Refund policy

Return & Refund Policy

Last updated: September 18, 2026

At ToyLume, customer satisfaction is important to us. We want you to feel confident when shopping with us, which is why we maintain a clear and transparent return and refund process.

30-Day Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

In the same condition in which you received it
Unused and unworn
Complete with all original parts and accessories
In its original packaging, when applicable
Accompanied by the receipt or other proof of purchase

To request a return, please contact our customer support team.

Email: support@toylume.com

Please do not send products back without first contacting us and receiving return instructions.

Items returned without prior authorization may not be accepted.

Return Process

Once your return request has been reviewed and accepted, we will provide instructions explaining how and where to return your package.

When applicable, we will also provide information regarding the return shipping label and any associated shipping costs.

Please follow the provided return instructions carefully to avoid delays in processing your return.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please provide:

Your order number
A description of the issue
Photos or videos clearly showing the problem, when applicable
Photos of the packaging if the package was damaged during delivery

Our team will review the information and provide an appropriate solution.

Depending on the circumstances, this may include a replacement, return, or refund.

Non-Returnable Items

Certain products may not be eligible for return for health, safety, hygiene, customization, or other reasons permitted by applicable law.

Examples may include:

Personalized or custom-made products
Gift cards
Products that have been used, damaged, or materially altered after delivery
Products missing essential components or accessories due to customer handling
Certain hygiene-sensitive products after opening, where applicable

If you are unsure whether your product can be returned, please contact us before sending it back.

Nothing in this section limits any rights that cannot be excluded under applicable consumer protection laws.

Sale Items

Eligibility for returns on discounted or promotional products may depend on the terms of the applicable promotion and applicable law.

Any product identified as final sale will be clearly marked before purchase where permitted by law.

Exchanges

The fastest way to receive a different product is generally to return the item you currently have in accordance with this policy and, once the return has been accepted, place a new order.

If you received a damaged, defective, or incorrect item, please contact us before placing another order so our team can review the situation.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.

Once an order has entered fulfillment or has been shipped, we may no longer be able to cancel it. In that case, you may request a return after receiving the product in accordance with this policy.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union and applicable law provides a statutory withdrawal right, you generally have the right to cancel or return an eligible order within 14 days without providing a reason.

Returned products must generally be in the same condition in which they were received, subject to rights provided under applicable consumer protection laws.

This statutory right applies independently of our standard 30-day return policy where applicable.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used to place the order.

Approved refunds are generally initiated within 10 business days after approval.

Please remember that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

Shipping charges, customs duties, taxes, or other fees may be refundable only when required by applicable law or expressly stated by ToyLume.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us.

Fraud Prevention and Return Abuse

We reserve the right, where permitted by applicable law, to review return requests for suspected fraud, abuse, manipulation, or misuse of our return process.

This does not affect legitimate customer claims involving products that are damaged, defective, incorrect, or otherwise protected by applicable consumer protection laws.