ORDERS AND RETURNS

Changing or cancelling an order:

If you would like your order changed after you have placed it then please contact us via email as soon as possible and we will do our best to meet your request. However, depending on when the item was packed then it may not always be possible to change an order. To find out the status of your order you can log in to your account area and if the order has not been packed or dispatched then we can change the order for you.

Orders Procedure:

On every product page, you will find the delivery options available for that product. The options are as follows and will show delivery times for UK MAINLAND depending on which warehouse our stock is located in. You will be asked to make your selection in the checkout.

• Standard (3-5 day delivery)

• Expedited (order by 2pm for next day delivery)

• Click and collect from our warehouse

• International

1.1 All goods are subject to availability.

1.2 Items ordered will be delivered as soon as possible in accordance with the requested delivery service. All delivery charges shown are for 2 to 4 day delivery of items in stock to U.K. mainland addresses only. If you require delivery to non-U.K. mainland address charges will vary depending upon the destination. Please contact us to discuss your requirements.

1.3 We will try to ensure that delivery is made within the estimated time scales.

1.4 For products listed on our Web Site outstanding orders can be cancelled at any time. In instances where payment has already been made, an alternative or refund in full for the item(s) concerned will be given.

1.5 You should check your order carefully when it is delivered to you. In the event of any goods delivered by us being damaged in transit, or failing to match the items ordered by you, then you should notify us promptly. We use independent couriers in order to deliver goods to you a quickly and efficiently as possible. We need to hear from you as soon as possible if you believe that your order has been damaged in transit so that we can investigate the matter with our couriers.

1.6 Any product with free delivery will only include the free service within mainland England. And the items will be sent by economy service and can take up to 7 working days.

2. Returns procedure:

Damaged on Delivery

In all cases we ask that you inspect your goods within 48 Hours of receipt, after this period we deem that you have accepted the goods, However should you inspect the goods and find there is damage you must report any damages to us by email immediately and within the 48 hour window from delivery. Please photograph the damage of the product in the box as you find it. Once you have found the item to be damaged, Do not continue to assemble your item, otherwise we will assume you have accepted it and may ask you to prove that you haven’t damaged the item, Once you spot any damage that means you would like to return the item simply repackage it into its original packaging with all accessories and follow the returns criteria below.

Order Cancellation: If you wish to cancel an item or order, you must inform us in writing before it is dispatched. You can do this preferably by email or phone. [email protected]

The United Kingdom’s Distance Selling Regulations provides you with a right to cancel your order at any time up to the end of the fourteenth working day following the day after the day on which you received your products. You do not need to give us any reason for cancellation. The goods should be unused: not previously assembled: in perfect condition for resale: returned in their original packaging and where possible any straps and security seals on the packaging should still be intact. You are liable for the cost and expense of returning the goods. We advise you to use an insured method of carriage as damaged boxes or product will not be accepted.

If you ask us to collect the item, we will deduct from any refund

Small item Upto 12KG – £8.95
Medium Item 12.1kg-30kg – £14.95
Large Item 30kg+ Pallet Service – Collection price is based on Postcode
Typically around £48.95 within a 100 mile radius of TF9 2DB over 100 mile can be up to £90.00 to the Highlands and Ireland. Any channel Island Collections are charged at £149.00

For certain products we are able to arrange collection from you at your cost, as an alternative to you returning the goods yourself- please contact us for details. Goods must not be returned to our premises- we will always inform you of the correct address to send to if you are organising the return yourself.

All products must be unopened in their original packaging.

Cancellation must be made within 14 days of receiving your order. Any costs incurred for collecting goods from your premises will be levied before the refund is made. Any costs incurred through product examination, testing and repackaging to make the goods re-saleable will also be offset before a refund is made. Cost of Return Carriage will not be refunded under any circumstance. We will however refund you any cost of shipping you paid to receive the item.

No cancellations can be offered on products that are made to order to the customer’s specification.

Cancellations by email must be sent to:

[email protected]

Faulty Goods: If the products purchased are faulty, and providing that we are informed in writing within a reasonable time (e.g. 7 days from receipt of the goods), then we will deliver faulty or missing parts, or if this is not possible then a like replacement to you as quickly as possible. If the goods are not available in a reasonable time then a full refund will be made. Faults resulting from misuse, neglect, accident, incorrect installation or normal wear and tear will not be covered.

In certain instances, a collection can be arranged and the cost of collection will be deducted from the refund amount as per the above scale of charges.- please contact us by email at [email protected] , quoting your sales order number should you wish for us to arrange the collection or call our offices on 01630 350050. Please note that goods can only be collected between 9am and 5pm Monday to Friday, and no timed slots are available from the couriers. Goods must not be returned to our premises- please check the correct address to return to if you are organising the return yourself. We recommend using Royal Mail First Class with certificate of posting, which covers goods up to the value of £55.
For heavier larger items we recommend
www.parcelmonkey.com
www.parcels2go.co.uk
www.interparcel.com

In all instances of returning items please photograph the item before you send it and the packaging so we can verify we receive it in the condition you send it, send it tracked and insured to it full value.

It may take up to 28 days to verify and process your claim once the goods have been collected from you. Due to banking laws all refunds must be credited to the original payment card used. If more than one item was ordered but a lesser quantity is returned due to faults then the original delivery charge is non-refundable.

Please note that different rules apply to Bestway and Intex products, and to inflatable products and ride-on toys: –

Bestway, Intex, Inflatable Toys/ Pools
In addition to your statutory rights the manufacturers offer the following guarantee. The liner is covered for 3 months and the electrical components for 1 year. There is no warranty on inflatable parts or accessories. In the event of a product failure a claim can only be made through the relevant warranty telephone line. Please note that the manufacturer will only replace the faulty component and no refunds are available. The warranty is only applicable to the UK and does not apply if the goods are taken abroad.

Radio Controlled & Ride-On Toys
Goods can be returned to us within a reasonable time of order for replacement. Returns will not be accepted without a valid return authorisation number (RMA NUMBER) please email photographs of the product, the packaging and a brief description of fault. Defective goods will be refunded should the original product be out of stock and we are unable to replace.

1. The Return must be returned within 14 days from the date of issue of the RMA number, otherwise the RMA number will be void and the product will not be accepted. Once you have a returns number please contact us for the return address.

The returns number should be written on a piece of paper with your order confirmation / order number and placed in the box. Returning any product to any other address will not be our responsibility
2. Any shipping costs incurred in returning product are the customer’s responsibility and may be deducted from any refund should you ask us to collect the item.
3. Goods will not be accepted from the carrier unless clearly marked with a returns number.
4. Warranty will be void unless returned in original packaging, with all packing materials manuals and accessories
5. Returned goods will only be credited if they cannot be repaired or replaced by a similar product.
6. All products will be inspected for shortages; these will be noted and deducted in the case of a credit.
7. All products will be inspected for damage, in the case of a credit; no credit will be given for damaged goods caused by customer abuse.
8. “No Fault Found” goods will be held for 14 days awaiting your collection after this point we reserve the right to dispose of any unclaimed uncollected items. Alternatively, the customer can elect to pay the carriage cost to return the product.

Once returned and verified as being in the correct condition, a refund will be issued to you for the full price of the goods less any delivery, inspection, testing and inspection costs that we have incurred. Certain items such as mini motos and quad bikes will need to be inspected/tested to ensure safety for future use- typically the cost of this would be 25% of original purchase value. Any costs incurred for collecting goods from your premises will also be levied before the refund is made. A typical Pallet Collection is £45.00 upto £90 for Highlands and Ireland.

If the goods that are returned are not in a fully resalable condition then we reserve the right to refuse the refund, or at our absolute discretion we will deduct 25-50% from the original transaction value and then refund the remainder.

All motorbikes and quad-bikes, are dangerous. Please wear safety equipment at all times when using bikes or similar machines. The use of any powered vehicle could involve the risk of injury or death. Please use these products in a responsible manner.

The products that we supply are technical & mechanical products, which require mechanical knowledge and skill to use and maintain. You should not purchase this product unless you have a good understanding of how to use and maintain mechanical products.

None of the bikes we provide are ‘road legal’ and are not for use on the public highway. These bikes are intended to be enjoyed on private property. Use of these bikes on a public highway could result in criminal proceedings.

The Following parts are not covered by any warranty offered on this product:

– Chains & Belts;
– Fairings/ bodywork (24 hours after delivery- photos required)
– Pull Starts or Inner Cogs
– Clutches or springs
– Brake Callipers;
– Exhaust Pipes;
– Tyres, Wheels, valves and Inner Tubes;
– Spark Plugs;

Any other parts of a similar wear and tear nature to those listed above and any part that has been damaged as a result of accident damage or lack of maintenance.

If within any warranty period your machine develops a fault, you must contact us and we will:

Advise how to best rectify the problem and dispatch parts, without charge, during the first 7 days, providing the parts required are under warranty. Please note customers will be expected to fit parts themselves, guidance will be available on technical issues.

This product should not be used on public roads, and should not be used by minors under 14. It requires a small amount of home assembly. Instruction and a basic tool set will be provided, but a competent adult must carry this out. It will also require constant maintenance to ensure it is in safe working order. All bolts, nuts, cables, fixings, wheels, tyres, chain, sprockets etc MUST be checked before EACH ride to ensure that it is SAFE to Ride!

In certain instances, we can arrange to have a carrier collect the goods from your premises. If this is required then you should contact us by email at [email protected] or by quoting your sales receipt number. We will then obtain a quotation for you for the cost of the return and then contact you to arrange collection day and payment before collection is arranged. Please note that goods can only be collected between 8am and 7pm Monday to Friday and no timed deliveries are available.

It may take up to 28 days to verify and process your claim once the goods have been collected from you. Due to banking laws all refunds must be credited to the original payment card used.

No refunds can be offered on products that are made to order to the customer’s specification.

Statutory Rights: Please note that these terms do not affect your statutory rights. For more information you should contact your local Citizens Advice Bureau or Trading Standards Office.

Goods Not Received and Returned to Sender Due To No Contact, Or your refusal to accept the parcel after ordering.

We make every effort to make sure your delivery arrives with in a timely manner. To do this we rely on courier services and pallet couriers for heavier items. Pallet couriers are unable to deliver any goods to you without prior contact with the buyer. We ask you at checkout for the best number to contact you on and confirm this in your order confirmation. Should the couriers not be able to get hold of you to book in a large delivery ie a Quad Bike or Large Pool they may choose after storing the item for some days to return the goods to us, at an additional cost. In all circumstances this cost will be deducted from any refund amount. For Pallet Deliveries this will be delivery costs as explained above for the round trip.

For Example: A pallet delivery charge as in the above collection/delivery costs table x 2 for the sending and the returning. We will take the item back into stock and refund your payment method minus any return delivery charge and or storage charge and the original cost we incurred in sending the item out to you, As per the above collections rate prices above. This is also clarified in the Sales Of Goods Act 1979.37

All returns to be sent back to:

Hawkmoto Ltd
Ride On Toys
The Hanger
Crow Lane
Childs Ercall
Shropshire
TF9 2DB

All products are sold “as is”. You assume the responsibility for your purchase, and no refunds will be issued if they do not fall under the Order & Returns Policy.

FAQ

Delivery

What courier do you use for deliveries?

We use UK Mail to send most of our UK orders.
Ride on Toys reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

How long does it take for home delivery?

We currently offer 1-2 working days, primarily on a 24 hour service, however, for larger items they may be sent out via the 48 hour service.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off point is 2pm, Monday to Friday. Any order placed after 2pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

Why am I being charged for delivery on my order when it states standard delivery is free?

All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain @rideontoys.org to your safe senders list.

Can I collect?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, you are unable to reserve it, however, we do have back order options available for selected products.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Why can’t I select next day delivery?

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: www.dhl.co.uk/en/express/tracking.html

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 2pm (GMT/BST) Monday to Friday. For orders placed after 2pm daily, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box addresses?

No. Many of our items are unsuitable for P.O. Box Deliveries.

Do you deliver to BFPO addresses?

No, unfortunately, this is not a service currently offered.

Do you offer Overseas shipping?

Unfortunately, there is not a standard service offered for Overseas shipping. Please contact for further info. https://rideontoys.org/contact

I’m new, how do I order?

At Ride on Toys we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Our comprehensive catalogue system will help you find the ideal product.
Use the Search or the menus to navigate to the part you need. Once you have found a product, check the fitment information to confirm it is the correct colour and type. If in doubt feel free to call our experienced customer service team on +44(0)1630 350050
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +44(0)1630 350050 to place a telephone order.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept all Credit Cards accepted via Stripe.

What currencies can I use?

We currently only accept GBP. However, you may be able to make a payment via PayPal if your currency is not GBP. PayPal may charge you for this service.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Can I use a different payment method?

Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Do your prices including VAT?

All our online prices include VAT.

Do you offer a VAT discount?

Customers that are non-VAT applicable should contact us before placing an order, please refer to: https://rideontoys.org/contact/

Products

Can I get more information on a product?

All of our products contain an item description, we also have product promotional videos available on our Social Media.

Do you fit parts?

Unfortunately we can only supply parts, we do not offer the service to fit parts. However you can find a local garage and arrange to book at Repairanycar.com.

A part is not listed online so can you order for me?

We may be able to offer spare parts not offered on our website.

Please contact us for further information https://rideontoys.org/contact/

Can I make an order over the phone?

Yes, telephone 01630 350050, our specialist team is available to take your order 9am to 5pm Monday to Fridays. We can only take an order over the phone if your delivery address and billing address are the same, and your delivery address is within the UK.

Do parts come with additional fitting kits?

None of our products come with any additional items, unless specified on the item page, under the ‘Part Details’ section.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock. We may also offer a back order service if we are expecting delivery for the item shortly.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on 01630 350050

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

It says out of stock on your website for my product. How long will it take to get in?

Products which are ‘Out of Stock’ vary greatly to get them back in stock. To get an estimate time please call call us on 01630 350050

Do you price match?

We may be able to price match you for certain products, please contact us on 01630 350050

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.

Where is my order?

Most of our deliveries are sent via UKMail and we will send you an automated email with the tracking number of your order. You can also find the tracking number via email.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section.

Can I pay for a Click&Collect order online?

No, currently we only offer the service to collect and pay in store.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

Refunds and Returns

How do I return an item?

For information on returning an item please call us on: 01630 350050

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on 01630 350050

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Ride On Toys we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to [email protected] Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on [email protected]