Refund policy

Returns & Refunds Policy – Cogs Toys & Games

At Cogs Toys & Games, we want every customer to be happy with their purchase. If you’ve changed your mind, received something faulty, or something’s gone wrong, we’re here to help.

1. Easy Returns – In Store or Online

The easiest way to return an item or resolve an issue is to visit our store in St. Stephen’s Green Shopping Centre, Dublin. Just bring your item, along with your receipt or order confirmation, and our team will be happy to assist.

If you can’t get to the store, no problem — simply email support@cogs.ie with your order number and return details, and we’ll guide you through the postal return process.

2. 30-Day Change of Mind Returns

You may return an item within 30 days of receipt if you've simply changed your mind.

  • Item must be unused, unopened, and in original packaging
  • All accessories, instructions, and tags must be included
  • Valid receipt or order confirmation is required

Postal returns should be sent to:

Cogs Toys & Games
Unit 14 Millennium Business Park
Ballycoolin
Dublin 11
D11 YR83
Ireland

Please contact us before sending anything back. Unauthorised returns may not be accepted.

3. EU 14-Day Cooling-Off Period (Online Orders)

Under EU law, you have the right to cancel your online order within 14 days of receiving it.

To exercise this right, notify us within 14 days via:

We’ll refund the original purchase price once goods are returned in their original, saleable condition.

4. Returning Incorrect Items

Please check your order as soon as it arrives. If anything is missing or incorrect, contact us straight away at support@cogs.ie.

Sometimes products may arrive in plain outer cartons. If you've received the wrong item, we will arrange collection within 7 days of delivering the correct one. If the incorrect item is not returned, you may be charged for it.

5. Faulty Items

If you receive a faulty item, you're entitled to a remedy in line with your statutory rights.

Please check battery-operated toys with fresh alkaline batteries before returning.

Inspection & Outcome

All returned items will be inspected. If a fault is confirmed, we may offer one of the following:

  • Repair
  • Replacement
  • Refund
  • Gift card (store credit)

Within 30 days: If faulty, you’ll be offered a refund or replacement.
After 30 days: We may offer a repair, store credit, or replacement.

If no fault is found, we will explain our findings. Items will be held for 30 days and may be disposed of if return shipping isn’t arranged.

6. Non-Returnable Items

The following items cannot be returned unless faulty or not as described:

  • Gift cards or vouchers
  • Used or opened products
  • Personalised or custom-made items
  • Hygiene-sensitive products (e.g., sensory putty, chew toys, slime)
  • Opened trading cards or collectibles
  • Sale or clearance items

This does not affect your statutory rights.

7. Exchanges

If you’d like a different item, the quickest option is to return the original item for a refund and place a new order for the replacement.

8. Refunds

Once we’ve received and inspected your return, we’ll notify you of your refund status. Approved refunds are processed within 10 working days to your original payment method.

If you haven’t received your refund within that time, please contact us at support@cogs.ie.

9. Dispute Resolution (Online Orders)

We always aim to resolve issues directly and fairly. If you're not satisfied with how we’ve handled a return or refund, you may use the European Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr