This Refund Policy describes our policies regarding refunds for purchases made on www.toyrollz.com (the "Website"). This policy is designed to be clear, concise, and compliant with Google Merchant Center requirements.
1. Eligibility for a Refund
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14-Day Return Window: You are eligible for a refund if you return your item(s) within 14 days of the date you received the order. This 14-day period is clearly stated and starts from the date of delivery.
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Original Condition and Packaging: To be eligible for a refund, items MUST be returned in their *original packaging*, unopened, unused, and with all original tags and accessories. Items must be in the same condition in which they were received.
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Return Merchandise Authorization (RMA): All returns require prior authorization from Toy Rollz. You must obtain an RMA number before shipping any items back. Returns received without an RMA number will not be processed.
2. How to Request a Refund
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Contact Us: Contact our customer service team within 14 days of receiving your order to request a return and obtain an RMA number. You can reach us via:
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Provide Information: Be prepared to provide your order number, the item(s) you wish to return, and the reason for the return.
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Receive RMA Number: If your return request is approved, we will provide you with an RMA number.
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Package Your Return: Carefully package the item(s) in the original packaging. Write the RMA number clearly and legibly on the outside of the return package.
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Return Shipping: You are responsible for the cost of return shipping, except in cases of damaged, defective, or incorrect items (see Section 5). We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for items lost or damaged during return transit. Provide us with the tracking number.
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Exchange: We can only offer an exchange once we received the product.
3. Refund Processing Time
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Inspection: Upon receiving your returned item, we will inspect it to verify that it meets our return eligibility criteria (original condition, packaging, etc.).
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Approval/Denial: We will notify you of the approval or denial of your refund.
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Refund Timeframe: If your refund is approved, it will be processed to your original method of payment. Please allow 5-10 business days for the refund to appear in your account. The exact processing time may vary depending on your bank or credit card issuer. We will make every reasonable effort to process refunds promptly.
4. Refund Amount
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Full Refund (Eligible Items): If your return meets all eligibility criteria, you will receive a full refund of the purchase price of the item(s).
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Original Shipping Costs: Original shipping fees are non-refundable, except in cases of damaged, defective, or incorrect items (see Section 5).
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Restocking Fee: A 20% restocking fee of the total value will be deducted from your refund if the item is returned for reasons other* than damage, defect, or an error on our part. This fee covers the costs associated with processing and restocking returned items.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, please contact us immediately (within 48 hours of receipt). We will provide instructions for returning the item, and we will cover the return shipping costs in these cases. You will have the option of receiving a replacement (if available) or a full refund, including the original shipping costs.
6. Non-Refundable Items
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Pre-Owned Items: Items sold in our "Pre-Owned" section are sold as is and are not eligible for refunds. Pre-Owned items are clearly marked as such in the product title.
7. Contact Information
If you have any questions about our Refund Policy, please contact us:
