Returns & Refunds

At BenToys, we want every order to end with a happy kid and a happy grown-up. If something isn't right, we'll make it right.

30-Day Returns

You have 30 days from the date your order is delivered to request a return.

To be eligible, items must be:

• Unused and in the same condition you received them
• Complete — all pieces, parts, and accessories included
• In their original packaging, with the box intact and undamaged
• Accompanied by proof of purchase

Please contact us before sending anything back. Returns received without prior authorisation cannot be processed, and we won't be able to locate your order.

To start a return, email us at support@bentoys.store with your order number and a short note about what you'd like to do.

Who pays for return shipping

If you're returning an item because you changed your mind, return shipping is at your own cost, and we recommend using a tracked service — we can only refund items we actually receive.

If the item arrived damaged, defective, incorrect, or incomplete, we cover the return entirely, and in most cases we won't ask you to send it back at all.

Damaged, Defective, Incorrect, or Missing Parts

Toys travel a long way, and occasionally something goes wrong. If your item arrives damaged, faulty, incorrect, or with pieces missing, please contact us within 7 days of delivery.

Please include:

• Your order number
• A short description of the issue
• Clear photos of the item, and of the outer packaging if it was damaged in transit

Once we've reviewed it, we'll arrange a replacement, a replacement part where available, store credit, or a full refund.

Exchanges

Wrong age range? Bought two of the same thing? We're happy to help.

Exchanges may be requested within 30 days of delivery, as long as the item is unused, complete, and in its original packaging.

Items We Can't Accept Back

For hygiene and safety reasons, we're unable to accept returns for:

• Items intended for mouth contact — teethers, bath toys, feeding and mealtime items — once the packaging has been opened
• Personalised or custom-made products
• Gift cards
• Final sale and clearance items
• Items showing signs of use, or returned incomplete or without their original packaging

Safety Recalls

If a product you purchased from us is ever subject to a safety recall, we will accept its return regardless of how long ago you bought it, and regardless of its condition. Recalls always override every time limit on this page. Please stop using the item immediately and contact us.

Order Cancellations

Orders may be cancelled within 24 hours of purchase. After that, your order has entered processing and can no longer be cancelled — but you're still covered by the 30-day return window once it arrives.

Delivery Times & Lost Packages

Delivery timeframes are shown on our Shipping Policy page and at checkout. Please allow the full estimated window before contacting us about a late parcel — tracking sometimes updates slowly while a package is in transit.

If your package appears genuinely lost, get in touch. We'll open an investigation with the carrier and find the best solution with you.

United Kingdom & European Union Customers

If you're in the UK or the EU, you have the right to cancel your order within 14 days of delivery without giving a reason. This right is in addition to — not instead of — the 30-day return window above, so in practice you're always covered by whichever is more generous.

Items must be returned unused, complete, and in their original packaging.

Australian Customers

Nothing in this policy limits your rights under the Australian Consumer Law. If an item is faulty, unsafe, or not as described, you are entitled to a repair, replacement, or refund.

Refunds

Once your return arrives and has been inspected, we'll let you know whether it's been approved.

Approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take a few additional days to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you still haven't seen it, please contact us and we'll chase it up.

Questions?

We'd rather hear from you than have you guess.

📧 support@bentoys.store 📷 @bentoysstore

Thank you for choosing BenToys.