We are happy to exchange or refund items if returned to a store within 28 days of purchase, provided the goods are unused, unopened, in original packaging with all materials, manuals and accessories intact and accompanied by a valid GORDON'S Toys receipt.
We reserve the right to refuse redress if the return falls outside of our unwanted returns policy / terms & conditions.
Items paid for in-store and delivered to the customer’s home address should be returned to GORDON'S store in the event that an exchange or refund is required, in line with our in-store returns policy.
Video Game & Nursery Products
For your benefit and for reasons of product integrity and hygiene, we cannot offer refunds or exchanges, unless faulty or not as described, on the following items: Nursery items, gift cards, and Software Zone items including but not limited to:
Digital downloads and ESD cards
Products containing downloadable content
Digital and games credit and subscriptions
Consoles and bundles
Computer or games software
This does not affect your statutory rights. Please see our tablets and games console FAQ's for useful tips and help on how to address set up, performance and other issues you may encounter.
If your LEGO set is missing pieces, 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. If you would like to order the parts online, please click here and follow the simple steps.
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.
In the unlikely event that you receive a faulty item, you may return this item to us in accordance with your statutory rights.
Please ensure you have checked the batteries, please note that all our toys work best with alkaline batteries.
In all cases, this item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement/repair/refund).
If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We will return such items to the customer at the customer’s cost.
In dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.
All Other Information
You should receive notification of your refund within 5 working days after your parcel has been returned. If you have not received notification of your refund within 5 working days please contact us.
You can cancel or update your payment details on your pre-order in your GORDON'S Toys Account as long as stock has not been allocated to your order. Note, this option is only available for pre-orders.
You can amend payment details on your pre-order in your GORDON'S Toys Account. If you do not have an account, you can do so on our manage your pre-order page.
Cooling Off Period
There is a cooling off period of 14 days during which you have the right to cancel your order. You must provide notice of cancellation no later than 14 days after the receipt of goods through one of the following mediums:
BY CALLING IN STORE.
We will refund the original purchase price and delivery charge provided that the goods are returned to us in their original condition. Where the returned/cancelled item forms part of a larger order all of which is not being returned, the original delivery charge will continue to apply.
Returning Incorrect Items
Upon delivery, it is the customer’s responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.
Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. Where you have received the incorrect items, we will arrange collection of the incorrect items on a date suitable for you within 7 days of the correct item being delivered. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).
Forms of Redress
The acceptable forms of redress for any return whether online or in store are a repair, replacement or a refund.
We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries. Under UK/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 UK/European Online Dispute Resolution Platform.