1. Our Return & Refund Approach

We aim to make the return and refund process clear and straightforward. Eligible claims are reviewed based on the order details, product condition, available evidence, shipment information and applicable law.

Depending on the circumstances, an approved claim may result in a replacement, return, refund or another appropriate resolution.

2. Return / Refund Request Window

Reporting the issue as soon as possible helps us investigate the shipment, review available evidence and coordinate with the relevant logistics provider where necessary.

Requests received after the stated period may be difficult to verify and may not be accepted unless an exception is appropriate or a remedy is required under applicable law.

3. Situations That May Qualify for a Return or Refund

Subject to verification, a return, replacement or refund may be considered in situations including:

• Wrong product received
• Product received damaged
• Product or item missing from the package
• Product materially different from the product ordered
• Verified fulfilment error
• Other circumstances where a remedy is required under applicable law

Eligibility is determined after reviewing the specific circumstances of the order.

4. Wrong Product Received

If you receive a product that does not match the product you ordered, please contact us within 48 hours of delivery.

Please provide:

• Order ID
• Registered mobile number
• Clear photographs of the received product
• Photographs of the packaging and shipping label
• Unboxing video, where available
• A short description of the issue

After verification, ToyVilo may arrange an appropriate resolution, which may include replacement, return or refund where applicable.

5. Damaged Product

If your product arrives damaged, please contact us within 48 hours of delivery.

To help us determine when and how the damage occurred, please provide clear photographs of:

• The product
• The outer packaging
• Any visible damage to the parcel
• The shipping label

An unboxing video is strongly recommended where available, especially when the product or package appears damaged at the time of opening.

6. Missing Product / Missing Item

If an item appears to be missing from your package, contact us within 48 hours of delivery.

We may request photographs or video of the received package, packaging material, shipping label and the contents received.

We may also verify shipment and packing records before determining the appropriate resolution.

7. Evidence Required for Claims

Depending on the nature of the claim, ToyVilo may request reasonable evidence to verify the issue.

This may include:

• Order ID
• Customer name
• Registered mobile number
• Photos of the product
• Photos of the packaging
• Shipping label photograph
• Unboxing video, where available
• Description of the issue
• Other reasonable information necessary for verification

Providing clear evidence does not automatically guarantee approval. The claim will be assessed based on the available information and applicable law.

8. Unboxing Video

We recommend recording an uninterrupted unboxing video when opening your shipment, particularly for products where damage, missing items or incorrect products could be difficult to verify after opening.

An unboxing video may assist our investigation, but the absence of an unboxing video does not by itself determine whether a legally applicable consumer remedy exists.

9. Return Approval Process

Customers should not send a product back before receiving return instructions from ToyVilo.

Where a return is approved, we may provide instructions regarding the return method, address, packaging and other applicable requirements.

Returned products may be inspected before a replacement or refund is finalised.

10. Product Condition for Approved Returns

Unless the issue itself involves damage, defect, wrong product or another circumstance where the condition is inherently affected, returned products should generally be kept in the condition in which they were received.

Where reasonably possible, customers should retain the original packaging, labels and accessories until the claim is resolved.

11. Customer-Caused Damage or Misuse

A return or refund may not be approved where the claimed issue is caused by the customer's actions after delivery, including:

• Improper use
• Accidental damage after delivery
• Intentional damage
• Unauthorised modification
• Improper handling
• Use contrary to available product instructions
• Normal wear and tear

Each claim will be considered based on the available evidence and applicable law.

12. Refund Processing

The time taken for the refunded amount to appear in the customer's account may depend on the applicable payment method, bank, financial institution or payment service provider.

13. Refund Method

Refunds will generally be processed through the applicable original payment/refund method or another appropriate method communicated by ToyVilo, subject to the payment method and applicable law.

For COD orders, ToyVilo may request appropriate bank account or other refund details where required to process an approved refund.

Customers should provide accurate refund information. ToyVilo will not be responsible for delays resulting from incorrect refund details supplied by the customer.

14. RTO / Return to Origin

RTO means that an order is returned to the sender instead of being successfully delivered to the customer.

An order may become RTO because of circumstances including:

• Customer refusing to accept delivery
• Incorrect address
• Incomplete address
• Customer unavailable for delivery
• Repeated unsuccessful delivery attempts caused by customer unavailability
• Customer-requested cancellation after dispatch
• Other customer-related delivery failures

15. ₹200 RTO / Return Logistics Charge

This may apply, for example, where the customer:

• Refuses to accept the shipment
• Provides an incorrect or incomplete address
• Is repeatedly unavailable for delivery
• Requests return/cancellation after dispatch resulting in RTO
• Otherwise causes the shipment to be returned

The purpose of this charge is to account for return logistics and handling costs associated with a customer-caused return.

16. RTO Refund Process

Where an RTO order is eligible for a refund, the refund will generally be processed after the shipment is received back by ToyVilo and the applicable verification is completed.

Where the RTO was customer-caused, the applicable ₹200 return logistics/handling charge may be deducted from the eligible refund, where legally permissible.

Where the RTO occurred due to a verified ToyVilo fulfilment error, the customer will not be charged the ₹200 customer-caused RTO fee, subject to verification and applicable law.

17. Customer Cancellation Before Dispatch

Customers may contact us as soon as possible if they wish to cancel an order.

If cancellation is successfully completed before dispatch and a refund is applicable, the refund will be processed through the applicable refund method.

Once an order has been dispatched, cancellation may no longer be possible through the normal cancellation process.

18. Refusal of Delivery Is Not the Same as an Approved Return

Refusing a shipment at the doorstep does not automatically mean that a return or refund has been approved.

Where refusal results in RTO for a customer-related reason, the applicable RTO provisions and ₹200 return logistics/handling charge may apply to an eligible refund.

19. Cases That May Not Qualify for a Refund

Subject to applicable law, a refund or return may not be approved where:

• The request is made outside the applicable reporting period
• The issue is caused by customer misuse or accidental damage after delivery
• The product has been intentionally modified or damaged
• The claim cannot reasonably be verified based on the available information
• The returned product does not correspond to the order
• A product is returned without following applicable return instructions
• The customer fails to provide reasonably requested information necessary to investigate the claim
• The issue is normal wear and tear rather than a verified fulfilment/product issue

These conditions do not override any mandatory right or remedy available under applicable law.

20. Product Exchanges / Replacements

Where a wrong, damaged or otherwise eligible product issue is verified, ToyVilo may offer a replacement where appropriate and available.

Replacement availability depends on stock and operational feasibility.

If a replacement cannot reasonably be provided, an eligible refund or other appropriate resolution may be considered.

21. Shipping Charges & Return Costs

The treatment of delivery, return or logistics charges will depend on the reason for the return and the applicable circumstances.

Where a customer-caused RTO/return occurs, the applicable ₹200 return logistics/handling charge may be deducted from an eligible refund where legally permissible.

Where a verified fulfilment error by ToyVilo results in the need for a return or replacement, the customer will not be charged the ₹200 customer-caused RTO fee.

22. Courier Damage, Loss or Delivery Issues

ToyVilo carefully packs orders before dispatch. Where a shipment is damaged, lost or otherwise affected during transportation, we may coordinate with the relevant logistics provider to investigate the shipment.

Customers should report the issue promptly and provide any evidence requested for the investigation.

The final resolution will depend on the shipment records, available evidence, circumstances of the incident and applicable law.

23. Duplicate or Fraudulent Claims

ToyVilo may investigate repeated, inconsistent, suspicious or potentially fraudulent return and refund claims.

We may request additional information or evidence where reasonably necessary to verify a claim.

Any action taken in response to suspected fraud will be subject to applicable law.

24. Return & Refund Process

25. Refund Delays

ToyVilo aims to process approved refunds within the stated timeframe.

However, the time taken for the amount to reflect in the customer's account may depend on banks, payment providers, refund channels, weekends, holidays or other external processing factors.

26. Changes to This Policy

ToyVilo may update this Refund & Return Policy from time to time to reflect changes in our business practices, logistics arrangements, products or applicable legal requirements.

The latest version will be published on this page with the revised "Last Updated" date.

27. Consumer Rights

This policy is intended to explain ToyVilo's standard return and refund procedures.

Nothing in this policy is intended to exclude, restrict or remove any consumer protection, statutory right, remedy or legal protection that cannot lawfully be excluded or restricted under applicable law.

Where applicable law provides a customer with a right or remedy beyond this policy, that right or remedy will continue to apply.