Refund policy

Return & Refund Policy

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.

To be eligible, items must be returned in the same condition as received: unused, unassembled, complete with all accessories and parts, and in the original packaging. Proof of purchase is required.

To request a return, please contact support@toyvix.com before sending any item back. Unauthorized returns may not be accepted.

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 law.

If the item is defective, damaged in transit, missing parts, or incorrect due to our error, we will provide an appropriate solution, which may include replacement parts, replacement shipment, partial refund, return, or full refund.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery. If there is an issue, contact support@toyvix.com with your order number and clear photos or video where necessary.

Non-Returnable Items

Returns may be refused or reduced if an item has been used, assembled, modified, damaged after delivery, or returned with missing parts, accessories, manuals, or original packaging.

Custom-made, personalized, and special-order items may be non-returnable unless defective or damaged. Gift cards are non-returnable.

Pre-Orders

Pre-order release dates are estimates provided by manufacturers and may change. Delays caused by production, licensing, shipping, customs, or other circumstances may occur.

Product-specific pre-order cancellation terms shown on the product page at the time of purchase will apply.

Deposit Pre-Orders

For deposit-based pre-orders, the deposit secures your reservation and forms part of the total purchase price.

Unless otherwise stated, the remaining balance must be paid within 7 days after Toyvix sends the balance payment notice.

If the balance is not paid within the required period, the reservation may be treated as abandoned and cancelled.

Where clearly disclosed before purchase and permitted by applicable law, the deposit may become non-refundable after the reservation is committed to the manufacturer or supplier.

Customers who paid the full pre-order price in advance will not be required to make an additional balance payment.

EU 14-Day Right of Withdrawal

For eligible orders delivered within the European Union, customers may have the right to cancel their purchase within 14 days after receiving the goods, subject to applicable legal exceptions.

Nothing in this policy limits any mandatory consumer rights under applicable law.

Refunds

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method, usually within 10 business days. Banks, card issuers, PayPal, and other payment providers may require additional processing time.

If more than 15 business days have passed since your refund was approved, please contact support@toyvix.com.