Last updated: 19 September 2026
UK delivery
We currently deliver website orders only within the United Kingdom. Standard delivery is free. We do not promise next-day, express or premium delivery.
Any delivery estimate shown at checkout or in an email is an estimate rather than a guaranteed delivery date. Unless we agree a different period with you, we will deliver within 30 days after the contract is formed.
Orders are dispatched using the carrier available for the order. If delivery is materially delayed, email support@toypal.ai. Your legal remedies are not removed by carrier delay.
Risk in the goods passes to you when you, or a person you nominate other than the carrier, receives them.
Your UK right to cancel an online purchase
If you are a UK consumer, you will normally have 14 days from the day after you receive the goods to tell us that you wish to cancel without giving a reason, subject to statutory exceptions.
To cancel, email a clear statement to support@toypal.ai or use the model cancellation form below. Include your name, order number, the product and the date received. It is enough to send your cancellation before the 14-day period expires.
After cancellation, you normally have a further 14 days to return the goods. Contact us before sending anything. We will provide the current UK returns address and instructions. Do not send a return to our registered office unless our support team expressly tells you to do so.
You are responsible for the direct cost of a change-of-mind return. We recommend using a tracked service and keeping proof of postage. We pay reasonable return costs for goods that are faulty, damaged on arrival or misdescribed.
You may inspect the product only as you would in a shop to establish its nature, characteristics and functioning. Where the law permits, we may reduce the refund to reflect diminished value caused by handling beyond what is necessary. Opening the packaging or not having the original packaging does not automatically remove your statutory rights.
Refund timing and method
For a valid cancellation, we refund the product price and the cost of our least expensive standard delivery method. Because our standard UK delivery is currently free, there is normally no delivery charge to refund.
We make the refund without undue delay and normally no later than 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. We use the original payment method unless you expressly agree otherwise and do not charge a refund fee.
Faulty, damaged or misdescribed goods
Your legal rights are separate from this policy. Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. The Consumer Rights Act normally provides a 30-day short-term right to reject faulty goods; this is different from a general change-of-mind right.
Contact support@toypal.ai promptly with your order number and a description of the issue. Photographs may help us assess physical damage. Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction. We will not require you to pay reasonable return costs for a valid fault claim.
ToyPal's 30-day money-back guarantee
ToyPal offers a 30-day money-back guarantee for UK website orders. This is our additional commercial promise; it does not replace or reduce any statutory rights.
Tell us at support@toypal.ai within 30 days after delivery if ToyPal is not right for your family. We will provide the current UK returns address and instructions. You must pay the return postage, use a tracked service and return ToyPal One with the supplied accessories.
After we receive and inspect the return, we will refund the product price using the original payment method. We may refuse a claim under this additional guarantee if the product has been materially damaged through misuse or an essential supplied item is missing. Your statutory rights for faulty, damaged or misdescribed goods remain unaffected.
Exchanges
We do not currently operate a direct exchange service. If you want a different item, contact us about returning the original order and place a new order. This does not affect your statutory rights where a product is faulty, damaged or misdescribed.
Purchases made through Amazon
Products purchased through Amazon are not website orders under this policy. Use the returns and support route shown in the relevant Amazon order or listing. This does not limit rights that apply to that purchase.
Model cancellation form
To: Heartoid Ltd, trading as ToyPal, support@toypal.ai
I/We give notice that I/we cancel my/our contract of sale for the following goods:
- Order number:
- Goods:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature (only if sent on paper):
- Date:
Contact
Heartoid Ltd, trading as ToyPal
Company number: 14102802
Registered office: 338A Regents Park Road, Office 3 and 4, London, England, N3 2LN
Support email: support@toypal.ai
The registered office is not the returns address. We provide the current UK returns address when we authorise a return.
Email support@toypal.ai.