Refund policy

Thank you for shopping at Lennie's Toys! We are committed to ensuring your shopping experience is seamless and satisfying. Our return policy is designed to protect both our customers and our business. Please review the following details carefully before initiating a return.

A Message from Our Family

Lennie's Toys is a small, independent, family-run shop, made up of just four family members. While we’re happy to accept returns, we kindly ask that you carefully review and consider our return policy before placing an order. Returns can be costly for a small business like ours, and unlike larger competitors, we don't have the same flexibility when it comes to absorbing these costs. We truly appreciate your understanding and cooperation in helping us manage the strain that returns can place on our business. Your support means the world to us and helps us continue providing quality products and service.

General Returns

  • You have 30 days from the date of receiving your item to request a return.
  • To be eligible for a return, the item must be in new condition, unused, with tags attached, and in the original packaging.
  • You will need to provide proof of purchase or a receipt for your return to be processed.
  • If items arrive damaged, we will still ask you to return them. While we will process your refund, the returned item will be donated to a local children's charity, ensuring that even damaged items can be used for a good cause.

  • If you’re returning only part of your order and your original order included free postage or discounts, your refund will be adjusted accordingly to exclude those discounts.

  • Please note: Any postage fees paid for the original order will not be refunded.

International Returns and Exchanges

 

  • You must contact us within this 7-days from your delivery date to initiate an international return, and the items must arrive back to us within 14 days from the delivery date.
  • Important: Before placing an international order, please carefully consider the likelihood of needing to return items. Due to the costs associated with return shipping, customs fees, and import duties, it may not be worth returning an order or part of an order.
  • Customers are responsible for covering the return shipping costs, as well as any customs fees or import duties that may arise during the return process.

Bulk Order Returns

  • For customers returning 3 or more items from a single order, a 30% restocking fee will be applied.
  • This restocking fee helps prevent the practice of purchasing bulk quantities with the intent to resell or return unsold items.
  • Please note: This applies to items such as blind bags, where buyers may attempt to preview contents and return undesired items.

Discretionary Restocking Fee for Frequent Returns

  • In cases where a customer has made frequent returns, a discretionary restocking fee may be applied.
  • The decision to apply this fee is made on a case-by-case basis, taking into account the specific return history.

Order Cancellations and Amendments

  • If you need to cancel or change your order, please contact us at info@lenniestoys.com before the order is dispatched.
  • We will do our best to accommodate changes, but once an order has been shipped, our standard return process will apply.

Damages and Defects

  • Please inspect your items upon receipt. If you find any defects, damages, or have received the incorrect item, contact us immediately at info@lenniestoys.com.
  • We will review the situation and work swiftly to correct any issues.

How to Initiate a Return

  • To begin the return process, please email us at info@lenniestoys.com.
  • Once approved, we will provide you with a prepaid UK return shipping label and instructions on how to send your item back. 
  • Please note: Returns sent without prior approval will not be accepted.
  • International customers: Please note that you are responsible for return shipping costs, customs fees, and any other import duties incurred during the return process. You will need to provide your own shipping label. Be sure to consider these costs before deciding to return an international order.

Refund Process

  • Upon receiving and inspecting your returned item(s), we will notify you of the refund approval status.
  • If approved, your refund will be processed back to your original payment method.
  • Please note that your bank or card issuer may take 10 working days to process the refund on their end (this is out with our control).
  • Please note: Any postage fees paid for the original order will not be refunded.

Questions?

If you have any further questions or concerns about our return policy, feel free to reach out to us at callum@lenniestoys.com. We’re happy to help!