Returns and Refunds Policy
Effective Date: 4/3/2025
At Soyotoys, we are committed to providing our customers with high-quality products and a positive shopping experience. If you are not completely satisfied with your purchase, we are happy to offer returns and refunds under the following terms and conditions.
1. Returns
We accept returns within 30 days from the date of delivery. To be eligible for a return, the following conditions must be met:
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The item must be unused, in its original condition, and in the original packaging.
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The item must be free from any signs of wear, damage, or contamination.
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You must provide proof of purchase (order number or receipt) when requesting a return.
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The item must not be marked as non-returnable in the product description (clearance or sale items).
Non-returnable items include:
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Items that have been used or opened.
2. Return Process
To initiate a return, please follow these steps:
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Contact our customer service team at Customercare@soyotoys.com or call us at 407-968-4853 to request a return authorization. Please include your order number and reason for the return.
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Our team will provide you with instructions on how to return the item(s) and, if applicable, a return shipping label.
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Securely package the item(s) in the original packaging, including all parts, accessories, and documentation.
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Ship the item(s) back to us using the provided shipping label or the carrier of your choice (please ensure that the item is returned within 3 days after receiving return authorization).
Return Shipping:
The cost of return shipping is the responsibility of the customer unless the return is due to an error on our part (receiving a damaged or incorrect item). If we determine that the return is due to our mistake, we will cover the return shipping costs.
3. Refunds
Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund. If your return is approved, we will process your refund to the original payment method within 10 business days.
Please note:
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Refunds will not include any shipping or handling charges unless the return was due to an error on our part.
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If you received a promotional discount or a free item with your purchase, the value of that promotion may be deducted from your refund if the return affects the eligibility of the promotion.
4. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please return the item and place a new order for the desired product.
5. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at Customercare@soyotoys.com or call 407-968-4853. We will provide instructions for returning the damaged item and issue a full refund or replacement at no extra cost to you.
Important: Please inspect all items immediately upon receipt. If your item is damaged during shipping, please retain the packaging and contact us within 3 days to initiate a claim.
6. Late or Missing Refunds
If you haven’t received a refund within 10 days after approval, please check with your bank or credit card provider, as processing times may vary. If you still haven’t received your refund, please contact us at Customercare@soyotoys.com or call 407-968-4853.
7. Contact Us
If you have any questions about our Returns and Refunds Policy or need assistance with your return or refund, please contact us at:
Soyotoys
Email: Customercare@soyotoys.com
Phone: 407-968-4853