Refund policy

Last updated: October 16, 2026

Return, Replacement, and Refund Policy
Welcome to Toy-Joy (accessible at www.toy-joy.in). We value your trust and strive to provide a safe, pleasant shopping experience for our community.
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Consumer Protection Act, 2019 governing e-commerce transactions in India, our cancellation, return, replacement, and refund rules are structured transparently below.
1. Damaged or Defective Items (Transit Damage)
To protect our community, we offer a 100% free replacement for any item damaged during transit. To claim this, simply share a quick, unedited unboxing video of the package within 48 hours of the delivery to our support team.
  • Mandatory Requirement: The unboxing video must clearly show the shipping label on the package, the sealed box being opened, and the exact defect or damage to the toy/product.
  • Action Timeframe: The request must be submitted within 48 hours of delivery to our grievance/support email address. Requests submitted past 48 hours will not qualify for transit-damage replacement.
2. Standard Returns and Replacements
Beyond transit damage, customers are legally entitled to return or replace goods if the delivered product is genuinely defective, deficient, or significantly different from the image or description advertised on our website.
  • Eligible Return Conditions:
    • The product received is physically broken or non-functional upon opening.
    • The product received does not match the specifications (e.g., wrong variant, wrong toy set).
  • Product Condition Requirements: To be eligible for a successful return evaluation, the item must be unused, in its original packaging (including tags, boxes, and manual sheets), and accompanied by the original tax invoice.
3. Non-Returnable Items
For health, hygiene, and infant safety compliance, certain categories of products listed on Toy-Joy cannot be returned or replaced unless they arrive damaged during transit:
  • Silicone Molar Rods & Newborn Feeders (due to infant sanitary reasons).
  • Baby Pillows & Apparel Items that have been washed, used, or have broken original seals.
4. Cancellation & Unfair Charges
  • Customer Cancellations: Orders can be cancelled seamlessly through your dashboard before they are handed over to our shipping partners.
  • No Unfair Charges: In strict alignment with Indian E-Commerce guidelines, we do not levy cancellation fees or hidden restocking penalties on consumers for cancelling orders or returning genuinely defective/damaged goods.
5. Refund Disbursal Timeline
Once an item is successfully returned to our warehouse and inspected, your refund will be authorized:
  • Prepaid Orders: Refunds will be credited directly back to the original payment source (Bank account, Credit/Debit card, UPI wallet) within 5 to 7 business days following verification.
  • Cash on Delivery (COD) Orders: For products purchased via COD, the consumer must provide valid bank account information or a UPI ID. The refund will be credited digitally to that designated account within 7 business days of receiving the product return. We do not offer cash refunds via courier partners.
6. Statutory Grievance Redressal Mechanism
Pursuant to Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020, we maintain a dedicated system to handle consumer complaints swiftly:
  • Acknowledgment: Every logged complaint will receive a formal tracking ticket number via email within 48 hours.
  • Resolution Window: Our team guarantees a complete resolution to consumer grievances within 1 month (30 days) from the official registration date.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at avishekmre@gmail.com.