Return Policy

EASY RETURNS

We offer a free returns policy, if for any reason you are not satisfied with your purchase, please contact us within 30 days and provide your name, order number, and reason for return to request a Return Authorization Number.

Any items with Cut Wires or in otherwise unsalable condition are not returnable!

DAMAGED MERCHANDISE

Please inspect all items upon receipt for any damage. Any item damaged due to freight handling or factory defects will be repaired or replaced at no additional charge. Please e-mail us at support@toyroomhq.com within 7 days with your Name and Order Number.

If you receive a damaged item, we will try to replace the part or the entire item, so you are pleased with your new item. The original shipping charge is not refundable if you decide not to replace the item.

SHIPPING BACK TO US

We cannot accept returns on the merchandise you have used, installed, altered, or damaged. All returned items are shipped at the customer's expense. All returns must have a Return Authorization.

We recommend using a carrier that provides tracking and that you insure the returned item for the entire amount.

WARRANTIED MERCHANDISE

ToyRoom will honor all available manufacturer warranties still in effect covering manufacturer defects. Please open and inspect all items upon receipt for complete warranty protection.

Customers may apply for a return or exchange within thirty days of receiving the product(s). Warranty support within 90 days. Refunds will be made by the same method you used to pay.

Please note items marked “Final Sale” cannot be returned/exchanged.

Sale and promotional items are excluded and subject to our standard return/exchange policy.

RETURN CONDITIONS

All items must be returned in their original selling condition, without having been worn, washed, or altered, and with all their tags still attached. All items must be returned to their original boxes. All items must be returned in one package. Return/Exchange shipments must be made using the same service as the original delivery. We can only accept returns/exchanges from the country where an order was originally shipped. For example, orders delivered to the US must be returned from the US. Customized items cannot be returned. Unfortunately, the return/exchange is not free of charge (import and shipping fees will be charged at your own expense). Naturally, any faulty items can be returned. We reserve the right not to accept any return/exchange if the product shows signs of wear or has been used or altered from its original condition. You will be informed if we propose to reject your refund/exchange, you may choose to have the product sent back to you at your own expense.

HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

Step 1: Please get in touch with our Customer service team to start the return process with the following information:

Order number
Proof of purchase
Video or photo of the faulty product

Step 2: Insert your receipt and the items into the original packaging.

Step 3: Fill out all three Returns Pro-Forma Invoice Form copies. Insert all copies in the transparent envelope and attach them to the package without closing. These documents are required for customs, so please complete all three copies.

Step 4: Turn the package over to the courier. After the courier has checked the return shipment, please close the box securely.

Note: If the consumer causes the return, the consumer should be responsible for the shipping fee. The specific price should be based on the express company you choose.

If, due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

REFUND

In case of a return, your refund will be credited to the original payment method. ToyRoom will not refund shipping costs in case of returns.

Once your package reaches us, please allow  7-30 business days(depending on peak times) for processing your return. If your return does not meet the listed conditions, the package will be returned to you at your own expense. Your refund will be issued when your return has been accepted, and you will receive a confirmation email.

We’re available to support you via

Email: support@toyroomhq.com

We strive to respond to your questions within 24 hours.

CUSTOMER SERVICE CHAT HOURS

Monday to Saturday: 10 am - 7 pm