Refund policy
Toys get opened, held, and judged on the spot. If something isn't right once it's out of the box, you can send it back.
This policy applies to orders placed on ropiu.com and delivered within the United Kingdom. It sits alongside your legal rights — it does not replace them, and nothing here limits them.
Your legal right to cancel
If you are a consumer in the UK, you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- You have 14 days from the day you receive your order to tell us you are cancelling. You do not need to give a reason.
- Once you have told us, you have a further 14 days to send the goods back.
- We will refund the price of the goods and the standard delivery charge you paid to receive them. If you chose a faster delivery option, we refund the standard rate, not the premium.
You are welcome to unwrap an item and handle it as you would in a shop. If an item has been handled more than that and its value is reduced as a result, we may deduct that reduction from your refund.
To cancel, email us at Contact@ropiu.com with your order number, or use the Return or Refund Request form. A clear statement that you are cancelling is enough — you do not have to use our form.
Our 30-day returns promise
Beyond the 14 days above, we give you 30 days from delivery to change your mind and send an item back for a refund of the item price.
This is our own promise, offered on top of your legal rights. On these returns:
- The item should be complete and in a condition we can reasonably resell. Original packaging helps and we would appreciate it, but it is not a condition of your refund.
- We refund the price of the item. Original delivery charges are not refunded on a change-of-mind return made after the 14-day cancellation period.
Faulty, damaged or wrong items
Different rules apply, in your favour, if something is wrong with the item itself. Under the Consumer Rights Act 2015:
- Within 30 days of delivery, you can reject a faulty item and get a full refund, including delivery costs.
- Between 30 days and 6 months, we will repair or replace the item. If that isn't possible or doesn't fix it, you can have a refund.
- These rights continue for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland, though after 6 months you may need to show the fault was present at delivery.
We pay return postage on anything faulty, damaged in transit, or sent in error. You will never be out of pocket for our mistake.
Email Contact@ropiu.com with:
- Your order number
- What is wrong with the item
- Photographs of the item and, if you still have it, the packaging
Photographs help us settle it quickly and often mean you don't need to post anything back at all. Please contact us as soon as you reasonably can, but you are not required to do so within any fixed window.
How to send something back
- Get in touch first. Email Contact@ropiu.com or use the Return or Refund Request form with your order number and which item you're returning.
- We reply with the return address and anything else you need. We aim to respond within one working day, Monday to Friday.
- Pack the item so it survives the journey and send it to the address we give you.
- Keep your proof of postage. We recommend a tracked service — if a return goes missing and there is no tracking, it is harder for us to help.
Contacting us first is not a condition of your legal right to cancel. It just means we can match your parcel to your order and refund you faster.
Who pays return postage
| Reason for return | Who pays |
|---|---|
| Faulty or damaged item | Ropiu |
| Wrong item or wrong quantity sent | Ropiu |
| Item not as described | Ropiu |
| Changed your mind | You |
Refunds
- We refund to the original payment method used at checkout.
- We process refunds as soon as the return reaches us and has been checked — usually within 1 working day, and in every case within 14 days of receiving the goods back or of you showing us proof that they were sent, whichever is sooner.
- If you cancel before your order has been dispatched, we refund within 14 days of you telling us.
- You will get an email confirming the refund has gone out. How long it then takes to appear depends on your bank or card issuer, typically 3 to 5 working days.
We do not charge restocking fees. On a change-of-mind return, return postage is the only cost you carry.
Cancelling before dispatch
You can cancel any order before it has been dispatched. Email us and we will stop it and refund you in full, including delivery.
Once an order is on its way, it can't be recalled, but you can return it under the terms above.
Items we can't take back
- Personalised or made-to-order items, where a name or custom detail has been added to your specification. This exclusion is set out in the Consumer Contracts Regulations 2013. It does not apply if the item is faulty or not as described — your rights in that case are unaffected.
- Items marked "final sale" on the product page.
Everything else in our range can be returned, including anything reduced or bought in a sale.
If your parcel doesn't arrive
Your order is our responsibility until it is in your hands. If tracking says delivered and you don't have it, tell us — don't assume it's your problem to solve. We will investigate with the carrier and either replace the order or refund you.
It is worth checking with neighbours and looking for a carrier card first, since that resolves most cases within a day, but you are not obliged to chase the carrier yourself.
Contact us
Ropiu
Email: Contact@ropiu.com
Business address: Unit RU55, Ocean Dr, Leith, Edinburgh EH6 6JJ, United Kingdom Hours: Monday to Friday, 9:00 AM to 5:00 PM UK time