Submit a return or a complaint
We hope you are happy with your outdoor toys. If a product doesn’t meet your expectations, you can send it back. You have 21 days to cancel your order, without giving a reason. You pay the cost of returning it. We refund the purchase price, including the standard delivery cost of the original shipment.
Return your order via the Service Portal
You have 21 days to cancel
At EXIT Toys you get 21 days to cancel your order. That’s longer than the statutory fourteen days. During this period you can cancel without giving a reason.
The period starts the day after you, or someone you have nominated, receives the goods. Is your order made up of several shipments or parts? Then it starts the day you receive the last one.
How to cancel
Tell us through the EXIT Service Portal. You can also use the model cancellation form at the bottom of this page, or let us know in any other clear way, for example by e-mail. We’d like to know why you’re sending it back so we can improve our products and service, but you don’t have to tell us.
Once you have told us, you have 21 days to send the goods back.
What you can do with the product in the meantime
You can unpack the product and handle it the way you would in a shop. If you go further than you need to in order to check its nature, characteristics and how it works, we may deduct an amount for any loss in value from your refund.
What are our return conditions?
Send the product back in its original packaging. If that isn’t possible, use a sturdy cardboard shipping box. Our tip: open the shipping box and the original packaging carefully, so you can reuse them if you decide to send the order back.
The following return conditions apply to orders placed on the EXIT Toys website:
- The return must take place within 21 days after you cancel the contract.
- The items you return are complete, including all accessories supplied.
- The return costs will be charged to you unless EXIT Toys is liable for delivery of an incorrect, damaged or faulty product.
- The return costs for parcel shipments are € 9.95 and for pallet shipments € 19.95. This will depend on the size and weight of the return shipment.
- If you return an order that doesn’t meet the above conditions, we may deduct an amount for any loss in value from your refund.
- Did you buy a set offer with a discount or a free product? Then please send the items back together. If you return only part of the set, the set discount no longer applies. We’ll deduct the difference from your refund or invoice you for it.
I want to return a product
You can register a return through the EXIT Service Portal. Log in with the e-mail address that you used to place the order. Register the product as a return in your account. Your report will be processed within 48 hours, and you will receive the return instructions that apply to your return.
Return costs
The return costs for parcel shipments are € 9.95 and for pallet shipments € 19.95. This will depend on the size and weight of the return shipment. Did you receive an incorrect, damaged or faulty product? Then we cover the return costs.
At EXIT Toys we like to do our part when it comes to a better living environment. One of our sustainability goals is therefore to ensure that all EXIT product transportation is kept to a minimum. By charging for returns, we hope to reduce the number of returns. This way, we collectively make a positive contribution to the environment.
When will I get my money back?
We refund you within fourteen days of the day you tell us you’re cancelling. We may hold off until we’ve received the goods back, or until you show us you’ve sent them, whichever comes first. You’ll get a confirmation by e-mail.
You get the purchase price back, plus the delivery cost of the original shipment. Did you choose a more expensive delivery option than our standard delivery? Then we refund the amount of the standard delivery. We use the same payment method you used for the original transaction, and the refund costs you nothing.
Did you pay by credit card? Then we will refund the amount to your credit card account. How long it takes for the amount to be credited to your bank account also depends on the cooperation of the bank or credit card company and is beyond our control.
I have received an incorrect, damaged, or defective product
Did you receive a different product than ordered? Or did you receive a damaged or defective product? That’s unfortunate. You can report this as a complaint in your account through the EXIT Service Portal. In this case, we will cover the return costs. We will inform you within 48 hours about how to proceed and make sure that you receive the correct product as soon as possible.
Cancelling an order?
You can cancel an order in the EXIT Service Portal after you have paid for it, provided it has not yet been dispatched. If the order has already been dispatched by us, you can refuse the delivery at the door. Your order will then be returned to us and your payment will be refunded to your account within fourteen days.
Has your order already been delivered? You can still cancel. You have 21 days from the day after you receive it. See how the cancellation period works.
(Complete and return this form only if you wish to cancel the contract.)
- To Dutch Toys Group B.V., Edisonstraat 83, 7006 RB Doetinchem, the Netherlands, info@exittoys.ie
- I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]
- Ordered on [*]/received on [*]
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is notified on paper)
- Date
[*] Delete as appropriate.
More information
You can read our full terms and conditions here.
