What are the conditions for returning an item?
7 days of free returns policy, subject to Terms and conditions.
The requirement for a valid procedure
- Proof of purchase – the document handed over to you together with the product, on delivery.
- Original packaging – the manufacturer packaging
- Any free promotional items – gifts or accessories delivered with the purchased item
- Valid return reason – please refer to the section below for the details
We do not accept returns for items below. For such purchases, please inspect the item carefully upon delivery and if necessary reject it on the spot:
- Clothes, sunglasses, hair bands and any other personal use items
- Inflatable items
- For missing items and damaged products especially broken screens please check with our riders during delivery and return on the spot.
b. How do I return an items and what happens after that?
What happens once I have returned an item?
· We will perform a careful quality check.
· If the claim is valid we will refund you according to your requested refund method.
· The process may take up to 7 days from when your return request was submitted.
· If the claim is invalid the item will be sent back to you.
· We keep track of all return requests and use the data to improve our product quality and service, as well as for customer profiling. Customers with unjustified/invalid returns may be denied the right to return items, place pay-on-delivery orders or even shop in Toyzoona in the future.
c. What is the return time /timeline period?
All items sold on Toyzoona, under certain conditions, can be returned within a period of 7days from delivery date.
Example: If I received my product on Monday 5th, I have until next Saturday 12th to contact Customer Service.
NOTE: You have 715 days to notify us of your return by calling Customer Service, from the day you received your purchase.
For defective items, note that you have 7 days to return your product. After this period, we do not accept returns. We advise you to contact the manufacturer if the product has a warranty.
d. How do I send the item to Toyzoona
You will ensure that the item is returned to Toyzoona store on Mombasa Road.
Please ensure that the package of the returning item is in good condition for the return; any package found to be damaged will be rejected.
e. How do I track my return status
We will keep you updated by email and SMS about the status of your return. For any inquiries contact our Customer Service 0734719052 or email email@example.com.
f. If my return is not validated for a refund how will I be informed?
If your return is invalid then we will call you to explain the issue and send the item(s) back to you. We will arrange the delivery of the item.
"Note that we will make two (2) attempts to return the product to you at no cost. However after two (2) failed attempts, we will cancel the return process and store the product at our warehouse for up to seven (7) days awaiting your collection. If you do not collect the product within these seven (7) days it will be deemed as forfeited and we will dispose of in accordance with the Kenyan law
g. Can I return items after the return timeline has expired?
Sorry, returns are not possible after the 7 days return period. For any inquiries contact our Customer Service Call Center at0734719052 or email firstname.lastname@example.org. If you experience issues after our return/exchange period has elapsed, you can claim your warranty (if any) from the authorized service center of the brand.
h. What if I have a missing item in my package?
We will only be liable if the missing item is reported on the spot. Please ensure to countercheck during pickup/delivery to confirm if all the mentioned items (What's in the box) have been delivered.