If a toy from Mascot Toys is not quite right for your dog or cat, here is everything you need to know about sending it back.
Amounts on this page are in GBP (£). This policy sits alongside, and does not affect, your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
How Long You Have
You have 30 calendar days from delivery to request a return. After that, we generally cannot accept it, so it is worth acting sooner rather than later if you are unsure about a purchase.
What Qualifies
- The item arrived damaged
- The item is faulty or defective
- We sent the wrong product
- You changed your mind and no longer want it
- The item falls within the return window and meets the conditions below
Every return request is reviewed to make sure it fits these conditions before we approve it.
Conditions for a Valid Return
To be accepted, your item needs to be:
- Sent back within 30 calendar days of delivery
- Unused, unopened where applicable, and in resalable condition
- Returned with all original packaging and tags
- Free from damage, staining, or wear that happened after delivery
- Accompanied by proof of purchase or your order number
If these conditions are not met, we may return the item to you without a refund, or offer a partial refund depending on its condition.
Sale Items
Toys purchased at a reduced or sale price are final sale and cannot be returned, unless the item is faulty, damaged, or was sent to you incorrectly.
Requesting a Return
Before sending anything back, email us at support@mascottoys.store to request approval first. Please do not post items to our business address without this step, as unapproved returns may be delayed or refused.
Once approved, we will send you clear instructions along with the correct return address.
Return Shipping Costs
If the return is due to our mistake, such as a damaged, faulty, or incorrect item, let us know within 48 hours of delivery with your order number, photos, and a short description. Once approved, we will provide a prepaid return label at no cost to you.
If you are returning something because you changed your mind, return shipping is your responsibility, and your original shipping charge will not be refunded.
Restocking Fee
We do not charge a restocking fee on any approved return.
Restocking Fee: £0.00
Exchanges
We do not currently offer direct exchanges. If you would like a different item, return the eligible product and place a new order separately.
What Cannot Be Returned
- Items that have been used or show wear after delivery
- Items missing original packaging or tags
- Products damaged through misuse after delivery
- Requests made after the 30 day window
- Sale or discounted items, except where faulty or incorrect
- Gift cards, if we introduce them in future
Shipping Your Return
We recommend using a tracked shipping service when sending items back. We are not able to process or confirm a return we cannot verify was sent.
Cancelling Instead of Returning
To cancel an order before it ships, contact us as soon as possible. This is only possible before your order enters fulfillment. See our Shipping Policy for timing details.
After We Receive Your Return
Once your item is back with us, we inspect it against the conditions above. For details on what happens next, see our Refund Policy.
Questions About a Return
Business Name: Mascot Toys
Email: support@mascottoys.store
Phone: +44 1758 904481
Business Address: 585 Uttoxeter Road, Longton, Stoke-on-Trent, ST3 5LT, UK
Customer Support Hours: Monday to Friday, 9:00 AM to 3:00 PM
Time Zone: (GMT+00:00) Greenwich Mean Time – London
Live Chat: Available 24/7
Reach out anytime through our Contact Us page.
