RETURNS AND EXCHANGE POLICY

Please note that this Returns and Exchange Policy only applies where you make a purchase online from our website.

The Returns Process

Make sure all the requirements for refund/exchange are met.
Report your claim by visiting one of our retail stores or contacting us.
We will conduct an evaluation within 7 days (If necessary, a pick-up will be arranged).
If the claim is valid, a refund or replacement will be processed.
If manufacturer or suppliers could not supply or fulfilled the products that you’ve ordered, deposit will be fully refunded.

Returns must be done within ten (10) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:

You received the wrong item in your package, wrong colors or variants as per purchased.

And the general requirements for returns are as follows:

You have proof of purchase (order invoice number and receipt).
The goods must be in new condition and returned in the original selling condition and unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts, vouchers received with it.

Under what conditions is/are the product non-returnable/ exchangeable / refundable:

Items that have been purchased for more than 10 days.
The item was purchased for someone else who simply does not want it.
The item has no defects. You've changed your mind because of wrong selection, colour, size, model or specification, product not meeting expectation; or wrong pricing.
Defaulted on payment for item.
Pre-order Deposit is non-refundable or transferable to other orders.
For all Pre-order Balance Payments must be made within 2 weeks or earlier after stock arrives.
Pre-order Deposit will be forfeited if failed to make payment accordingly.

If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and contact us at cs@toygarden.com.

Our customer service agent will verify the return reason and arrange a free return pick-up for you. Our courier company will pick up the package at the time specified by you. We will conduct an evaluation within seven (7) days starting from the day we received your returned items. You will receive an email confirmation once the returned item is received from our end.

If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer ServiceTeam.

If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

How do I submit a return?
For all return requests, you may write to us at cs@toygarden.com.
(including your contact details, voucher code and the associated security code, with date of purchase). Also, you may state the reason to return. We will provide you a return form for you to submit together with your returned products (if product is to be returned). Then, we will notify you once item has been received and proceed with the refund if applicable.
Items for Customers to note:

Exchanges are subject to availability. If the merchant does not have any more stock, you may wait until they are able to source additional items or request a refund.
It takes some time to process refunds, as liaising with the merchants lengthens the whole process. Once the merchant receives your parcel, and informs us about it, we aim to process your refund within 21 working days depending how it was purchased originally.

Depending on how you originally paid for your purchase, the following are the time length needed on checking to process your refund:

Credit Card Purchases: 14 - 21 working days
Online Banking and All Other Methods: 14 - 21 working days