Refund policy

A) Refund Policy

We issue refunds in the situations below. Where appropriate, you may choose replacement instead of refund (see Section B).

Eligible for refund

Wrong item delivered (not the item ordered).
Damaged on arrival — including damage discovered upon opening.
For fastest resolution, please report damage or wrong-item issues within 7 business days of delivery; we’ll still assist after this window where permitted by law.
Manufacturing defect (not caused by misuse).
- If a product has no manufacturer/agent warranty and a defect is discovered within 30 days from the defect appearing, you are entitled to a refund or replacement.
- Three-strikes safeguard: if the same defect occurs three (3) times within the first year from delivery and it materially affects functionality, you may choose a full refund (or replacement of the same type/specs).
Not delivered / lost in transit — no delivery within 30 days of shipment or confirmed loss.
- Marked delivered but not received: If tracking shows “delivered” but you didn’t receive it, we will contact the carrier on your behalf and resolve with a refund once reasonable checks are complete. Where the carrier confirms non-delivery or misdelivery, we may offer reshipment instead (subject to stock) at no extra cost.
- Please notify us of non-delivery within 30 days of shipment so we can fully investigate; we’ll still assist after this window, but investigation options may be limited.
Not as described — the product materially differs from the description/specifications shown at purchase.

Refund method & timeline (required)
Approved refunds are issued to the original payment method only, in AED.
“Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.”
Cardholders should retain a copy of transaction records and the policies and rules of https://toygeek.ae/.

How to request a refund
Email contact@toygeek.ae with your order number, a short description, and photos/video (item + outer box/label). We aim to acknowledge within 2 business days and confirm the next step within 3–7 business days.
For faster verification, please include clear photos of the item, the issue, and the shipping label with barcode (if available). If you don’t have these, we’ll still proceed based on other reasonable evidence.

B) Return & Replacement Policy (Returnless)

We do not accept change-of-mind returns, and we do not require you to ship items back for verified issues.

Returnless resolutions (no shipping back)
For eligible cases, we resolve with a replacement, refund, or partial refund (with your agreement) based on reasonable photo/video evidence. You will not be asked to ship items back or pay any return costs for verified issues. If a regulatory safety recall or legal requirement mandates recovery or safe disposal, we’ll arrange it at no cost to you.

Unacceptable claims (change-of-mind & customer-caused issues)
• Change-of-mind / “no longer wanted.”
• Wrong item/SKU ordered by the customer.
• Refusal to receive the package without a valid reason.
• Undeliverable due to an incorrect/incomplete address or missing/invalid contact number provided by the customer (re-shipping can be arranged at customer cost).
• Minor packaging wear, handling marks, or mild odour that do not affect use.
• Minor processing-time variations (dispatch estimates only). If your order is not dispatched within 5 working days or not delivered within 30 days of shipment, you may request a refund or reshipment under Section A.
• P.O. Boxes or restricted remote areas — we do not ship to these addresses; such orders are cancelled before dispatch and refunded.

This section does not affect your statutory rights for wrong item, damaged on arrival/upon opening, manufacturing defects, non-delivery, or goods not as described. Remedies are courier-neutral.

C) Order Cancellation Policy

You may request cancellation before dispatch by emailing contact@toygeek.ae. We will confirm and approve or decline within 3 business days.
If an order has already shipped, please use the Refund/Returnless process above.
If we cancel or change an order, we will notify you and provide a full refund including applicable shipping fees, to your original method of payment.

D) Events Beyond Our Control (Force Majeure)

Events such as epidemics, natural disasters, strikes, customs inspections or other circumstances beyond our control may cause delivery delays. We’ll keep you informed and work to minimise impact. This does not affect your legal rights: if an item is defective, damaged, or misdescribed, we will replace or refund as set out above.

E) Governing Law & Language

This policy is available in Arabic and English. In case of inconsistency, the Arabic version will be provided to meet UAE requirements. Nothing in this policy limits your rights under UAE Consumer Protection Law (Federal Law No. 15 of 2020).