Shipping and Returns

1. Before ordering

Please check the selected Buddy, colours, name and all personalisation carefully. Contact us as soon as possible if a correction is needed. Production may begin quickly, so changes cannot always be made after an order is accepted.

2. Production and dispatch

Some Buddies are made to order. The estimated production and delivery period shown during ordering begins after payment and required personalisation information have been received. We will send a dispatch confirmation when the order leaves us.

3. Delivery

Delivery estimates are not guaranteed dates unless expressly agreed. If an order is delayed or appears lost, contact us with the order number so we can investigate with the delivery provider.

4. Your right to cancel standard goods

For a standard product bought online, you will normally have 14 days from the day after delivery to tell us that you wish to cancel. You then have a further 14 days to return the product. Please contact us before returning anything so we can provide the correct instructions.

5. Personalised goods

The legal right to cancel for a change of mind does not normally apply to goods made to your specifications or clearly personalised for you. This can include a Buddy produced with a chosen name or another customer specific detail. Contact us immediately if you wish to stop a personalised order before production begins.

6. Return condition and costs

Standard goods should be returned unused, complete and securely packaged. You are responsible for the direct return cost unless the product is faulty, damaged, incorrect or we agree otherwise. We may reduce a refund if handling has reduced the value beyond what is reasonably necessary to inspect the product.

7. Refund timing

Where a cancellation right applies, we will normally issue the refund within 14 days after receiving the returned goods or receiving acceptable evidence that they were sent back, whichever occurs first. The refund includes the basic delivery charge paid for the order, but not any extra amount paid for a premium delivery option. Refunds are made to the original payment method unless otherwise agreed.

8. Faulty, damaged or incorrect products

Your legal rights are not affected by this policy. Goods must be of satisfactory quality, fit for purpose and as described. If a product is faulty, damaged or incorrect, contact us promptly with the order number and photographs where relevant. Depending on the circumstances, you may be entitled to reject the goods, receive a repair or replacement, or receive a refund.

9. NFC or QR problems

If the Buddy does not respond, try the QR code and another compatible phone where possible. Check that NFC is enabled and place the phone close to the Buddy. If the problem continues, contact us with the order number and Buddy identifier.

10. International orders

Customers outside the United Kingdom may be responsible for import duties, taxes or local handling charges. These charges are not included unless the checkout states otherwise.

11. How to contact us

Email info@insynckids.com or use the contact page. Do not send a return until we have confirmed the return instructions.

12. Model cancellation form

You may use the wording below to cancel a standard product where the legal cancellation right applies. You do not have to use this exact format.