Refund policy

Last updated: October 2026

We offer a 30-day return policy for eligible items. You have 30 days from the date your order is delivered to request a return.

Quick guide

Eligible returns may be requested within 30 days of delivery. Pre-orders are generally final; change-of-mind cancellation is not normally accepted after placement. Applicable consumer rights remain in force. If we cannot fulfill an item, payments collected for it are refunded.

1. Return Eligibility

To be eligible for a return, the item must be:

  • Unused
  • Unassembled
  • In the same condition as received
  • Complete with all accessories, parts, and manuals
  • Returned in its original packaging

Proof of purchase is required for all return requests.

Before sending any item back, please contact support@toyvix.com. Unauthorized returns may not be accepted.

2. Return Shipping

For change-of-mind returns, incorrect size or scale selection, or other non-defective reasons, return shipping costs are generally the customer's responsibility unless otherwise required by applicable law.

If the item is defective, damaged in transit, missing parts, or incorrect due to our error, we will provide an appropriate solution.

Depending on the circumstances, this may include:

  • Replacement parts
  • Replacement shipment
  • Partial refund
  • Return
  • Full refund

3. Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If there is an issue, contact support@toyvix.com and provide:

  • Your order number
  • A clear description of the issue
  • Clear photographs of the item and packaging
  • Video evidence where reasonably necessary

Please retain the shipping carton, retail packaging, shipping label, and packing materials until the issue has been resolved.

4. Items With Limited Change-of-Mind Returns

A change-of-mind return may be refused, or the refund reduced where permitted by law, if an item has been used, assembled, modified, damaged after delivery, or returned without its original parts, accessories, manuals, or packaging.

Clearly personalized or made-to-order goods and gift cards may have different change-of-mind return rules where applicable law permits. Being a pre-order or special-order item alone does not remove mandatory rights for faulty, misdescribed, or undelivered goods.

5. Pre-Orders, Delays, and Cancellation Requests

Release dates are manufacturer estimates and may change because of production, licensing, quality control, shipping, customs, or allocation changes. If we learn of a material delay, we will provide an updated estimate when available and contact affected customers using the checkout email address. If we cannot meet an applicable shipping commitment, we will provide any delay notice, choice to consent, cancellation option, and refund required by law.

Pre-orders are generally final, and change-of-mind cancellation is not normally accepted after an order is placed. If you believe a legal right applies or want Toyvix to consider an exception, email support@toyvix.com with your order number. Any retention of a deposit after an exceptional cancellation must follow terms disclosed before purchase and applicable law.

If Toyvix or the manufacturer cancels an affected item, or Toyvix cannot fulfill it, Toyvix will refund all payments collected for that item. This section does not limit any statutory rights relating to cancellation, delayed delivery, non-delivery, or nonconforming goods.

6. Deposit and Full Price Pre-Orders

For a Deposit order, the amount paid at checkout forms part of the agreed product price. When the item is ready for dispatch, Toyvix sends a separate balance invoice to the email address used at checkout. The invoice states the remaining product balance, currency, and due date. The balance is not charged automatically and is due within 7 calendar days after the invoice email is sent.

If the balance remains unpaid, the reservation may be cancelled. Any retention of a deposit after nonpayment is subject to the terms disclosed before purchase and applicable law. For a Full Price order, no additional product balance is due.

7. Statutory Withdrawal and Consumer Rights

For eligible distance sales to consumers in the European Union, a 14-day right of withdrawal may apply after delivery, subject to applicable exceptions and local implementation. Other destinations may provide different mandatory cancellation, return, or remedy rights.

Nothing in this policy limits rights that cannot be excluded under applicable consumer law. A product being marked “pre-order,” “deposit,” or “special order” does not by itself remove those rights.

8. Refund Processing

For an approved return, we will notify you after the item is received and inspected. Refunds are issued to the original payment method, normally within 10 business days after approval or sooner where required by applicable law. Payment providers may take additional time to display the credit.

If more than 15 business days have passed since approval and the refund has not appeared, contact support@toyvix.com. Where the law sets a different refund deadline or process, that requirement applies.

9. Contact Us

If you have any questions about returns, refunds, defective items, or pre-order cancellations, please contact: