At Toymatrix, we want you to be satisfied with your purchase. If you are not completely satisfied with a product, you may request a return subject to the conditions mentioned below.
1. Return Eligibility
Products can be returned within 3 of delivery, provided that:
- The product is in its original condition.
- The product is unused and in working condition.
- The product is returned with its original packaging, accessories, manuals, and other items supplied with the product, wherever applicable.
- The product has not been damaged, modified, repaired, or misused by the customer.
- The product is not missing any parts or accessories.
- The original invoice/order details are available for verification.
We may inspect the returned product before approving the refund.
2. Return Charges
A ₹250 return handling/shipping charge will be deducted from the refund amount for eligible customer-initiated returns.
For example:
If your product value is ₹1,000 and you return it under our standard return policy, the applicable ₹250 return charge will be deducted and the eligible refund will be ₹750, subject to successful inspection of the returned product.
The return charge covers the applicable reverse-shipping and handling costs.
3. Refund Conditions
A refund will be issued only after the returned product is received and passes our quality inspection.
The product must be:
- In original condition
- In working condition
- Complete with all accessories and components
- Free from customer-caused damage
- Returned in the original packaging wherever applicable
If the product is found to be damaged, used improperly, incomplete, or not in its original condition, we may reject the return or deduct the applicable amount from the refund.
4. Damaged, Defective or Incorrect Product
If you receive a product that is:
- Damaged during delivery
- Defective or not functioning as described
- Different from the product you ordered
- Missing essential parts or accessories
please contact us as soon as possible after delivery.
For such cases, we will review the issue and, where the issue is confirmed to be our responsibility, we may provide an appropriate replacement, repair, or refund without charging the standard ₹250 customer-initiated return fee, subject to availability and verification.
We strongly recommend taking clear photographs/videos of the package and product immediately after delivery if you notice any damage or issue.
5. How to Request a Return
To request a return:
- Contact us through [email/phone/contact page].
- Provide your order number and reason for the return.
- We may ask for photographs or videos of the product.
- Once the return is approved, we will provide the return instructions.
- The product should be securely packed to prevent damage during return shipping.
- After receiving the product, we will inspect it.
- If the return meets the eligibility requirements, the refund will be processed.
Do not send a product back without receiving return instructions from us.
6. Refund Processing
Once the returned product passes inspection, the eligible refund will be initiated.
Refund processing time may depend on the payment method and financial institution. The amount may take [5–7 business days] to appear in your account after the refund has been processed.
The applicable ₹250 return charge, where applicable, will be deducted before the refund is issued.
7. Non-Returnable Situations
A return may not be accepted if:
- The product has been used improperly or intentionally damaged.
- The product is not in working condition due to customer-caused damage.
- Parts, accessories, or components are missing.
- The original packaging or important product components are missing where they are required for the return.
- The product has been modified, repaired, or altered by the customer or a third party.
- The return request is made after the applicable return period.
- The product is returned in a condition substantially different from the condition in which it was delivered.
8. Order Cancellation
Orders may be cancelled before they are shipped, subject to our order-processing status.
Once an order has been shipped, cancellation may no longer be possible. In such cases, you may follow the applicable return procedure after delivery.
9. Exchange / Replacement
Where applicable, defective, damaged, or incorrect products may be eligible for replacement or exchange, subject to product availability and verification.
If the same product is unavailable, we may provide an alternative resolution such as a refund.
10. Contact Us
For return or refund requests, please contact us at:
Store Name: Toymatrix
Email: support@toymatrix.in
Phone: 7376020090