Refund Policy

1. Overview

We want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.

This Refund Policy outlines the conditions under which returns and refunds are accepted for both regular products and custom-made products.

2. Eligibility for Returns (Regular Products)

For non-custom (regular) products, we offer a 14-day return window starting from the date you receive your order.

To qualify for a return:

The item must be unused, in its original condition, and in its original packaging.

You must contact us within 14 days of delivery to request a return.

The product must not be damaged or show signs of wear unrelated to shipping issues.

📌 Return shipping costs

  • For “change-of-mind / no-reason returns,” customers are responsible for return shipping costs.

  • If the return is due to our error (wrong item, damaged product, etc.), we will cover the shipping cost or offer compensation.

3. Custom-Made / Personalized Products

Custom-made, personalized, or made-to-order items are NOT eligible for return or refund unless:

  • The item arrives defective

  • The item has a quality issue

  • The item was produced incorrectly due to our fault

If a custom product has a quality problem, you must notify us within 14 days after receiving the item. Proof such as photos or videos may be required.

This follows standard EU/US regulations where customized items are exempt from “no-reason returns.”

4. Damaged or Defective Items

If you received a damaged, defective, or incorrect product, please contact us within 48–72 hours of delivery.

We may request:

  • Photos or videos of the defect

  • Photos of packaging

  • Order number and details

Once confirmed, we’ll offer:

  • A replacement

  • A full refund

  • Partial refund (if acceptable to the customer)

5. Refunds

Once your return is approved and the item is received and inspected:

  • Your refund will be processed to your original payment method.

  • Depending on your bank or payment provider, refunds may take 3–10 business days to appear.

Refunds will not be issued if:

  • Returned items show signs of use

  • Returned items are damaged due to misuse

  • Items are returned without contacting us in advance

  • The return request is made after 14 days of delivery

  • The product is a custom-made item without quality issues

6. Non-Returnable Items

We do not accept returns/refunds for the following:

  • Custom-made / personalized items (unless defective)

  • Digital products (if applicable)

  • Clearance / final sale items (if marked as such)

7. Return Process

  1. Contact us HERE with your order number and reason for return.

  2. Our team will confirm eligibility and provide return instructions.

  3. Ship the item back to us (customer pays shipping for non-quality issues).

  4. Once received and inspected, we process the refund.

Please do not send your purchase back without contacting us first.

8. Order Cancellations

  • Orders can be cancelled within 2 hours after purchase.

  • Custom-made items cannot be cancelled after production begins.

9. Contact Us

If you have any questions about our refund policy, please contact us:

📧 Email: contact@toytiti.com
🕒 Response Time: within 24–48 hours