Return and Refund Policy

Summary

How long is the return period?

You can return a product within 30 days of receiving your order.

How long does it take to get my money back?

A full refund will be made to the original payment method after we have received, inspected, and confirmed the returned products. Customers must contact us after returning the package and provide tracking information so we can process the refund. Note: most financial institutions take an average of 3-5 business days to process the refund.


Do you also have restocking fees?

No, at Toystar you do not pay any fees for restocking the products.

Do I have to pay for the return shipment?

Yes, all customers bear the cost of the return shipment themselves. We recommend sending returns with Track & Trace, as we cannot accept liability for lost returns. The estimated cost for the return shipment is 8.95 EUR.

Can I return my product without contacting you?

No, you must contact us before sending a return shipment, as the return address may differ from the address where your order originally came from.

How can I contact you?

You can contact us by email at: info@toystar.nl or via our contact page. The Toystar.nl team works Monday to Friday from 08:00 to 17:00 and on weekends from 10:00 to 16:00 (GMT+10). We aim to respond within 3 working days and are happy to help!

My order is damaged, what should I do?

To find the fastest solution, send a photo of the damaged part of the item on a flat surface where the label and the damage are clearly visible. We will use this information to help you with your order and prevent future errors. If you have received a damaged or incorrect product, please contact us within 30 days of receiving the product.

Exchange product?

Do you want to exchange your product? That is no problem. You can contact us via info@toystar.nl. However, you bear the cost of returning the product yourself.

I provided the wrong delivery address!

If you accidentally provided the wrong delivery address, please contact us as soon as possible. We will try to change the order for you: info@toystar.nl.

Detailed:

Return shipment processing

Processing begins from the first email you send to customer service regarding your return shipment. Due to high demand, an immediate response is not always possible. It is not necessary to send multiple emails: processing will be done as soon as possible.

Customer satisfaction

If for any reason you are not satisfied with the received order, please contact us. Toystar.nl strives to ensure that our customers are 100% satisfied with the product they buy from our suppliers. If you have problems with the shipment or the product, please contact us and our team will assist you immediately.

Right to cancel and return

You have the right to cancel your order without giving reasons up to 30 days after receipt. After cancellation, you have another 30 days to return your product. You will receive a full refund of the order amount including shipping costs. However, you are responsible for the costs of returning the item. These costs are approximately 8.95 EUR per package. You can find the exact prices on your carrier's website. To exercise your right of withdrawal, please contact us via info@toystar.nl. We will refund you the order amount within a maximum of 14 days after registering your return, provided the product has already been returned in good condition.

Condition of returned products

If the product is damaged or the packaging is more damaged than necessary to test the product, we may charge you for this depreciation of the product. Handle the product carefully and ensure it is well packaged when returning.

Non-returnable items

For sealed products, if the seal is broken, these products cannot be returned. This includes:

- Products manufactured according to consumer specifications (custom-made)

- Products that are clearly personal in nature

- Products that cannot be returned due to their nature

Damaged products upon arrival

If your product is damaged during transport, please contact us within 30 days of receiving the product. Send a photo of the damaged part of the item on a flat surface where the label and the damage are clearly visible. We will use this information to assist you with your order and prevent future errors. If there is a defect, we will provide a new package or refund you the first time. If it arrives defective a second time, you will receive a full refund.

Manufacturing defects or faults after use

If there is a manufacturing defect, it must be a defect, meaning the part is broken and does not meet the manufacturer's standard. Wear parts are excluded from manufacturing defects or faults. Wear parts include, but are not limited to:

- Batteries

- Brake pads and discs, brake shoes, brake drums

- Movable parts in the broadest sense of the word

If you have questions about manufacturing defects or defects after use, please contact our customer service.

Delivery of incorrect products

We do our best to process all orders correctly. If we deliver the wrong product, we will resolve the issue and send you the correct order free of charge. If you have any questions about the delivery of incorrect products, please contact customer service.

Contact details:

You can reach us by email at info@toystar.nl or via our contact page. Our team works Monday to Friday from 09:00 to 19:00 & Saturday: 10:00 to 17:00 Sunday & public holidays closed (GMT+1)

Company information

Trade name: Toystar

Email address: info@toystar.nl

Any questions? Check out our Frequently Asked Questions
Or contact us via our Contact page