Refund policy

🧾 KEN BLACK TOYS – RETURNS & REFUNDS POLICY (UPDATED 17.06.26)

We are happy to exchange or refund goods if returned within 28 days of purchase (this is a goodwill policy and does not affect your statutory rights), provided that they are returned in a condition that reflects reasonable handling consistent with inspection of the goods. * Exclusions apply please see below.

This means items should be returned with all materials, manuals and accessories where reasonably possible. Items should remain unopened and unused when availing of our goodwill 28 days policy. 

All returns must be accompanied by a valid Ken Black Toys receipt or, for online pickup / home delivery returns, your dispatch confirmation email including your order reference number.

For change of mind returns, you will be liable for the cost of returning the goods to us and must ensure that they are returned in protective packaging.

We do not require items to be unopened or unused where the customer is exercising their statutory 14-day right of withdrawal for online purchases. Where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, we reserve the right to make a deduction from the refund to reflect any diminished value.

28 DAY RETURNS POLICY

If your return does not meet the requirements of our 28-day goodwill returns policy, we may still accept the return in accordance with your statutory rights where applicable (including the 14-day right of withdrawal for distance sales).

We do not operate a “final refusal” policy for statutory returns. Any assessment will be made in line with applicable consumer law.

ONLINE RETURNS

Online returns are accepted by any of the following:

  • FREE return to any Ken Black Toys store of your choosing. Please take your receipt or dispatch confirmation email as proof of purchase. Stores open 7 days a week.
  • Create a parcel return here (Suitable for parcels under 20kg in weight. Please ensure to keep your receipt as proof of return.)
  • By courier of your choosing to: Ken Black Toys, Portlaoise Retail Park, Portlaoise, Co. Laois, R32 V303.

Please ensure to retain your proof of posting. Until the parcel arrives with us, it remains your responsibility.

Once the item is received back, it will be inspected and, where applicable under our goodwill policy or statutory rights, a refund will be processed to your original payment method.

FAULTY ITEMS

If you believe your product has a fault, you may return it within a reasonable timeframe to your local store with your Ken Black Toys receipt, where we will inspect it.

If a genuine manufacturing fault is confirmed, we will provide a remedy in accordance with your statutory rights, which may include repair or replacement, or where appropriate, a refund or price reduction.

If the issue is found to be due to accidental damage, misuse, or normal wear and tear, we may not be able to offer a remedy.

This does not affect your statutory rights.

DAMAGED IN TRANSIT

We strive to ensure all deliveries arrive in perfect condition.

If your order is damaged on delivery, causing damage to the internal product, please notify us as soon as possible so we can resolve the issue.

We will advise on the best course of action, which may include replacement or refund.

SOFTWARE & NURSERY PRODUCTS

For reasons of hygiene and product integrity, we cannot offer refunds or exchanges on Nursery items, Gift Cards, or Software/Hardware (Headphones, Gaming Tech, Nintendo, PlayStation, Xbox items), except where required by law.

This does not affect your statutory rights.

BIKE ASSEMBLY

Bike assembly is an optional paid service.

Where requested, we will begin assembly prior to collection to ensure the bike is ready for pickup within 2–5 days.

Where the customer has requested immediate performance of the assembly service, the customer acknowledges that once the service has been fully performed prior to collection, the assembly fee is non-refundable.

The statutory 14-day withdrawal right applies to the bicycle itself in accordance with EU consumer law.

EU RIGHT OF WITHDRAWAL

Ken Black operates in Ireland and complies with the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013.

The 14-day period begins on the day after the consumer (or a nominated person) receives the goods.

Goods must be returned within 14 days of notifying us of cancellation.

The customer bears the direct cost of returning goods when exercising their right of withdrawal, unless otherwise stated by law.

Returns may be made via An Post, courier, or in-store depending on the size and nature of products ordered.

Consumers are entitled to inspect goods as they would in a physical shop. We may make a deduction from refunds where goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, to reflect any diminished value.

OTHER – LEGO

If your LEGO set is missing pieces, please contact LEGO directly for replacements. 

LEGO contacted via their website click here. If you would like to order the parts online, please use the following link and follow the 7 simple steps. LEGO Missing Pieces

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.

 

We always look to resolve issues directly with our customers and our customer service team are happy to assist with your queries in a satisfactory conclusion. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered from our website, you may raise a complaint with the European Online Dispute Resolution Platform.