Return & Refund

Return & Refund Policy

Last updated: September 13, 2026

At SToys.pk, we want you and your little ones to be happy with every purchase. ❤️

If you receive an incorrect, damaged, or defective item, we're here to help. Please read the following policy to understand when returns, replacements, and refunds are available.

1. Eligibility for Returns

You may request a return or replacement if:

  • You received the wrong product.

  • The product arrived damaged.

  • The product is defective or not functioning as described.

  • The product received is materially different from what was shown or described on our website.

To be eligible, the item should generally be:

  • Unused and in its original condition.

  • In the original packaging, where applicable.

  • Accompanied by your order details or proof of purchase.

  • Returned with all accessories, parts, manuals, and promotional items that came with it.

2. Return Timeframe

Please contact us within 7 days of receiving your order if you believe there is a problem with your product.

Requests submitted after this period may not be accepted unless required by applicable law.

For damaged or incorrect items, we strongly recommend contacting us as soon as you receive the package.

3. Items That Cannot Be Returned

For hygiene, safety, or other practical reasons, certain products may not be eligible for return unless they arrive defective, damaged, or incorrect.

These may include:

  • Used toys

  • Products damaged through misuse

  • Products missing original parts or accessories

  • Products without their original packaging, where packaging is necessary for resale

  • Items altered or repaired by the customer

  • Clearance or final-sale items, where clearly stated at the time of purchase

4. Damaged or Defective Products

If your order arrives damaged or a product appears to be defective:

Please contact us within 7 days of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the problem

  • Clear photos of the product

  • Photos of the packaging, if it was damaged

  • A short video demonstrating the issue, when appropriate

Our team will review your request and determine whether a replacement, refund, repair, or another solution is appropriate.

5. Wrong Product Received

If we accidentally send you the wrong product, please contact us as soon as possible.

After verification, we may arrange a replacement with the correct item or provide another appropriate resolution.

If the mistake was on our side, we will guide you through the return process.

6. Change of Mind

We understand that sometimes you may change your mind after placing an order.

However, change-of-mind returns are subject to our approval and may not be available for every product.

Products must be unused, undamaged, and in their original condition and packaging.

Any applicable return shipping costs may be the customer's responsibility unless otherwise agreed.

7. Return Shipping

If the return is due to an error on our part, such as:

  • Wrong item received

  • Damaged item received

  • Confirmed manufacturing defect

we will work with you to arrange an appropriate return solution.

For other approved returns, the customer may be responsible for return delivery costs.

8. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed using an appropriate payment method.

Depending on the original payment method and financial institution, it may take additional time for the refunded amount to appear in your account.

Cash on Delivery Orders

For Cash on Delivery (COD) orders, customers have not made an online payment at checkout. If a refund is approved, we will contact you to arrange the appropriate refund method.

9. Refund Amount

If a refund is approved, the amount refunded will depend on the circumstances of the return.

Where applicable, original shipping charges may be non-refundable unless the return is due to an error, damage, or defect attributable to SToys.pk.

We will explain the applicable refund amount before processing the refund where appropriate.

10. Exchanges & Replacements

When possible, we may offer a replacement instead of a refund for:

  • Damaged products

  • Defective products

  • Incorrect products

Replacement availability depends on stock.

If the same product is unavailable, we may offer an alternative solution, such as a refund or another suitable product, subject to agreement.

11. How to Request a Return

To request a return, contact our customer support team with:

Order Number:
Customer Name:
Phone Number:
Reason for Return:
Photos/Videos: Where applicable

Please do not send an item back without contacting us first and receiving return instructions.

12. Return Inspection

Returned products may be inspected before a return, replacement, or refund is approved.

If an item does not meet the conditions of this policy—for example, it has been used, damaged through misuse, or is missing important components—we may decline the return.

13. Important Note About Toys

Some toys contain batteries, electronic components, small parts, or moving mechanisms.

Please use products according to the manufacturer's instructions and appropriate age recommendations.

Damage caused by incorrect use, accidents, modifications, water exposure, or failure to follow product instructions may not qualify for a return or refund.

❤️ Our Promise

At SToys.pk, we believe shopping for toys should be fun—not stressful.

If something isn't right with your order, contact us and give us the opportunity to make it right.

We're committed to treating every return request fairly and helping you find the best possible solution.

Need Help?

📧 Email: [Your business email]
📱 WhatsApp: [Your business number]
🌐 Website: SToys.pk