Refund policy

Return & Cancellation Policy

At T-Rex The Toyland, Sitamarhi, we don’t just deliver toys — we deliver joy, smiles, and unforgettable childhood moments. Every product is selected and packed with care, ensuring it reaches your doorstep in perfect condition. We are committed to making your shopping experience as delightful and hassle-free as possible. However, in the rare event that something doesn’t go as expected, we’ve laid out a clear and fair Return & Cancellation Policy below.

Order Cancellation Policy

  • Orders can be cancelled only before they are shipped.
  • To cancel your order, please reach out to us via email or through the Contact Form on our website.
  • Once the order has been shipped, cancellation will no longer be possible.

Return Policy

We accept returns only in the following cases:

  1. The product received is defective or damaged.
  2. The product received is not the item you ordered.

To Qualify for a Return:

  • A full unboxing video is mandatory. This must show the sealed package being opened, and clearly highlight the issue.
  • You must raise a return request within 48 hours of delivery via email or WhatsApp text (not over call).
  • Include your Order ID, description of the issue, and the unboxing video (as an attachment or link).

Items Not Eligible for Return

Some product categories are non-returnable, regardless of the circumstances. These include, but are not limited to:

  • Electric and Non-Electric Ride-ons (bikes, jeeps, cars)
  • Magic Cars, Rockers, Walkers
  • Toy Drones
  • Slides and other large outdoor toys

These items require special handling and logistics, and hence cannot be returned once delivered. Please ensure that you are confident in your purchase decision before placing an order for such products.

Free Gift Policy

If the item purchased includes a free gift or promotional product, the free item must also be returned along with the main product in order for the return to be approved.

Return Process

  1. Raise your return request via email or WhatsApp text with all required details.
  2. Our team will verify and respond within 48 hours.
  3. If approved, we will arrange a pickup at your address (if the service is available in your area).
  4. Ensure the product is:
      • Packed in its original packaging
      • Includes all manuals, parts, accessories, and the original shipping label
  5. At the time of pickup, the courier partner may inspect the item. Returns may be declined on the spot if the product is found used, tampered, incomplete, or damaged.
  6. Once received at our warehouse, we will conduct a final quality inspection within 48 hours.
  7. If approved, the refund process will be initiated.

Self-Ship Instructions (if pickup not available)

For certain pin codes where our pickup service is unavailable, customers will be required to self-ship the return. In such cases:

  • Return shipping charges will be borne by the customer.
  • You must share the courier tracking slip with our customer support team after dispatching the item.
  • Please ship the product to the following address:

📦
Returns Department

T-Rex The Toyland.

M/s Vidya Shree,

Beside Shankar Stationary, near Sarawagi Chowk

Ward No. 10, Vijay Shankar Chowk,

Main Road, Sitamarhi

Bihar-843302


📞 Phone: +9199344459900

Refund Timelines

  • Refunds will be processed to the original payment method used at the time of purchase.
  • For payments made via Credit Card, Debit Card, Net Banking, or Wallets, refunds will be processed within 7–10 working days after return approval or cancellation.
  • Depending on your bank/payment provider, it may take up to 15 business days for the amount to reflect in your account.
  • If you do not receive your refund in this time, please reach out to us via email for assistance.

Policy Discretion

While we strive to be fair and transparent, please note that:

  • The final decision to accept or reject a return request rests solely with T-Rex The Toyland, after reviewing all submitted information.

We reserve the right to limit or refuse returns from customers who are found to misuse or abuse our return policies.

Customer Support & Communication Guidelines

  • For queries or assistance, reach out to us via:
    • 📧 Email: trexsitamarhi@gmail.com
    • 📱 WhatsApp (Text Only): +9199344459900
    • 📞 Call Support: 11:00 AM – 8:30 PM (All days except store holidays)
    • 🌐 Contact Form on our website

Please note: While we are happy to offer support via call, returns or cancellations must be formally initiated via email or WhatsApp message only.

No Exchange Policy

We currently do not offer exchanges for any product once it has been purchased or shipped.

At T-Rex The Toyland, Sitamarhi, every customer is a part of our extended toyland family. We value your trust and support, and our policies are in place to ensure fairness, transparency, and the highest level of customer care. Thank you for choosing us to bring joy into your little one’s world.