Refund & Exchange Policy
At Toy Eden, we want every customer to enjoy a smooth and reliable shopping experience. We carefully prepare orders before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.
Please read our Refund & Exchange Policy carefully to understand the eligibility requirements and how to report an issue with your order.
1. Eligibility for Returns & Exchanges
You may request a return or exchange if:
- You receive a product that is damaged upon arrival.
- The product has a manufacturing defect.
- You receive an item different from the one you ordered.
- Your order is missing a product, part, or accessory that was included in the order details.
All requests are subject to verification and approval by our team.
Please note: We do not generally accept returns or exchanges simply because a customer changes their mind, selects the wrong product, or no longer wants the item after placing an order. Any applicable rights under consumer protection laws remain unaffected.
2. Reporting an Issue
Customers must report any damage, defect, incorrect item, or missing product within 24 hours of receiving the parcel.
To report an issue, please contact us at:
Email: toyedensupport@gmail.com
Please include the following information:
- Your order number
- Your full name and contact number
- A brief description of the issue
- Clear photos or videos showing the product and the problem
- An unboxing video, if available, particularly for damage, missing items, or incorrect products
Please keep the original packaging, product accessories, and any included manuals until your request has been reviewed.
We recommend recording an unboxing video when opening your parcel, as it can help us verify and resolve claims more efficiently.
3. Product Inspection & Approval
Once we receive your request, our team will review the information and may ask for additional photos, videos, or details.
If your claim is approved, we will inform you of the next steps for returning the item, receiving a replacement, or obtaining a refund, as applicable.
Please do not send any product back before receiving return instructions from our team.
4. Exchange Policy
If you receive an eligible damaged, defective, or incorrect product, Toy Eden may offer a replacement or exchange, subject to product availability and verification.
If the same product is unavailable, our team will discuss the available options with you, which may include an alternative arrangement or an eligible refund.
All approved exchanges must follow the return instructions provided by our team.
5. Refund Policy
Refunds may be approved for eligible claims, including verified cases involving damaged, defective, incorrect, or incomplete orders where a refund is the appropriate resolution.
For approved refunds:
- The returned product, where applicable, must first be received and inspected.
- Refunds will generally be processed within 7 working days after approval and completion of the required verification.
- For Cash on Delivery (COD) orders, refunds may be issued through bank transfer,
- JazzCash, or Easypaisa, subject to the details provided and verification.
- Customers may be asked to provide accurate account or wallet details to complete the refund.
The time required for a bank or payment provider to credit the amount may vary.
6. Products That May Not Qualify for Return or Exchange
Due to hygiene, safety, or usage-related considerations, certain products may not qualify for return or exchange once opened, assembled, inflated, filled, or used.
These may include:
- Bubble liquids and similar consumable products
- Swimming pools and inflatable products
- Play tents and similar assembled products
- Helicopters, drones, and other usage-sensitive electronic toys
This restriction does not automatically exclude a genuine claim for a product that arrived damaged, defective, incorrect, or incomplete. Such claims will be assessed according to the circumstances and applicable consumer protection requirements.
Products damaged through misuse, improper handling, unauthorized modification, or normal wear and tear may not qualify for a return or exchange.
7. Condition of Returned Products
Where a return is approved, the product should be returned with its original packaging, accessories, manuals, and other included items, wherever applicable.
Returned products may be inspected to determine the reported issue and eligibility for the requested resolution.
Products showing signs of customer-caused damage, misuse, or unauthorized modification may be ineligible for a return or exchange, subject to applicable consumer protection requirements.
8. Return Shipping Charges
If a return or exchange is approved because Toy Eden supplied an incorrect product or the product is verified as damaged or defective on arrival, Toy Eden will arrange or cover the reasonable return shipping costs as instructed by our team.
For other approved returns, any applicable shipping charges will be communicated before the return is arranged.
Please do not dispatch a parcel independently without our approval and return instructions.
9. Sale & Discounted Products
Products purchased during sales, promotional campaigns, or discount offers are subject to the same process for reporting eligible damage, defects, incorrect items, or missing products.
A discounted price alone does not automatically disqualify a customer from an otherwise valid claim.
10. Contact Us
If you have any questions about this policy or need to report an issue with your order, please contact us:
Store: Toy Eden
Website: https://www.toyeden.com
Email: toyedensupport@gmail.com
WhatsApp: +92 342 0787881
Please include your order number whenever you contact us about an existing order so that we can assist you efficiently.
Toy Eden reserves the right to update this policy from time to time. Any updated version will be published on our website. This policy does not limit any rights available to customers under applicable consumer protection laws.