Refund Policy
1. This policy sets out the returns policy for goods or services purchased through the online store operated by cloudninetoys.com
2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.
3. Some types of goods are exempt from being returned for a refund where they are perishable (Sweets or other edibles).
4. Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a gift card or gift-wrapping service)
5. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the standard postage and packaging charges. You will not be entitled to a refund of the cost you incur in returning the item to us.
6. Our standard returns policy entitles you to a full refund of the purchase price and standard postage and packaging charges if you change your mind (i.e., the goods or services provided are not faulty or were not described properly) within 14 working days.
7. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction. If we require you to return a faulty item, we will send you a returns label for you to return the goods. Upon receiving the returned goods, we will inspect them and if faulty will offer you your choice of a replacement, refund or repair.
8. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about if and how this can be done.
9. Once your return is received and inspected, we'll contact you to let you know how we will proceed, we will only credit your original method of payment, this will be done within 3 working days of us receiving the return.
10. If you haven't received a refund after 7 days from when we told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank to check they have not received it, in this instance please contact us so we can resolve the matter quickly.
11. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).