We are happy to exchange or refund goods if returned within 28 days of purchase and provided that they remain unused, unopened, in their original condition and packaging with all materials, manuals and accessories intact. All returns must be accompanied by a valid Ken Black Toys receipt or, for online click & collect / home delivery returns, your dispatch confirmation email including your order reference number. You will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.
Where an item is damaged or returned otherwise than as per our stated requirements above, we reserve the right to refuse a refund.
If your return does not meet the requirements of our 28 day returns policy, the decision to accept the return is at the discretion of the Store Manager. We are unable to reverse the Store Manager's decision.
Please ensure to retain your proof of posting, until the parcel arrives with us it remains your responsibility.
Once the item is received back to the warehouse it will be checked and granted it meets our returns policy conditions, we will then offer a refund for this item. Refunds will be applied to the payment method used for the purchase of the item.
If you believe your product has a fault, then you can return this within a reasonable timeframe to your local store with your Ken Black Toys receipt, where we will be happy to inspect and, once the item is deemed to have a genuine fault, then we will issue a suitable form of redress (replacement / repair / refund) which is at our discretion. If the fault present is deemed to be a non-manufacturing fault (due to accidental damage or mis-use) then we are unable to offer you with a replacement or a refund.
We strive to ensure all your purchases reach you in perfect condition. If you received a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form. Where the damage is not noticeable until you open your parcel, after you have signed for delivery please notify us within 48 hours via our online contact us form. We will then advise on how best to proceed. Please check all contents on receipt of your order.
We are unable to accept a return of goods damaged in transit unless you notify us withing 7 days of receipt of your order.
For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on Nursery items, Gift Cards, or Software.
This does not affect your statutory rights. Please see our tablets and games console FAQs here for useful tips and help on how to address set up, performance and other issues you may encounter.
The acceptable forms of redress for any Return whether online or in store are a Repair, Replacement or a Refund.
If your LEGO set is missing piece/s, please contact LEGO directly and they will send you the missing piece/s as soon as possible.
LEGO can be called on 00800 5346 5555 or contacted via their website http://service.lego.com/en-gb/contactus. If you would like to order the parts online, please use the following link and follow the 7 simple steps. https://service.lego.com/en-gb/replacementparts#BasicInfo
Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part/s as promptly as possible.
We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries in a satisfactory conclusion. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform.