RETURNS

 (Last Updated: 12 July 2023)  

Cancelling or Changing an Order

Once an order has been submitted, you will be unable to change or cancel your order once confirmed in checkout. You must contact Customer Service to attempt to cancel or change it. We are unable to cancel or change orders that have already been dispatched except for remaining items in a partially delivered order.

 

Pre-order Products may be cancelled or modified at any time before payment has been processed. To cancel, log into your account, navigate to ’My Orders’, click into your order, then cancel the item.

 

For Crowdfunded Products you can cancel your backing at any time before the completion of the Project Backing Period. To cancel, log into your account, navigate to ’My Orders’, click into your order, then cancel the item.

 

You can also contact Customer Service here to cancel an order.

 

Return and Replacement

We hope that you are completely satisfied with your order. If, for any reason, you are not satisfied or have changed your mind about the Product, you have the right to withdraw from the contract as set out in the Terms of Use. You may return most items bought on Hasbro Pulse within 30 calendar days of delivery and receive a replacement or refund. For the costs of return please check Costs of Return.

 

Damaged Product

We do our utmost to ensure our items are carefully packed and protected, however, sometimes damage can occur in transit. If an item arrives damaged, please notify Customer Service here.

 

 

Returning the Product and Requesting a Return Merchandise Authorisation

You are a valued customer, and we want your shopping experience with us to be hassle-free. If you do need to return an item to us and the item is eligible for return, please contact Customer Service to obtain a return merchandise authorisation number and instructions. Please note that we cannot accept any returns without a return merchandise authorisation. All unauthorised returns will be returned to sender.

 

Packing and Sending Your Return
  1. Once you have received your return merchandise authorisation number, pack the items securely in a box. You can use the box that the items arrived in or another box, if you prefer. Please ensure all old delivery labels and barcodes have been removed.
  1. Write the return merchandise authorisation number on the outside of the box, along with the address provided in the instructions.
  1. Send your return to us using a delivery that is most convenient for you. We recommend using a courier that offers an insured or trackable courier service; please ensure that you ask for proof of postage and retain this as it provides your unique tracking number.

 

If your item is eligible for a free return via DHL, please enter the return merchandise authorisation number via the URL provided to print a free return address label or to create a QR code and take your return to the nearest Post Office. Please ensure that you ask for proof of postage and retain this as it provides your unique tracking number.

 

You must post the item back to us at Hasbro, D2C Consumer Affairs Department, Overweg 29, 59494 Soest, Germany. If you are exercising your right of withdrawal you must send off the item no later than 30 days after receipt of the item. Please see further details on your rights if withdrawal here

 

Ineligible Returns

If an item is sold as a set, individual elements of that set cannot be returned for a refund. Please return the entire set if you are requesting a refund or replacement.

 

Requesting a Replacement

During the return merchandise authorisation, you can request a replacement for the same item (subject to availability) if it arrives damaged.

 

Costs of Return

You will need to pay the costs of return for the Products. Hasbro will pay the costs of return if:

(a)    the Product is faulty or misdescribed; or

(b)   if you are ending the contract because we have told you of an upcoming material change to the Products and/or Services or the Terms of Use, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. Please see our Terms of Use for more information about your right to end the contract with us. 

In all other circumstances you must pay the costs of return.

 

Refund

If a refund is issued, the purchase price of the item including delivery costs (where applicable) will be credited. Refunds are made to the original form of payment.

 

If you receive Products from us but as a gift that someone else purchased and had delivered to you, then please note we cannot issue a refund to you; however, you may request a replacement or repaired item to be sent to you as the gift recipient if the item is faulty or misdescribed. This does not affect the rights the purchaser may have against us.

 

We will make any refunds due to you as soon as possible or as otherwise stated herein.

 

Processing Your Return or Replacement

Please allow 14 calendar days for us to process your return. You will receive notification via e-mail confirming that your return has been received and processed. If we are unable to send a replacement due to high demand and limited quantities, we will issue a refund instead. If, after 14 calendar days, you still have not received an e-mail that your return has been processed, please contact Customer Service here.

 

Contacting Customer Service

For any questions, please contact Customer Service.