Return and Refund Policy

Return & Refund Policy – ToyCraze

Last Updated: April 4, 2026

At ToyCraze, we want you to be satisfied with your purchase. Please review the following policy regarding returns, refunds, and replacements for items purchased through toy-craze.com.

1. Return Eligibility

We only accept returns for items that are:

  • Defective
  • Damaged during transit
  • Incorrect items received

We do not accept returns for:

  • Change of mind
  • Ordered by mistake
  • Personal preference
  • Minor packaging wear that does not affect the product itself

To be eligible for a return, the item must:

  • Be reported within the applicable return period
  • Be in its original condition
  • Include all original packaging, accessories, manuals, and inserts
  • Not show signs of misuse, alteration, or damage caused after delivery

2. Return Window

Eligible return requests must be submitted within 7 days of delivery for:

  • Defective items
  • Damaged items
  • Incorrect items received

Requests submitted after this period may not be accepted.

3. How to Request a Return

To request a return, please contact us through the toy-craze.com chat box and include:

  • Your order number
  • A clear description of the issue
  • 2–3 clear photos of:
    • the item
    • the packaging
    • the defect, damage, or incorrect item received

Once reviewed and approved, we will provide return instructions.

Please do not send any item back without prior approval, as unauthorized returns may not be accepted.

4. Return Shipping Costs

If the return is approved because the item is:

  • defective,
  • damaged, or
  • incorrect,

ToyCraze will cover the return shipping cost.

A prepaid return label may be provided where applicable.

We do not accept returns for non-defective items, so customer-paid discretionary returns are not available.

5. Inspection and Refund Processing

Once the returned item is received and inspected, we will notify you of the outcome.

If the return is approved, your refund will be issued to your original payment method within 7 business days.

Please note:

  • Your bank or payment provider may take additional time to post the refund
  • Original shipping charges (if any) are non-refundable unless the return is due to our error
  • Any import duties, taxes, or customs charges are non-refundable unless required by law

6. Replacements

Where available, we may offer a replacement item instead of a refund for approved defective, damaged, or incorrect products.

If a replacement is not available, a full refund will be issued.

We do not offer direct exchanges for other items or product variations.

7. Non-Returnable Items

The following items are non-returnable and non-refundable, unless they arrive defective, damaged, or incorrect:

  • Pre-order items (once shipped/dispatched)
  • Clearance or sale items marked “Final Sale”
  • Custom-made or personalized items

8. Pre-Order Return Conditions

Pre-order items are subject to the same defect-related protection as regular products.

If a pre-order item arrives:

  • damaged,
  • defective, or
  • incorrect,

you must contact us within 7 days of delivery to request a replacement or refund.

Please note that pre-order cancellations before shipment are governed by our Pre-Order Terms.

9. Damaged or Incorrect Deliveries

If your order arrives damaged, defective, or not as described, please contact us within 7 days of delivery.

Please include clear supporting photos so we can review and resolve the issue as quickly as possible.

Depending on the situation, we may offer:

  • a replacement,
  • a refund, or
  • another appropriate resolution

at no additional cost to you.

10. Authenticity Guarantee

All items sold by ToyCraze are intended to be authentic as described on the product listing.

If you believe you have received an item that is not authentic, please contact us immediately with supporting evidence or photos for investigation.

11. Return Refusal

ToyCraze reserves the right to reject any return or refund request if:

  • the item has been used or altered,
  • the issue cannot be verified,
  • the product does not match the original order records,
  • or the return request falls outside this policy.

12. Contact Us

For any return or refund inquiries, please contact us:

ToyCraze
Website: toy-craze.com
Email: sales@toy-craze.com

Business Address:
Room H, 13/F, Superluck Industrial Center Phase 1
45–53 Sha Tsui Road
Tsuen Wan, New Territories
Hong Kong

Customer Support Hours:
Monday to Friday
9:00 AM – 5:00 PM