Refund policy

At Vrooomy, it’s not just about fun and games — we take customer satisfaction seriously too. From the joy of unboxing to any issues that might arise later on: our returns and refunds policy is designed to run as smoothly as the wheels on your favourite toy. Below you’ll find everything you need to know, with a touch of humour and a legally watertight nod.

🚚 Returning something?

No worries! Send us a message via our contact form with the following handy information:

  • Your order number
  • Your delivery postcode
  • The reason for the return
  • Whether you still have the original packaging, or can provide a box of the same dimensions
  • Whether the product has been used

As soon as we’ve received this, our team of returns detectives will get to work and assess your request based on:

  • Is it eligible for a refund or exchange?
  • Is it eligible for repair?
  • Is it used or unused?
  • Is the original packaging present?
  • Is it damaged?
  • Is it faulty?

🔍 When are you eligible for a refund or exchange?

You have 30 days from the delivery date to return your item for a refund or exchange… unless one of these deal-breakers applies:

  1. The item has been damaged due to misuse (oops!).
  2. It is a personalised or assembled product.
  3. The item has been used, or the original packaging has ‘gone missing’.

If any of the above apply, you still have a few options:

  • We’ll send the item back to you (with shipping costs charged).
  • You’ll receive a partial refund, between 20–80% depending on the condition.
  • We may offer a paid repair or replacement of parts.
  • We can dispose of the item for you (no hard feelings).

And one more thing:

Under EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order without giving any reason.

Once you have informed us of your decision to withdraw from the purchase, you have a further 14 days to return the product to us.

Would you like to make this official? Download our [https://berghoff-toys.com/wp-content/uploads/2024/10/20241018_Modelformulier_Herroeping.pdf] and send it to us — simple and drama-free.

⚠️ Assembled products & exclusions from returns

Some products, such as ride-on toys, must be assembled by the customer. Once the product is fully assembled:

  • it can no longer be dismantled without damage or wear and tear;
  • it no longer fits in the original packaging;
  • and it is no longer suitable for resale as new.

Therefore, under EU Directive 2011/83/EU on consumer rights, assembled ride-on toys are no longer eligible for return under the 14-day right of withdrawal, unless they were already defective on delivery.

We strongly recommend checking all parts carefully before assembly. Is anything missing or damaged? If so, please contact us immediately and do not assemble the product.

♻️ We care about waste too

Although we fully respect your right to return goods, we gently encourage mindful shopping. Every return leaves a footprint — from transport emissions to extra packaging waste. That’s why we try to provide the clearest possible product information in advance and offer friendly post-purchase support. Still unsure? Get in touch before you order — that’s the most planet-friendly option.

⏰ Important: If your item remains in our warehouse for longer than 30 days without a resolution, we will consider it abandoned and dispose of it responsibly — without further notice.

🛠️ Repair? Let’s discuss it.

For items older than 30 days but younger than 2 years, a free repair may be possible — unless:

  1. The item has been damaged due to misuse.
  2. The issue is not covered by our warranty.
  3. Parts are missing.
  4. The issue can be resolved by sending new parts.

If any of these apply, we’ll contact you with your options, such as:

  • Returning the item to you at your expense.
  • A quote for repair or parts.
  • Disposing of the item on your behalf.

As mentioned above: items that remain with us for 30+ days without a confirmed plan are… let’s say… quietly ‘retired’.

🤔 How do we know if it’s been used?

  1. We ask! (Really.)
  2. If you don’t mention it and it arrives with clear signs of use, we’ll get in touch.
  3. We may ask for photos to assess it better.

🚚 Who pays the return costs?

  • For a defect covered by warranty: we pay.
  • For exchanges, refunds or repairs (outside of warranty): return costs are your responsibility.

P.S. This does not affect your statutory rights.

⏳ How long does it take?

Returns: we aim to process most within 5 working days of receipt.

Repairs: usually 5 working days, depending on parts and the availability of our toy wizards.

⏰ Delays may occur at weekends, during public holidays, or if:

  • we are waiting for parts;
  • your toy requires extra care or cannot be repaired.

In that case, we may (depending on the situation) offer a refurbished replacement model.

🧾 What if we can’t repair it?

If we have provided you with a repair quote but the item cannot be saved, you have two options:

  1. We will return it to you, at our expense.
  2. We may offer a refurbished model, depending on the circumstances.

🚗 Make your return as smooth as possible!

To help us assist you quickly:

  • Return the item unused, in its original packaging, with all accessories and documents.
  • Are you using your own courier? Make sure the parcel is insured. If it arrives damaged, we’ll send photographic evidence so you can make a claim.

We keep damaged returns for 14 days so you can sort this out with your carrier. After that, if we don’t hear from you — despite our best efforts — we’ll dispose of the item.

♻️ Reduce, reuse, repack!

Where possible, reuse the original box and packing materials — this protects your item and helps reduce waste. We inspect returns carefully and do our best to repair or reuse products, so that toys stay out of the landfill and the smiles keep coming.

Refunds

We totally get it — sometimes things don’t go to plan. Whether your order didn’t ‘spark joy’ or just wasn’t the right fit: we aim to process your refund faster than a toddler can unwrap a present.

⏳ Refund processing times

We aim to process all refunds within 5 working days of receiving your return. Please bear in mind that your bank might take a bit longer. Usually, the amount will appear in your account within a few hours, but depending on your bank’s policy (and coffee intake), this can take 5–7 working days.

A few more important points:

  • One payment method to rule them all! We can only refund via the original payment method you used at checkout.
  • Is your refund playing hide and seek? Still haven’t seen the amount 7 days after we’ve confirmed the refund? Check with your bank first. Can’t they sort it out either? Then get in touch with our friendly team via the contact form — we’re happy to help!

🚫 Cancellations – Stop that parcel!

We know — sometimes people change their minds faster than a child changes their favourite colour. Here’s what happens if you want to cancel:

  • Already dispatched? Unfortunately, we can’t cancel an order once it’s left our warehouse — it’s officially on its way.
  • Refusing delivery? No problem, but we’ll have to deduct the courier costs from your refund. Couriers don’t work for free either!
  • Large & bulky: For larger or valuable items, you’ll be responsible for the return shipping costs if the order has already been dispatched. Think of it as a shared adventure that didn’t quite work out.

Thanks for reading this! Although our toys are built for smiles, we take every return and refund seriously — with a pinch of fun and a solid legal backbone.

Got any questions? We’re happy to help!

📧 contact form

🌎 Sustainability matters

At Vrooomy, we believe that playing happily can also mean caring for the planet. That’s why we handle returns responsibly: we repackage, repair and reuse wherever possible. Small choices, big impact — thank you for helping to make a difference.

Version 29/12/2025