Refund policy

Return & Refund Policy

At Toymoy.pk, customer satisfaction is our top priority. We always aim to provide a smooth, fair, and enjoyable shopping experience for you and your family. If you encounter any issues with your order, our dedicated support team is here to help resolve it quickly.

1. Mandatory: Parcel Opening Video (For Customer Protection)

To ensure a fair resolution for any transit-related issues, all customers are strongly requested to record a continuous video while opening their parcel.

Video Requirements:

  • The parcel must be clearly shown as completely sealed from all sides before you start opening it.

  • The video must be continuous, single-take, and unedited. Any videos with cuts, edits, or pauses will not be accepted.

📌 Why is this required? Because toys are delicate and can sometimes stop working if handled incorrectly even once after unboxing, this parcel opening video is considered the only valid proof we accept for:

  • Damaged items received upon delivery.

  • Missing products or accessories in the package.

  • Faulty or non-working electronic/mechanical items.

We highly appreciate your cooperation and understanding in helping us maintain a secure and trustworthy shopping environment.

2. Return Eligibility Criteria

We accept returns and exchanges strictly within a standard timeframe, provided the following conditions are met:

  • The product must be completely unused and unplayed with.

  • The item must be in the exact same condition that you received it.

  • The toy must be returned in its original retail box/packaging, including all manuals, accessories, and tags.

3. Non-Returnable & Sale Items

Due to the sensitive nature, hygiene factors, one-time setup risks, or promotional pricing, we do not accept returns, exchanges, or refunds for the following:

  • Specific Categories: Bubble liquids / bubble solution toys, swimming pools, kids play tents, remote control helicopters & drones, and inflatable items (air mattresses, inflatable toys, etc.).

  • Sale Items: Refunds and exchanges are only applicable on regular-priced items. Items purchased on sale, clearance, or via special discount offers are strictly non-refundable.

4. Proof of Purchase

To process any return, exchange, or claim request, you must provide our team with:

  • Your official Order Number (received via Email/SMS/WhatsApp), OR

  • A digital purchase receipt / shipping label proof.

5. Return & Exchange Process

  • Step 1: Please contact our customer support team before sending any item back to us. We will not accept any returns sent to our facility without prior confirmation.

  • Step 2: Share your continuous parcel opening video along with your order details at support@toymoy.pk or via our official WhatsApp support channel.

  • Step 3: Our team will inspect the video claim and guide you on how to safely ship the item back to our Karachi location.

6. Return Shipping Charges

  • Customers are responsible for paying their own shipping costs for returning or exchanging any item. Original shipping costs are non-refundable.

  • For expensive or valuable toy products, we strongly recommend using a trackable courier service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item safely.

7. Refund Processing & Delayed Refunds

Once your returned item is received at our warehouse and passes our physical quality inspection:

  • We will formally notify you of the approval or rejection of your refund via email, WhatsApp, or phone call.

  • If approved, your refund will be securely processed within 7 working days via Bank Transfer, JazzCash, or EasyPaisa.

What to do if your refund is delayed? If you haven't received your refund after 7 working days, please recheck your account/wallet statements first. Then, contact your bank or mobile wallet provider, as processing delays often occur before a transaction is officially posted. Still need help? Contact us at support@toymoy.pk.

8. Gift Orders

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the item is accepted.

  • If the item wasn’t marked as a gift, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the original purchaser.

9. Need Help?

We are always happy to assist you with any questions or support.

  • Email: support@toymoy.pk

  • Website: www.toymoy.pk

  • Location: Karachi, Pakistan