Terms and Conditions

Prices and conditions of sale are for information only and may change without notice. However, placing the order by filling the order form, implies conformity to the tender price and general conditions in effect at this particular time. Juguetes Puppen Toys S.L. will reverse the option to cancel the order in case of default in the price I description of the items.

The images, colors, shapes and descriptions of products on sale in this online store are indicative and may vary from the final product served due to continuous modifications by manufacturers to improve their products.


  • Orders require within 24 hours for processing, which in some cases may be greater when there are variants or versions of products such as specific colors.
  • All shipments are made with express courier 2-9 days (according to the country of destination). We can not guarantee these deadlines, although we try to make the transport undertaking meets whenever possible.
  • Delivery times depend on the availability of each product, which is indicated in each and every one of the products offered. Orders that contain multiple items will be a single shipment and the delivery time will correspond to the item for which delivery is greater.
  • After receiving, the client will have 24 hours to check the integrity of all the items of the order and to check that everything is included in the product should be included. After these 24 hours shall be deemed accepted shipping and no claims for defects or faults with shipping.
  • order shall be deemed delivered when is signed the delivery receipt by the customer. It is in the next 24 hours, the customer must check the goods upon receipt of the same and expose all the objections that may exist.
  • If product is received damaged due to shipping contact is recommended within the first 24 hours in order to claim the incident to the carrier.
  • Must then tell us your case through our contact form by click here, indicating the order number and the problem it presents. Upon receipt of the incidence will reply within 48h.

Puppentoys.com provides the ability to return products within 14 natural days, for whatever reason, counting from the date of receipt of the goods by the customer, provided that the conditions displayed on this page.

Terms of returns for private clients
Not be accepted returns of the following items, as established Law 47/2002, de 19 December, amending the Law 7/1996, of January 15, of the Retail Trade for the transposition into Spanish law of Directive 97/7/EC on distance contracts, and to adapt the law to various EU Directives.

  • Products subject to rate fluctuations financial market that the seller can not control.
  • Products made to the specifications consumer or clearly personalized, assembled specifically for design specified in a configuration, or which, by their nature, can not be returned or are liable to deteriorate or expire rapidly.

Article 45. Exceptions to the right of withdrawal.
Unless otherwise agreed, the provisions of the preceding article shall not apply to the following contracts:

  • a) supply contracts goods whose price is dependent on fluctuations in the financial market that the seller can not control.
  • b) supply contracts goods made to the consumer's specifications or clearly personalized or which, by their nature, can not be returned or are liable to deteriorate or expire rapidly.
  • c) supply contracts audio or video, disc and software which were unsealed by the consumer, as well as computer file, provided electronically, which may be downloaded or reproduced immediately for permanent use.
  • d) supply contracts newspapers, periodicals and magazines
  1. To make a return must contact to fill the request for return. After completing the request, be given a return number and tell you to send data.
  2. Be returned in their original packaging, in perfect condition and protected so it does not arrive with seals or tape transport. Otherwise Puppentoys.com reserves the right to refuse the return.
  3. Returns must be delivered in destination within 7 days from the date of acceptance of the return. Otherwise it will be rejected and returned.
  4. Upon receipt of the merchandise and proven that it is in perfect condition, will process the refund if indicated.
  5. Expenses transport caused by the return shall be borne by the customer.
  6. The payments via bank transfer for returns will have a maximum of 14 days in administrative procedures, although we try not to take longer than 7 days.

To complain about the lack of conformity of the product, the consumer can address both the seller and the product manufacturer. The law establishes a general term of two years from acquisition to expose the problem.

To process the warranty within 14 days after purchase contact to Puppen Toys S.L. anomaly indicating the purchased product breakage click here. After 14 days of the product purchase contact the manufacturer of the product for the procedure of the warranty.

Shipping costs incurred in processing the product warranty will be charged to the customer. It will always be under the instructions of Puppen Toys S.L. upon application and acceptance.

Warranty voiding in the following cases:

  • Incorrect use, handling or maintenance by the Customer of a product or part of it.
  • Burned Components voltage or current surges power.
  • Broken or damaged components subjected to impact.
  • Repair, modification or extension by the customer of a product.
  • Deterioration, removal or concealment, by the customer, the manufacturer warranty label of all products (including those that are part of a product). That is, do not accept any damaged material without packaging or with visible evidence of improper handling.

Excluded from any warranty defects and damage caused by external events, accidents, electrical accidents mainly due to wear and use not in accordance with the manufacturer's instructions.

Also excludes products modified or repaired by the Customer or any other person authorized by Juguetes Puppen Toys S.L., and products that are the subject of a specific support contract.

Incorrect assembly or use by the customer, product or component also caused by a component not supplied by the manufacturer and incorporated by the Customer.

These warranty conditions do not affect consumer's statutory rights protected by the applicable national legislation.

In case the product shipped to Juguetes Puppen Toys S.L. is in perfect condition and the problem is mounting configuration I returned to the customer on delivery and can bill the labor force employed in the check or test the supposedly defective item with a fee of 20 €/h.

The European Commission provides a platform for online dispute resolution which is available at the following link: http://ec.europa.eu/consumers/odr/. Consumers can submit their claims through the platform of online dispute resolution.