Refund policy

### **The Toy Hub — Return & Refund Policy**


At **The Toy Hub**, we want to ensure your children’s playtime is filled with absolute joy. If you receive an item that is damaged, defective, or incorrect, we are here to make it right.


#### **1. 7-Day Checking Warranty**

We offer a strict **7-Day Checking Warranty** from the date your parcel is delivered by our courier partners (Trax/Leopard). 

* To be eligible for a return or exchange, your item must be **unused, unplayed with, and in the exact same condition that you received it**.

* It must be kept completely in its **original factory packaging/box** with all internal manuals, accessories, wires, and remote control handsets intact.


#### **2. Non-Returnable Items**

To ensure safety and protect our inventory margins, the following items cannot be returned or exchanged:

* **Digital Products:** All printable activity bundles, digital planners, and downloadable coloring sheets are delivered instantly via email and are **100% non-refundable**.

* **Battery-Operated/Electronic Wear and Tear:** Toys that have been damaged due to customer misuse, overcharging the rechargeable batteries, or dropping the unit are not covered under warranty.

* **Items without Original Packaging:** If the factory toy box has been ripped or discarded, we cannot accept the return.


#### **3. Damaged or Defective Items (On Arrival)**

If a toy arrives broken or does not turn on straight out of the box:

* Please take a **clear unboxing photo or a short 10-second video** showing the defect.

* Send the media directly to our customer support team over **WhatsApp at [Your WhatsApp Number]** or email us at **support@thetoyhub.pk** within 48 hours of delivery.

* Once verified, we will arrange a **free replacement** to be dispatched to your address instantly, or issue a full refund.


#### **4. The Refund Process**

Once your return item is received at our local warehouse and passes our quality check, your refund will be processed within 3–5 business days:

* **For Digital Payments (Safepay Card/Raast):** The amount will be reversed directly back into your original bank account or mobile wallet via Safepay.

* **For Cash on Delivery (COD) Orders:** The refund will be transferred securely to your provided EasyPaisa, JazzCash, or bank account via Raast.


#### **5. Return Shipping Charges**

* If the item is being returned due to a factory defect or an error on our part (wrong toy sent), **The Toy Hub will bear 100% of the courier pickup charges**.

  • If you are exchanging an item simply because you changed your mind or want a different color/model, the **customer will be responsible for shipping the
  • toy back** to our warehouse.