Returns & Refunds Policy

It's very important to us that you are happy with your purchase. This policy explains how returns, cancellations, damaged or faulty items, incorrect orders and refunds are handled.

1. 14-Day Returns Policy

You have 14 calendar days from the day you receive your order to tell us that you wish to cancel your purchase and return the item.

After notifying us, you must return the goods within 14 calendar days.

To be eligible for a change-of-mind return, items should be returned unused and in the same condition in which you received them, with their original packaging, accessories, manuals and documentation where reasonably possible.

To start a return, please contact us at info@joy-rider.co.uk quoting your order number.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your contract.

2. Change of Mind

If you change your mind about your purchase, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason.

After notifying us of your decision to cancel, you have a further 14 calendar days to return the item.

Items should be returned unused and in the same condition in which you received them, with all original packaging, accessories, manuals and documentation where reasonably possible. You may inspect the goods as you would in a shop, but we may make a deduction from your refund if they have been handled beyond what is necessary to establish their nature, characteristics and functioning.

Return Shipping Costs

For change-of-mind returns, you are responsible for the direct cost of returning the item.

Some JoyRider products are large or heavy and may require specialist courier collection. Return costs depend on the product's size, weight and collection location.

Where a product cannot normally be returned by post, we will provide an estimated return cost before purchase.

Please contact info@joy-rider.co.uk before arranging a return so we can provide the correct return address, instructions and available collection options.

If your item is faulty, damaged or not as described, your statutory consumer rights apply, and we will cover reasonable return costs where required by law.

3. Incorrect Product Received

If you receive a product that is different from the one you ordered, please contact us at info@joy-rider.co.uk as soon as possible, quoting your order number and providing details of the incorrect item.

We may ask you to provide photographs to help us resolve the issue.

Where we have supplied an incorrect item, you will not be responsible for the reasonable cost of returning it.

We will arrange an appropriate resolution, which may include sending the correct product or providing a refund.

4. Damaged in Transit

If your order arrives damaged, please contact us at info@joy-rider.co.uk as soon as reasonably possible after delivery.

Please include your order number, a description of the damage and, where possible, photographs of the item and its packaging.

Please retain the product and packaging while we investigate the issue, as the courier or supplier may require photographs or further information.

Where an item has been damaged in transit, you will not be responsible for the reasonable cost of returning it.

We will work with the relevant supplier and courier to arrange an appropriate resolution, which may include a replacement, repair or refund depending on the circumstances.

5. Faulty Products

If you believe your product is faulty, please contact us at info@joy-rider.co.uk with your order number and details of the problem.

We may ask for photographs, video or other information to help us understand the fault and determine the appropriate next step.

Depending on the nature of the fault, we may arrange troubleshooting, replacement parts, repair, replacement or a refund as appropriate.

Where goods are faulty, you will not be responsible for the reasonable cost of returning them where a return is required.

Nothing in this policy affects your statutory rights under UK consumer law.

6. Item Has Not Arrived

If your order has not arrived by the end of the estimated delivery window, please contact us at:

Email: info@joy-rider.co.uk

Please include your order number and delivery details.

We will investigate the delivery with the relevant supplier and courier and keep you informed.

Where a parcel is confirmed as lost, we will arrange an appropriate resolution, which may include a replacement or refund.

7. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@joy-rider.co.uk, quoting your order number.

We will make every reasonable effort to stop the order before dispatch.

If the order has already been dispatched, you may still exercise your cancellation rights where applicable and return the goods in accordance with this policy.

8. How to Request a Return

To request a return, please contact:

Email: info@joy-rider.co.uk

Please provide:

• your name and order number;
• the product you wish to return;
• the reason for the return; and
• photographs or video where the product is damaged, faulty or incorrect.

We will provide you with the appropriate return instructions.

Please do not return an item to our registered office unless we have specifically instructed you to do so. Our products are supplied from different locations and the correct return address may vary depending on the product.

This last paragraph is particularly important for JoyRider's dropshipping model.

9. Refunds

Change-of-Mind Returns

If you exercise your statutory right to cancel your order within 14 days of receiving your goods, we will refund the price paid for the returned items, together with the original standard delivery charge where applicable.

We will issue your refund within 14 calendar days of receiving the returned goods, or within 14 calendar days of receiving evidence that you have sent them back, whichever is earlier.

If you cancel before your goods have been dispatched, we will issue your refund within 14 calendar days of being informed of your cancellation.

Refunds will be made using your original payment method unless you expressly agree otherwise. We will not charge a fee for issuing your refund.

We may make a deduction for any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Faulty, Damaged or Misdescribed Products

If your product is faulty, damaged or not as described, please contact us at info@joy-rider.co.uk.

Your rights under the Consumer Rights Act 2015 are not affected by our change-of-mind returns policy.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

Where a refund is due under the Consumer Rights Act 2015, we will issue it without undue delay and within 14 days of agreeing that you are entitled to the refund.

We will cover reasonable return costs for faulty, damaged or misdescribed goods where required by law.

Refund Processing

Once a refund has been issued, your bank or payment provider may take additional time to credit the funds to your account.

If you have any questions about a refund, please contact info@joy-rider.co.uk.

10. Exchanges

If you would like to exchange an item, please contact us at info@joy-rider.co.uk.

Whether a direct exchange is possible will depend on the product and stock availability. Where a direct exchange is not available, we may ask you to return the original item and place a new order.

This does not affect your rights where an item is faulty, damaged or incorrect.

11. Non-Returnable Items

Certain products may not be eligible for change-of-mind returns where an exemption from the statutory cancellation right applies, including goods that have been made to your specifications or clearly personalised.

Any such restriction will be clearly stated on the relevant product page before you purchase.

This does not affect your rights where an item is faulty, damaged or not as described.

That covers us later if we introduce the personalised JoyRider garage signs without pretending every product is excluded.

12. Large and Bulky Returns

Some JoyRider products, including electric ride-on cars, tractors and trucks, are large or heavy and may require specialist courier collection.

Change-of-Mind Returns

If you change your mind about your purchase, you are responsible for the direct cost of returning the item.

Return costs will depend on the product's size, weight and collection location. For products that cannot normally be returned by post, we will provide a reasonable estimate of the return cost before purchase.

Please contact info@joy-rider.co.uk before arranging a return so we can provide the correct return address, packaging instructions and available collection options.

Faulty, Damaged or Incorrect Products

If your product arrives faulty, damaged, incorrect or not as described, please contact us so we can arrange an appropriate resolution.

Where required by law, we will arrange collection or cover reasonable return transport costs at no expense to you.

Preparing Your Return

Where reasonably possible, please retain the original packaging, accessories, manuals and documentation to help protect the product during return transport.

Please do not send products back without first contacting us for return instructions.

Nothing in this policy affects your statutory consumer rights.

13. Contact Information

If you have any questions about a return, refund or cancellation, please contact us:

Play Favourites Limited T/A JoyRider
Company number: 17449513
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Email: info@joy-rider.co.uk
Telephone: 020 8187 0231
Opening hours: Monday–Friday, 9am–5pm
Response time: We aim to respond within one working day.