- Express delivery and free returns within 30 days
At The Toys, we want customers to have a smooth shopping experience. This Refund & Return Policy explains the general rules for returns, replacements, exchanges, and refunds for purchases made through our ecommerce store. For case-specific help, customers should contact support at [email protected] as soon as possible.
To be eligible for a return or exchange, items should generally be unused, in resalable condition, and returned with original packaging, tags, accessories, manuals, and proof of purchase where applicable. Returned items must not show signs of misuse, damage caused after delivery, or missing parts not due to our error.
Return requests should be made within a reasonable period after delivery. If your order has an issue, please contact us promptly so we can review the situation and guide you on the next steps.
If you receive a damaged, defective, incomplete, or incorrect item, please contact us at [email protected] with your order details and a clear description of the issue. We may ask for photos of the product and packaging to help verify the problem. After review, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the circumstances and product availability.
Some products may not be eligible for return due to product nature, hygiene concerns, safety reasons, clearance status, sealed packaging, custom orders, or other item-specific limitations. Examples may include:
If you are unsure whether an item can be returned, please contact us before sending it back.
To request a return, refund, or exchange, contact support at [email protected] and provide your order number, product name, reason for the request, and any supporting photos if relevant. Please wait for return instructions before sending any item back. Unauthorized returns may be delayed or refused if they cannot be identified or inspected properly.
Once a returned item is received, we will inspect it to confirm its condition and eligibility. Approval of a refund or exchange depends on our review of the returned product and the reason for return. If the item does not meet return conditions, we may decline the request or offer an alternative resolution where appropriate.
If a refund is approved, it will generally be issued to the original payment method where possible. In some cases, another agreed method such as store credit may be used. Original shipping charges are usually non-refundable unless the return is due to our error, a defective item, or a wrong item delivered.
Refund processing time may vary depending on the payment method, banking channels, and service providers. After approval, please allow a reasonable time for the amount to appear in your account or through the relevant payment channel.
If you would prefer an exchange, we will try to help based on stock availability and product condition. If the same item is unavailable, we may offer an alternative product, store credit, or another suitable resolution.
Customers may be responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item sent by us. If we arrange return collection or provide shipping support, any applicable terms will be shared during the return process.
If you need to cancel an order, please contact us as soon as possible. Orders that have already been processed, packed, shipped, or handed to the courier may not be cancellable. In such cases, the order may need to follow the standard return process after delivery.
If you believe your order has been lost in transit or marked delivered but not received, please contact us promptly so we can review the shipment details with the courier and assist where possible.
We review support cases individually and aim to provide a fair outcome based on the product condition, order details, and issue reported. For case-specific help with returns, replacements, or refunds, please contact [email protected].
