Refund policy

Returns & Refunds

You have 30 days from the day your order arrives to request a return. To be eligible, an item must be unused, in the same condition you received it, and in its original packaging.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, submit a return request through your customer account or contact us at unbreakablesoffice@gmail.com. Once we receive your withdrawal request, we will refund all payments received, including standard delivery costs, within 14 days of receiving the returned goods. This right does not apply to personalised or engraved items made to your specification, unless the item is faulty or differs from what you ordered.

UK Right of Cancellation

If you are located in the United Kingdom, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013, without giving any reason. To exercise this right, submit a request through your customer account or contact us at unbreakablesoffice@gmail.com. We will process your refund within 14 days of receiving the returned goods. This right does not apply to personalised or engraved items, unless faulty.

US and Canada

If you are located in the United States or Canada, you may return eligible items within 30 days of delivery. Submit a return request through your customer account or email us at unbreakablesoffice@gmail.com.

Australia and New Zealand

If you are located in Australia or New Zealand, you may return eligible items within 30 days of delivery. In addition to this policy, you may have rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act in relation to faulty or misdescribed goods — nothing in this policy limits those rights. Submit a return request through your customer account or email us at unbreakablesoffice@gmail.com.

Faulty or damaged items

If something arrives faulty, damaged, or not as described, contact us and we'll put it right — a replacement or a full refund, your choice. You won't need to ship a broken toy back to us; a photo is enough. If it's our mistake, you keep the item.

Personalised items

Engraved and personalised products (such as the personalised leather collar) are made to your specification and can't be returned for a change of mind. This does not affect your rights if the item is faulty or the engraving differs from what you ordered.

How to start a return

Submit a return request through your customer account, or email unbreakablesoffice@gmail.com with your order number and the reason for return. We'll reply with the next steps. Please don't send items back before contacting us.

Return shipping costs

For change-of-mind returns, the customer is responsible for the cost of return shipping. If an item arrives faulty, damaged, or not as described, we will cover the cost of return shipping in full.

Refunds

Once your return is received and checked (or your faulty-item claim is approved), we'll refund the original payment method. Refunds are typically processed within 5–10 business days; the time it takes to appear depends on your bank or card provider.

Your statutory rights

Nothing in this policy affects your legal rights under the UK Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other applicable consumer protection legislation.

Unbreakables Group Ltd & Company No. 17160817 & 61 Bridge Street, Kington, HR5 3DJ, United Kingdom & unbreakablesoffice@gmail.com