Cancellation and returns
Returns form
Returning Repairs and Unwanted Goods
In these cases you must return goods by your own method, e.g. Royal Mail or your own choice of carrier, please follow the steps below:
Before returning any item(s) to Ray Smith - Mobiletoys please ensure you have:
- A valid RA (Returns Authorisation) number from us.
- Enclosed all accessories unless informed otherwise.
- Use all packaging that was originally supplied.
- Use a label for clear display of our RA number
- Ensure our full address is clearly displayed
- Do NOT write directly on the box/packaging with pen/ink.
- All returns should be enclosed in a suitable carton (not just the factory box).
- Securely seal the packaging using similar method to the original delivery.
We very strongly advise you to use a method that has a record of you sending it and requires that we have to sign for it. Failure to follow this may result in your goods being 'lost' before they reach us.
Following these steps will help ensure the products arrive back correctly and in good condition.
Failure to follow this procedure may result in your return being rejected upon receipt.
Our postal address is:
Ray Smith - Mobiletoys Returns
Unit 2 Abbeyhill Ind Est
Abbey Lane
Edinburgh
EH8 8HL
To get an RA number please phone in advance.
Warranty Repairs - faulty after 30 days
After one month of ownership the legal right to a free replacement or refund ends, and instead the fault is repaired under warranty. Ray Smith - Mobiletoys does not carry out repairs. In fact we send them to the manufacturer for repair.
Returning goods for warranty repair
A warranty repair is offered for most faulty goods purchased from Ray Smith - Mobiletoys that you have had for more than 30 days.
When we accept return of an item for repair, we will confirm the fault and send the goods back to the relevant manufacturer or distributor. Due to the process and logistics involved, it may take 4-6 weeks for an item to be received by Ray Smith - Mobiletoys, sent for repair, returned to Ray Smith - Mobiletoys, then subsequently returned back to you.
Dead on Arrival (DOA) Products - faulty within 30 days
When you receive an item that won't function, it may be that you are not sure whether the product is faulty, incompatible, or simply that you just haven't mastered how to use it yet. In these cases, the manufacturer of the product will be able to advise accordingly and may either get it configured, replace it directly, or refer you back to Ray Smith - Mobiletoys with a reference.
If we sell you an item and the particular unit we deliver is faulty, you are legally entitled to a full refund or replacement but you must report it to us within 28 days of receipt. Return the item to us intact using the returns procedure with all packaging, manuals, accessories etc. Items reported faulty outside of 28 days will be subject to manufacturer's warranty arrangements which may entail a repair being performed.
In some instances, we may ask you to contact the manufacturer directly in order to confirm there is a physical fault as we have found that some faults are actually configuration or compatibility issues. This in no way affects your statutory rights and is simply something we may ask our customers to perform in order to speed up the DOA process.
