This Refund & Return Policy describes our policies regarding returns and refunds for purchases made on www.toyrollz.com (the "Website").
1. Return Eligibility
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14-Day Return Window: Our customer guarantee is that you can return your items within 14 days of receipt.
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Original Condition: Products MUST be returned in their *original packaging* and in the same condition in which they were received (unopened, unused, and with all original tags and accessories).
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Return Authorization: All returns *must* be authorized and approved by Toy Rollz *before* you ship the item back. Do not send anything prior to us approving the return. Once approved, we will provide you with an RMA (Return Merchandise Authorization) number.
2. Return Process
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Contact Us: Contact our customer service team within 14 days of receiving your order to initiate a return and receive an RMA number. You can reach us at:
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Provide Information: Please provide your order number, the item(s) you wish to return, and the reason for the return.
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RMA Number: Once your return is approved, we will provide you with an RMA number. Write this number clearly on the outside of the return package.
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Return Shipping: You are responsible for the cost of return shipping. Original shipping fees are non-refundable.
- Return must be postmarked within 5 days of approval
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Shipping Insurance: We strongly recommend purchasing shipping insurance when returning your item. We are not responsible for any damage or loss that occurs during return transit.
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Tracking Number: Please provide us with the tracking number for your return shipment. This allows both of us to track the package.
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Exchange: We can only offer an exchange once we received the product.
3. Refund Processing
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Inspection: Once we receive your returned item, we will inspect it to ensure it meets our return eligibility criteria.
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Refund Approval: If your return is approved, we will process a refund to your original method of payment.
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Refund Timing: Please allow 5-10 business days for the refund to appear in your account. The exact timing may vary depending on your bank or credit card issuer.
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Restocking Fee: If an item is returned for reasons *other* than damage, defect, or an error on our part, a 20% restocking fee of the total value will apply. This fee will be deducted from your refund.
4. Non-Returnable 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 will be clearly indicated as such in the product title.
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Opened Items: Items opened and no longer in original package.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately (within 48 hours of receipt). Follow the instructions in Section 2 (Return Process) to initiate a return. We will cover the return shipping costs for damaged or defective items, and we will offer a replacement (if available) or a full refund.
6. Contact Us
If you have any questions about our Refund & Return Policy, please contact us:
