Refund policy

Return & Refund Policy – TorToys.pk

Last Updated: June 2026

At TorToys.pk, customer satisfaction is important to us. We strive to provide high-quality toys and kids' products. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

We only accept returns under the following conditions:

  • The product received is damaged, broken, or defective.

  • The wrong item was delivered.

  • The product received is significantly different from the item ordered.

To qualify for a return:

  • The issue must be reported within 48 hours of delivery.

  • Clear photos or videos of the product and packaging must be provided.

  • The item must be unused and in its original packaging.

2. Non-Returnable Items

We do not accept returns or exchanges for:

  • Change of mind after purchase.

  • Personal preference or dislike of the product.

  • Products damaged due to misuse or improper handling.

  • Opened, assembled, or used products.

  • Clearance, sale, or promotional items.

3. Refund Process

Once your return request is approved and the product is received and inspected:

  • Refunds will be processed within 5–7 business days.

  • Refunds will be issued through:

    • Bank Transfer

    • Easypaisa

    • JazzCash

Shipping charges are non-refundable unless the error was on our side.

4. Exchange Policy

If a product arrives damaged, defective, or incorrect, we may offer:

  • A replacement product (subject to stock availability), or

  • A full refund

The resolution will be determined after reviewing the evidence provided.

5. Return Shipping

  • If the return is due to our mistake (wrong, damaged, or defective item), TorToys.pk will cover the return shipping cost.

  • For any approved return not caused by our error, the customer may be responsible for return shipping charges.

6. Order Cancellation

Orders can be cancelled before dispatch.

Once an order has been shipped, it cannot be cancelled and will fall under our return policy.

7. How to Request a Return

To initiate a return request, contact our support team with:

  • Order Number

  • Customer Name

  • Reason for Return

  • Photos or Videos of the Issue

Email: support@tortoys.pk
WhatsApp: [Your WhatsApp Number]

8. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

TorToys.pk
Email: support@tortoys.pk
WhatsApp: [Your WhatsApp Number]
Website: TorToys.pk

Important Note

Due to the nature of toys and children's products, all products are thoroughly checked before dispatch. By placing an order with TorToys.pk, you agree to the terms outlined in this Return & Refund Policy.