERFUL CHILDREN TOYS LTD, 4 Branksome Road, Norwich, NR4 6SN, United Kingdom.
  • How long: 30 days, starting the day your order is delivered.
  • Where it applies: orders delivered to addresses in the United Kingdom.
  • What we ask: it's fine to open the box, try it on and have a quick play. Please send it back clean and complete, with all the pieces.
  • Return postage: you pay for return postage when you've changed your mind. We pay if the item is faulty, damaged or wrong.
  • No Christmas extension. The 30 days start on the day of delivery, even for Christmas presents. If you order early for Christmas, please check the item before you wrap it.

To use the guarantee, follow the steps in section 4.

Your legal rights. You also have legal rights when you buy goods. This guarantee does not affect them. They are explained in sections 2 and 3.

2. Your 14-day right to cancel

UK law (the Consumer Contracts Regulations 2013) gives you the right to change your mind about an online order.

How long you have

  • You can cancel within 14 days, starting the day after your order is delivered.
  • If your order arrives in more than one parcel, the 14 days start the day after the last parcel arrives.
  • You don't need to give a reason.

How to cancel

  • Email support@cheerfulchildrentoys.com saying you want to cancel. Include your order number.
  • You can use the model cancellation form at the bottom of this page, but you don't have to.
  • You can also cancel before your order is sent. Just email us as soon as you can.

Sending it back

  • Send the item back within 14 days of telling us you're cancelling.
  • You pay for return postage.

Your refund

  • We refund the price you paid for the item.
  • If you return your whole order, we also refund the standard delivery charge you paid.
  • We'll refund you within 14 days of the day we get the item back, or the day you show us proof you've posted it, whichever comes first.
  • We refund to the same card or account you paid with. There's no fee.

Trying things out

  • You can handle and check the item the way you would in a shop. For a dress-up set, that includes trying it on.
  • If an item comes back used more than that (for example worn to a party, washed, stained, or with pieces missing), we may take some money off your refund to cover the loss in value.

3. Faulty, damaged or wrong items

If something is faulty, arrives damaged, isn't as described, or isn't what you ordered, please email us with your order number and a photo. We'll pay for the return.

Under the Consumer Rights Act 2015, your rights are:

  • Within 30 days of delivery: you can ask for a full refund. Or, if you prefer, a repair or replacement.
  • From 30 days to 6 months: we'll first offer a repair or replacement. If that doesn't work, or isn't possible, you can have a refund.
  • After 6 months: you still have rights. We'll offer a repair or replacement first. If that doesn't work, you can have a full or partial refund. You may need to show the fault was there when you got it.
  • You can make a claim for up to 6 years (5 years in Scotland).

Some things aren't faults, such as normal wear and tear, or damage from an accident or misuse.

Missing or lost parcels. We're responsible for your order until it's delivered to you (or to the safe place or person you chose). If it doesn't arrive, tell us and we'll sort it out.

4. How to return something

  1. Email us at support@cheerfulchildrentoys.com with your order number, what you're returning, and why (we only need a reason if it's faulty, damaged or wrong).
  2. We'll reply within 2 working days with instructions. If the item is faulty, damaged or wrong, we'll send you a free returns label.
  3. Pack it up safely, with all the pieces.
  4. Post it to:
    CHEERFUL CHILDREN TOYS LTD
    4 Branksome Road
    Norwich
    NR4 6SN
    United Kingdom
    Keep your proof of postage until your refund arrives.
  5. Get your refund. We'll email you when it's done.

5. Other things to know

  • Bundles. If you return the whole bundle, you get back everything you paid for it. If you return only part of a bundle, we refund what you paid for the bundle, minus the full price of the items you keep. If one item in a bundle is faulty, we'll replace it, or give you a fair refund for that item.
  • Discounts. We refund the amount you actually paid, after any discount code.
  • Free delivery. If you got free delivery and return part of your order, we won't charge you for the delivery.
  • Gifts. If you received one of our toys as a gift, we can offer you an exchange or store credit. Any refund goes back to the person who paid, to the card or account they used.
  • Refund time. Once we've processed your refund, it usually takes 5–10 working days to show in your account, depending on your bank.

6. Need help?

Email support@cheerfulchildrentoys.com. We reply within 2 working days.

CHEERFUL CHILDREN TOYS LTD · Registered in England and Wales, company number 12032621 · 4 Branksome Road, Norwich, NR4 6SN, United Kingdom

Model cancellation form

Only fill in and send this form if you want to cancel your order. You can copy it into an email.

To: CHEERFUL CHILDREN TOYS LTD, 4 Branksome Road, Norwich, NR4 6SN, United Kingdom. Email: support@cheerfulchildrentoys.com

I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods:

  • Goods: ________________________________
  • Order number: ________________________________
  • Ordered on* ____________ / received on* ____________
  • Name of consumer(s): ________________________________
  • Address of consumer(s): ________________________________
  • Signature of consumer(s) (only if this form is sent on paper): ________________
  • Date: ____________

* Delete as appropriate.