How to start

Use Returns & Exchanges to submit an eligible return or cancellation request. Do not send goods before APPYTOYS has reviewed the request and provided the authorised return instructions.

Standard withdrawal and return timing

Consumers may exercise the statutory right of withdrawal within the applicable 14-day period. After communicating the decision to withdraw, eligible goods must be sent back without undue delay and within the further statutory return period.

Return shipping

For a standard withdrawal, the customer bears the direct cost of return shipping where informed of that obligation. APPYTOYS asks customers to use a tracked service, keep proof of dispatch and send the parcel only to the logistics centre authorised for that return.

The authorised return centre can depend on the fulfilment location from which the goods were originally dispatched.

Condition of returned goods

Return the complete product with all components, accessories, manuals and packaging supplied with it. A consumer may inspect the goods to the extent necessary to establish their nature, characteristics and functioning. Handling beyond that can result in a proportionate deduction for diminished value where permitted by law.

Where a statutory exclusion applies, including certain sealed goods for which the withdrawal right can be lost after the seal is broken, the return may not be accepted.

Refunds

Where the withdrawal is valid, APPYTOYS reimburses the amounts required by applicable law using the original payment method unless another lawful method is agreed. Standard outbound delivery costs are reimbursed only to the extent required by law; additional cost caused by a premium delivery method chosen by the customer may be excluded.

APPYTOYS may withhold reimbursement until the goods are received or until the customer provides evidence of having sent them back, where permitted by law.

Returns that cannot be accepted

If no return right applies, the request is outside the applicable period, a statutory exclusion applies or another lawful reason prevents acceptance, APPYTOYS will notify the customer. Goods already received and not accepted under the return process will be held for 30 calendar days for collection at the customer's expense and responsibility.

Damaged, defective or incorrect goods

Do not use a standard change-of-mind return for a product problem. Contact APPYTOYS Customer Care first, provide the order number and the evidence reasonably needed to review the issue, and wait for instructions.

This process does not limit the mandatory legal guarantee or other rights that apply to defective or non-conforming goods.

Open the product-problem guide.

Exchanges

Exchanges are reviewed rather than automatically granted. Start with the return process or contact Customer Care so APPYTOYS can check the appropriate solution for the order.

Refused or uncollected deliveries

Refusing delivery or failing to collect a parcel is not a substitute for exercising the right of withdrawal.

Exception for evident external transport damage: the above deductions do not apply where the parcel shows evident external transport damage and the customer refuses delivery because of that damage, provided that the reason for refusal is expressly recorded on the carrier's delivery document at the time of refusal.

Mandatory consumer rights always remain unaffected.