Returns & Refunds

At TOYSACC, we are dedicated to providing you with high-quality doll apparel and hope you are completely satisfied with your purchase. If for any reason you need to return an item or request a refund, please carefully read and follow the policy below to ensure we can provide you with timely and efficient service.

1. Conditions & Eligibility for Returns

You may request a return within 14 calendar days of receiving your item. To ensure your return request can be processed smoothly, the returned item must meet the following strict conditions:

  • New Condition: The item must be brand new, unworn, unused, unwashed, and unaltered.
  • Original State: The item must be in its original selling condition, free from any damage, stains, odors, wear and tear, scratches, or any signs of use.
  • Complete Accessories: The item must be returned with all original tags, labels, packaging bags, shoeboxes (if applicable), and all accompanying accessories, gifts, or instruction manuals. All packaging must be intact and undamaged.
  • Non-Returnable Items: Due to the nature of certain products, hygiene considerations, or specific sales terms, the following items are generally not accepted for return, unless there is a quality issue or a shipping error:
    • Customized Items: Any item custom-made according to your specific requirements or measurements.
    • Specially Marked Items: Items explicitly marked as "Final Sale," "Non-Returnable," or "Clearance" on the product detail page, during promotions, or during clearance sales.
    • Personal Hygiene Related Items: For hygiene reasons, certain items such as underwear or socks (if sold in the future) are generally not accepted for return once opened or used.

2. Return Process

Please ensure you follow these detailed steps to guarantee your return request is processed promptly and accurately:

  1. Initiate Return Request:
    • Please contact our customer service team within 14 calendar days of receiving your item by sending an email to SERVICE@TOYSACC.COM or by visiting our website contact form: https://toysacc.com/pages/contact.
    • In your email or form, please provide the following complete information, as this will help us expedite the review process:
      • Your full order number.
      • The name (SKU) and quantity of the item(s) you wish to return.
      • A detailed reason for the return (e.g., wrong size, item damaged, shipping error, change of mind, etc.).
      • Important: If the item is damaged, defective, not as described, or if there was a shipping error, please include clear photos or videos as evidence.
  2. Await Return Approval & Instructions:
    • Our customer service team will review your request upon receipt, typically providing feedback within 1-3 business days.
    • Once your return request is approved, we will send you an email with the detailed return address and specific return instructions, including any required Return Merchandise Authorization (RMA#) or special markings.
    • Please do not send items back directly without prior approval or before receiving our return instructions. Unauthorized returns may result in refusal of package receipt or untraceable packages, affecting your refund.
  3. Ship Back the Item(s):
    • Please package the returned item(s) carefully according to our instructions, ensuring they are protected from damage during international transit.
    • Please choose a reliable international shipping service that provides full tracking for your return. To avoid disputes, we strongly recommend that you retain your shipping receipt and tracking number until your refund is completed.
    • Please ensure the declared value of the package matches its actual value and clearly mark it as "returned goods" to avoid incurring unnecessary import taxes.
  4. Item Inspection: Upon receiving your returned item(s), our team will inspect them thoroughly to ensure they meet all the return conditions. This process may take 2-5 business days.

3. Return Shipping Costs

The party responsible for return shipping costs will depend on the reason for the return:

  • Costs covered by TOYSACC:
    • If the item has a quality issue (e.g., manufacturing defects, significant damage).
    • If we shipped the wrong item, size, color, or style.
    • In these cases, we will provide you with a pre-paid return shipping label or reimburse you for reasonable, documented return shipping costs upon refund. Please discuss specific reimbursement methods with our customer service in advance.
  • Costs covered by you (the customer):
    • For returns due to personal reasons (e.g., change of mind, no longer wanted, incorrect size despite accurate product description, color not meeting expectations, etc.).
    • In these cases, you will be responsible for covering all shipping costs to return the item(s) to our warehouse.

4. Refunds

  • Refund Processing Time: Once we have received and successfully inspected the returned item(s) and confirmed they meet all return conditions, we will process your refund within 5-7 business days.
  • Refund Method: The refund amount will be credited back to your original payment account. Please note that the actual time for the funds to appear in your account depends on your bank or payment service provider's processing speed (typically 3-10 business days).
  • Refund Amount Composition:
    • The refund amount will be the actual price you paid for the item(s).
    • Original Order Shipping Costs: The original shipping costs you paid when placing the order are generally non-refundable, unless the return is due to our fault (e.g., a quality issue with the item or a shipping error).
    • Return Shipping Costs: If the return shipping costs were borne by you, the refund amount will not include the return shipping costs you paid.
    • International Tax Handling:
      • For any international sales taxes (such as US Sales Tax, EU VAT, etc.) that you paid to TOYSACC at the time of your order, we will process a corresponding refund based on local tax regulations and the proportion of returned items. This tax amount will be refunded to you along with the item refund, or through other compliant methods.
      • Please note that any import duties and customs clearance fees that you paid yourself upon receipt of the package are not covered by our refund policy. You may need to contact your local customs or tax authorities to claim a refund for these.

5. Refused Deliveries

  • If a package is refused by the customer upon delivery without valid reason, or if it is returned due to the customer's failure to pay destination country duties and taxes, we will not be able to refund the original shipping costs. The refund amount will be subject to deductions for original shipping costs, return shipping costs, and any potential customs penalties or handling fees incurred.

Sincerely, TOYSACC