Refund policy

Return & Refund Policy — Toyozo

At Toyozo, we want every customer to have a smooth and fair experience.

Please read the guidelines below carefully before requesting a return, replacement, repair, or cancellation.

1. Returns and Replacements

We accept returns or replacements only for manufacturing defects, damage, or incorrect items. You must request a return or replacement within 3 days of delivery.

Eligibility Requirements

To qualify, ALL of the following must be met:

  • The issue must be reported within 3 days of delivery
  • Full unboxing video required (from sealed package to product inspection) along with clear photos of the issue
  • Item must be unused and in original packaging
  • Product must be in the same condition as received
  • Proof of purchase must be provided

If these conditions are met, our team will review the case and guide you on the next steps.

2. What Is NOT Eligible for Return

We do not accept returns or replacements in the following situations:

  • You no longer want the product
  • No unboxing video is available
  • Damage occurred after delivery due to usage or mishandling
  • Original packaging is missing or heavily damaged
  • Sale items or gift cards

Items sent back without prior approval will not be accepted.

3. How to Request a Return or Replacement

Email us at toyozoteam@gmail.com

Please include:

  • Order number
  • Description of issue
  • Type of resolution needed
  • Clear photos of the problem
  • Full unboxing video

Once approved, we will share the return instructions.

4. Refunds

Refunds are issued only after:

  • Return is approved
  • Product is received and inspected

If approved, refunds are processed to the original payment method within 10 business days. Banks or payment providers may take additional time to reflect the refund.

If 15 business days have passed after approval, send a mail to toyozoteam@gmail.com.

5. Exchanges

We do not offer direct exchanges. If you want a different product:

  1. Request a return (if eligible)
  2. If approved, place a new order separately

6. Cancellations

  • COD orders will be confirmed via WhatsApp before dispatch, where a cancellation option is given.
  • In case you have accidentally confirmed the COD order or not received a confirmation message, reach out to customer success to request a cancellation.
  • For all prepaid and COD orders, we may be able to cancel the order at our discretion before the order has been shipped to you.
  • Orders cannot be cancelled once shipped or dispatched.