Returns Policy

We are happy to exchange or refund goods if returned within 28 days of purchase and provided that they remain unused, unopened, in their original condition and packaging with all materials, manuals and accessories intact. All returns must be accompanied by a valid Cannich Stores or Highland Hobbies receipt or, for online returns, your despatch confirmation email including your order reference number.

Please note that it is your responsibility to return the item in protective packaging and you are responsible for return postage costs. You must also ensure that you quote your order reference number on the return. We reserve the right to refuse returns or to charge you for our reasonable cost if the product is received otherwise than in accordance with these requirements.

Once the item is received back to the warehouse it will be checked and granted it meets these conditions we will then offer a refund for this item. Refunds will be applied to the credit card that was used to purchase the item.

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

Nursery items, for hygiene reasons
Computer or games software where the seal has been broken

This does not affect your statutory rights.

 

Returning Incorrect Items
Upon delivery, it is the customer’s responsibility to check the contents of their packages and inform us of any discrepancies at the earliest opportunity.

Please note that some items may be dispatched in an outer carton that differs in description to that of the items ordered. If you receive an item which differs in description please ensure that you check inside the box to confirm that the correct items are not inside the box.

Where you have received the incorrect items, we will arrange for the return of the incorrect items. Where the correct item has been delivered and the incorrect item has not been collected or otherwise returned to us, then you will be liable for the cost of the incorrect item(s).

Returning a Damaged or Faulty Item

Damaged in Transit
We strive to ensure all your purchases reach you in perfect condition. If you receive a delivery and the item is damaged please refuse the delivery and notify us within 24 hours via our online contact us form. Where the damage is not noticeable until you open your parcel, after you have signed for delivery or where the parcel is delivered via routine Post / Royal Mail which cannot be refused, then you must notify us within 48 hours via our online contact us form. We will then advise on how best to proceed. Please check all contents on receipt of your order.

We are unable to accept a return of goods damaged in transit unless you notify us within 7 days of receipt of your order.

Faulty Item
In the unlikely event that you receive a faulty item you may return this item to us in accordance with your statutory rights. This item will be inspected and if it is confirmed as faulty then we will issue a suitable form of redress (replacement / repair / refund) which is at our discretion.

If an item is not deemed faulty following inspection, then we are unable to offer a replacement or refund. A reason will be given as to why the product is in dispute. We are happy to return such items to the customer at the customer’s cost. In Dispute items will be retained by us for 30 days from the date of notification to the customer that no fault has been found and may be destroyed by us after this time where the cost of re-shipping the item to the customer has not been received.

Suggest that before you return an item as faulty, please ensure you have checked the batteries (if applicable), please note that all our toys work best with alkaline batteries.

 

LEGO

If your LEGO set is missing pieces, please contact LEGO directly and they will send you the missing piece/s as soon as possible.

LEGO can be called on 00800 5346 5555 or contacted via their website http://service.lego.com/en-gb/contactus

If you would like to order the parts online, please use the following link and follow the 7 simple steps.https://service.lego.com/en-gb/replacementparts#BasicInfo

Make sure you have the part number, design number (on the side of the box) and the name of the set ready and you will be sent the missing part/s as promptly as possible.

Forms of Redress
The acceptable forms of redress for any Return are a Repair, Replacement or a Refund. The ultimate choice of the form of redress for any particular refund claim is the retailers.