Terms and Conditions

Please read the following terms and conditions before booking your toy in for repair.
By accepting our repair estimate and sending your toy for repair, you agreee to the following terms and conditions.

Terms and Conditions

Booking in your toy

The customer understands that their toy repair booking is only confirmed once they pay a non-refundable £30 deposit within 48 hours.
The customer understands it is their responsibility to ensure Leith Toy Hospital receives their toy in the month prior to their booking slot, and that the slot will not be held, if their toy arrives later than this date. 
The customer understands that all prices quoted for their toy repair by phone or email are provisional until Leith Toy Hospital Ltd. have seen their toy in person and confirmed the quote.
The customer understands if they cancel their booking slot that they will not receive a refund of their deposit. The customer understands that if they decide to not to go ahead with any repairs on their toy, the £30 deposit is non-refundable and it is their responsibility to take the toy back again, either by collecting their toy or paying for return postage. 
The customer understands that if a toy is sent in more than 30 days before the requested appointment time, or is not paid for and/or collected more than 30 days after invoicing, without prior arrangement, the customer will be charged an additional £25 per month for each calendar month prior to the booking slot or until the toy is out of the studio.

Repairing your toy

The customer gives permission for Leith Toy Hospital Ltd. to carry out any agreed repairs to their toy and agrees to pay the quoted amount before dispatch or collection of the toy.
The customer understands that some repair services will be irreversible and will permanently alter the appearance of their toy(s). The repairs to be made and cost will be agreed in consultation between the customer and Leith Toy Hospital. Should additional work or materials be found necessary in the course of repairs, Leith Toy Hospital will obtain permission from the customer before performing further changes or increasing the charges.
All repairs will be itemised in the estimate before work is carried out. We will recommend a repair plan based on the customer’s initial request and our assessment of the toy. There are different levels of repair available depending on budget and how intensive a restoration is desired, so the more information we have to begin with, the more accurate our estimate will be. 
We offer a custom service and every teddy is different so we will not carry out repairs that are not specified in the itemised estimate. It is the customer’s responsibility to check what repairs their toy will receive and to ensure we have included everything they want before accepting the estimate. We are happy to work with the customer to agree on a set of repairs that suits their needs.
Once the toy is with us and the customer has accepted the estimate, we will proceed with repairs as agreed. If we have charged a materials sourcing fee, we will give the customer a choice of at least two options and wait for the materials to be approved before we proceed. Otherwise, we will select materials to match the original colour and textile type as closely as possible.
Once work is completed, we will send a picture or pictures of the toy to the customer for approval. The customer can request amendments to the agreed-upon repairs at no additional charge at this time, or for additional repairs to be added to the invoice. It is the customer’s responsibility to ask for any clarification on the work carried out at this stage.
Once payment is received, we will return the toy by Royal Mail Special Delivery unless requested otherwise. It is the customer’s responsibility to confirm the correct postage address, and to accept any customs or import duties. Once the toy leaves our studio we are not responsible for shipping or delivery delays.
The customer understands that Leith Toy Hospital cannot guarantee their toy will be returned in the same box and or packaging it is sent to us in without prior arrangement.
The customer should follow any care instructions provided by Leith Toy Hospital Ltd. as these will prolong the longevity of the repairs. Leith Toy Hospital will not be held liable for any damage or degradation of our repairs resulting from improper care. 

Refund Policy

We cannot provide a refund for work that has been agreed upon, completed, and paid for. We offer multiple opportunities throughout the repair process for customers to check what repairs are being carried out and to make amendments to the estimate and to the repairs once they have been done.
We understand that not all changes will be visible in a photograph, and are happy to make further amendments if the toy is posted back to us. We will assess on a case by case basis whether these additional changes will be free of charge. However, to avoid disappointment and inconvenience, we encourage customers to raise any concerns while the toy is still with us and can be easily repaired.

Timing of Repairs

We aim to complete soft toy repairs during the month of their booking. We request that toys be sent in during the preceding month so we can have them checked over and ready to repair by the start of the booking month. It is the customer’s responsibility to get toys to us on time. Earlier arrival does not guarantee earlier completion. It is the customer’s responsibility to inform us of any deadlines as soon as possible so that we can do our best to accommodate their timing.
Quick turnaround repairs cost an additional 25% of the total price, and are guaranteed to be sent back or ready to collect within 2 weeks from the date we receive the toy. 
We aim to complete hard material repairs, such as dolls, within three months of their arrival. We will inform the customer of any delays to the repair process. It is the customer’s responsibility to inform us of any deadlines as soon as possible so that we can do our best to accommodate their timing.


Leith Toy Hospital Ltd. will not be held liable for future legal action, for example for third party claims arising from the use of goods supplied.
This contract shall be governed by Scottish law.

Get In Touch Today

Once you’re happy with our terms and conditions, get your quote today by getting in touch. Fill our our form and we’ll get back to you with further details on how we can assist you and the repairs we can carry out to rescue your toy.