Refund policy

This Return, Refund, and Cancellation Policy explains how Toykio Store handles order cancellations, returns, replacements, and refunds.

By placing an order, you agree to this policy.

Order Cancellation

You may request cancellation before the order is shipped.

Once the order has been shipped, cancellation may not be possible. In such cases, you may need to wait for delivery and request a return or replacement only if the product is eligible under this policy.

Toykio Store may cancel an order due to product unavailability, pricing errors, payment issues, suspected fraud, incorrect address, serviceability issues, or other operational reasons.

If a prepaid order is cancelled by us, the eligible refund will be processed to the original payment method.

Return and Replacement Eligibility

A product may be eligible for return, replacement, or refund only if:

  1. The product was damaged during shipping
  2. You received a defective product
  3. You received the wrong product
  4. The product was delivered with missing parts or accessories
  5. The product is specifically marked as returnable on the product page

Return or replacement requests must be raised within 3 days of delivery, unless a different timeline is mentioned on the product page.

Mandatory Unboxing Video for Shipping Damage Claims

For any claim related to damage during shipping, Toykio Store requires a clear, continuous, uncut unboxing video.

The video must:

  1. Start before the package is opened
  2. Clearly show the outer packaging from all sides
  3. Clearly show the shipping label, airway bill, or order details where visible
  4. Show the complete opening of the package without cuts, pauses, edits, transitions, or interruptions
  5. Clearly show the product, all contents, and the claimed damage
  6. Be recorded in sufficient lighting and clarity
  7. Not be edited, cropped, AI-enhanced, AI-generated, stitched, manipulated, or altered in any way

This requirement exists because edited, cropped, AI-generated, AI-modified, or incomplete videos may not reliably establish that the damage occurred during shipping.

Damage claims without a clear, continuous, uncut unboxing video may be rejected.

Evidence Required for Other Claims

For claims related to a wrong product, missing parts, manufacturing defect, or other issue, we may ask for:

  1. Order ID
  2. Photos of the product and packaging
  3. Video evidence, if required
  4. Invoice or proof of purchase
  5. Clear explanation of the issue

Toykio Store reserves the right to approve or reject a claim based on the evidence provided and the condition of the returned product.

Non-Returnable Products

Products may not be eligible for return, replacement, or refund if:

  1. The product has been used, damaged, altered, washed, assembled incorrectly, or mishandled
  2. The original packaging, tags, manuals, accessories, freebies, or invoice are missing
  3. The product was damaged due to misuse, improper handling, improper storage, or lack of supervision
  4. The product is a clearance, sale, final-sale, or discounted item marked as non-returnable
  5. The product is personalized, customized, or made to order
  6. The product has hygiene or safety concerns once opened
  7. The return request is raised after the allowed return window
  8. The issue is due to minor color, packaging, or design variation that does not affect product use
  9. The product has normal wear and tear after use
  10. The claim is supported by edited, unclear, incomplete, AI-generated, AI-modified, or manipulated evidence

Conditions for Approved Return

If a return is approved, the product must be returned in unused condition with original packaging, tags, labels, manuals, accessories, freebies, and invoice.

If the returned product is found to be used, damaged, incomplete, different from the shipped product, or not in acceptable condition, the return, replacement, or refund may be rejected.

Replacement

If a product is approved as defective, damaged during shipping, missing parts, or incorrectly delivered, we may offer a replacement, subject to stock availability.

If replacement stock is unavailable, we may offer a refund or store credit, depending on the situation.

Refunds

Refunds are processed only after the claim is approved and, where applicable, the returned product is received and inspected.

Once approved, refunds may take 5 to 10 business days to reflect in your original payment method, depending on the bank, payment gateway, card network, UPI provider, or payment provider.

For Cash on Delivery orders, if offered, refunds may be processed through bank transfer, UPI, wallet, or store credit, subject to verification.

Refund Deductions

In some cases, the following may be deducted from the refund amount:

  1. Forward shipping charges
  2. Return shipping charges
  3. Cash on Delivery charges
  4. Payment gateway charges
  5. Handling or packaging charges
  6. Any loss in product value due to customer handling

Deductions, if applicable, will be communicated before the final refund is processed.

Return Pickup

Where available, we may arrange reverse pickup through our courier partner. If reverse pickup is not available at your location, you may be asked to ship the product to us.

In such cases, return shipping reimbursement, if applicable, will be decided based on the reason for return and prior approval from Toykio Store.

Contact for Returns and Refunds

Email: support@toykiostore.com
Phone: +91 91756 21755