We want you to be completely satisfied with your purchase. If for any reason the item arrives damaged or faulty, we will make every effort to rectify the situation. Please inspect your item after signing to receive it and let us know if it is damaged or faulty as soon as possible. This will enable us to rectify the problem quickly and simply. We are always available during office hours on 01536 263 455. You will never be put into a queue and will not have to hold. We are based in Corby in Northamptonshire so you can be confident that you will be speaking to someone in the UK.
We have three categories for returnable items, each with a slightly different procedure. These are described below:
Items Damaged in Transit
Usually if an item is damaged in transit there will be obvious signs on the box but not necessarily. Thus we advise that items be removed from packing and checked as soon as possible once they have been received. It is not necessary to inform the driver on delivery as all deliveries are insured. If an item is broken please notify us within 7 days of receipt. This enables us to notify our couriers and have a replacement sent to you, with the broken item collected on the same day.
Alternatively, the item will be collected and a refund will be given on its return to us, less any additional delivery charges. This normally takes only a couple of days.
In the unlikely event of an item being faulty, please notify us within 28 days of receipt and we will happily exchange, replace parts or refund. For example, if a music box in a bear is found not to work we would send a new bear/animal. If an external part of the item is broken, such as a Lladro piece on a bear, we will simply send the new part. If we are unable to offer you a suitable replacement a refund will be given upon receipt of the item at our premises.
We are happy to accept returns of unwanted items for exchange or refund, less any additional, fast or next day delivery charge, providing you:
- Notify us by telephone or email within 7 days of receipt.
- Return the item within 14 days of receipt.
- Enclose a note giving a reason for your return and your order number, which can be found on an order confirmation email if you have ordered through SagePay or on the top right hand corner of your packing list which accompanied your item.
- Wrap the item securely using all original packaging. Please call us on 01536 263 455 for advice on how the package your item securely for return.
You are responsible for the item until it reaches us and unwanted items must be returned in a perfect, re-saleable condition. For your protection, we recommend that you use a recorded delivery service as damaged or lost returns cannot be refunded. In this event, we would provide support for you to make your own claim, including statements and photographs if needed.
For larger unwanted items, please contact us to arrange for a collection. This cost a minimum of £15 but depends on the size of the item so an exact cost would be calculated at the time to ensure the best price. This would then be deducted from any refund.
We regret that personalised items cannot be returned under any circumstances.
Your statutory rights are not affected.
Returns should be sent to:
Runvisual (UK) Ltd t/a Just Teddies
Unit N, Harlow House
Northants. NN17 5XH
Please note: you will be responsible for the cost of returning the goods.
Continental European and International sales are not covered by our returns guarantee.