Refund policy

Returns, Refunds & Right of Withdrawal Policy

We want you to be happy with your order. If you are not satisfied with your purchase, you can request a return or exercise your legal right of withdrawal as described below.

1. Returns

We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.

To be eligible for a return outside of your statutory right of withdrawal, your item should be unused, complete, and in the same condition that you received it. Where possible, please return the item in its original packaging.

To start a return, please contact us at info@smiletoysshop.com or use the return function available in our store.

Please do not send items back without contacting us first, so that we can correctly assign the return to your order.

Returns must be sent to the return address provided in our return instructions.

Please do not send items back before submitting a return or withdrawal request. Depending on the item, brand and warehouse, the correct return address may differ. After we have reviewed your request, we will provide the correct return address or return label by email.

If an item is returned to an incorrect address without prior return instructions, this may delay the processing of your return or refund.

2. Right of withdrawal for EU consumers

If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days after receiving the last item in your order, unless a legal exception applies.

You do not need to give a reason for exercising your right of withdrawal.

To exercise your right of withdrawal, you can use the “Withdraw from contract” function available in our online store. After submitting your withdrawal request, you will receive an email confirmation confirming that we have received your request.

You may also inform us of your decision to withdraw from the contract by contacting us at info@smiletoysshop.com.

3. Withdrawal period

The withdrawal period is 14 days from the day on which you, or a person appointed by you, receives the last item in your order.

If you submit your withdrawal request before the end of the withdrawal period, the deadline is met.

4. How to withdraw from your order

You can withdraw from your order by using the “Withdraw from contract” link or button in our store.

Please provide the following information so that we can identify your order:

- your full name,
- your email address,
- your order number,
- the item or items you want to withdraw from, if the withdrawal does not apply to the full order.

After submitting your request, you will receive an automatic confirmation by email.

5. Returning goods after withdrawal

After exercising your right of withdrawal, you must return the goods to us without undue delay and no later than 14 days after informing us of your withdrawal.

The goods should be returned complete and, where possible, in their original packaging.

You are only liable for any loss in value of the goods if this loss in value is due to handling that was not necessary to check the nature, characteristics and functioning of the goods.

6. Return shipping costs

You are responsible for the direct cost of returning the goods, unless the item is faulty, damaged, or we have sent you the wrong item.

If an item arrives damaged or incorrect, please contact us as soon as possible at info@smiletoysshop.com and include your order number and photos of the item and packaging.

7. Refunds

If your withdrawal is valid, we will refund the payments received from you, including the standard delivery costs of the original shipment where legally required.

We may withhold the refund until we have received the returned goods or until you have provided proof that you have sent the goods back, whichever happens first.

Refunds will be made using the same payment method that you used for the original transaction, unless otherwise agreed.

Please note that it may take additional time for your bank or credit card provider to process and post the refund.

8. Cancellations before shipping

If your order has not yet been fulfilled or shipped, you may request a cancellation.

You can do this through the cancellation function in your customer account or by contacting us as soon as possible at info@smiletoysshop.com.

If your order has already been fulfilled or shipped, you may need to use the return or withdrawal process instead.

9. Damaged, faulty or incorrect items

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

Please include your order number and photos of the product and packaging so that we can evaluate the issue and find a solution.

10. Exceptions and non-returnable items

Certain items may be excluded from returns or the right of withdrawal where legally permitted. This may include, for example:

- customized or personalized products,
- sealed goods that are not suitable for return for health or hygiene reasons if the seal has been removed,
- digital gift cards or digital products, where applicable.

This does not affect your statutory rights if an item is faulty, damaged, or incorrect.

11. Exchanges

We do not offer direct exchanges. The fastest way to get a different item is to return the item you have and place a separate order for the new item once your return has been accepted or your withdrawal has been processed.

12. Contact

For questions about returns, refunds, cancellations or withdrawals, please contact us at:

Email: info@smiletoysshop.com
Store: Smile Toys Shop
Website: smiletoysshop.com