Returns Policy

Purchases from Kapow Toys may be returned within 30 days of receipt, subject to the terms stated below.

Unopened Items

Unopened and unused item(s) can be returned within 30 days of receipt - unless specifically stated on the product details page.

The packaging must be in the same condition as it was upon receipt.

Opened Items

Opened item(s) are not eligible for returns - this includes:

  • Item(s) that have been opened or removed from the packaging
  • Item(s) that have visible indications that the packaged has been opened
  • Opened cases that are no longer factory sealed

Damaged and Defective Items

Any defective item(s) or item(s) damaged in transit can be returned for replacement(s) of the same item(s) (or replacement part(s) depending on the issue), providing you notify Kapow Toys within 30 days of receiving your order. If the item is no longer available you will be issued with a refund.

We may request that you e-mail a picture of your broken or defective item to help us determine what exactly is wrong and if a replacement part would be helpful.

The following issues do not qualify as a defective product:

  • Minor cosmetic paint issues
  • Package condition - unless you contacted Kapow Toys prior to purchase to request a mint box

How to return an Item

If you wish to return an item please contact us via email at returns@kapowtoys.co.uk) and provide the following information:

  • Your name
  • Order number
  • Product(s) name
  • Reason(s) for return
  • Photographs of the item in the case of damage or defect(s)

Return Shipping - Domestic Customers

Once your return request has been approved:

If you have access to a printer please go to http://www.royalmail.com/track-my-return/pick-a-retailer, select 'Kapow Toys' and follow the on-screen instructions. You will also need to complete and enclose the returns form. Failure to enclose the form will result in your return taking significantly longer to process.

If you do not have access to a printer please go to http://www.royalmail.com/labelstogo?iid=PTHP_Labelstogo_DD_02 and follow the instructions for 'Returning an item you've brought online'. You will also need to complete the returns form and send it to returns@kapowtoys.co.uk. Failure to email the form will result in your return taking significantly longer to process.

If the item(s) you are returning exceeds the Royal Mail size/weight limit (61cm (L) x 46cm (W) x 46cm (D) and/or 20kg) please contact returns@kapowtoys.co.uk. Return postage is free of charge when item(s) are returned by the methods above.

If items are returned by other means (without prior agreement from Kapow Toys), the sender is responsible for all costs involved.

Return Shipping - International Customers

If the return is due to an error by Kapow Toys or a damaged or defective product we will issue you with store credit for what it would reasonably cost to ship the item back to Kapow Toys using a cost-efficient method.

You will be responsible for shipping the item(s) back and paying for the actual shipping fees.

You must notify us of any errors, damage, defect(s) within 30 days of receipt.

If the return is not the result of a Kapow Toys error, damage or a defect Kapow Toys will not pay for the return shipping fees.

You will be responsible for all shipping costs without reimbursement. Kapow Toys are not responsible for any lost or damaged packages returned to us.

How to Prepare Your Item for Return Shipping

Please pack the item(s) in an appropriate-sized cardboard box and use bubble wrap or another type of fill to adequately protect the item.

Please do not place the shipping label directly on the item(s) to return it as this will result in your return being null and void and no refund, replacement or store credit will be issued.

If the item(s) are damaged in transit or received by Kapow Toys in worse condition than on dispatch to you your refund will be less than the value of the item(s) being returned.

Refunds

Refunds on returned item(s) are issued after the product(s) have been received by Kapow Toys and processed - please allow three working days (this timescale may be increased during busy periods).

Refunds are issued in the original form of payment. In cases where this is not possible, store credit will be issued.

Once we issue your refund there may be a delay for the funds to clear - the following timescales are estimates:

  • Debit/Credit Cards: 3-5 working days
  • PayPal: Depends on your PayPal original source of payment - PayPal states up to 30 days.
  • Store credit: Available immediately

Refused and Undeliverable Shipments

A refused shipment will be treated as a return and any return costs will be deducted from your refund.

If a shipment is returned to Kapow Toys as undeliverable due to an error on your part (e.g. an incorrect address provided or maximum number of delivery attempts exceeded) we will contact you to arrange reshipment of the goods.

Any return and reshipping costs are due before the package is reshipped. Re-shipments for domestic customers are not be eligible for Free Shipping.

International customers will be responsible for any additional fees, duties, or taxes for refused or undeliverable shipments. If Customs dispose of your shipment for any reason, no refunds will be issued for product or shipping.

Restocking Fees

Fees may apply in the following circumstances:

  • The returned goods contain missing, damaged, or opened items
  • The returned goods have been opened and inspected by Customs
  • The returned good were received by Kapow Toys after the 30-day return window

Our Customer Service team will contact you with any general concerns prior to issuing a refund.