Refund policy

Refund & Return Policy / 退款與退換貨政策

Last updated: 17 September 2026

1. Cancelling before dispatch — 14 days, no reason required

You may cancel any order for a full refund within 14 days of placing it, as long as the order has not yet been dispatched. No reason is required.

To cancel, email info@tototoys.com.hk with your order number. We will confirm the cancellation and refund your original payment method within 5–10 business days.

您可以在下單後 14 天內取消任何尚未發貨的訂單並獲得全額退款，無需說明理由。請電郵 info@tototoys.com.hk 並提供訂單編號；我們將於 5–10 個工作天內將款項退回您的原付款方式。

2. EU / EEA customers — statutory right of withdrawal

In accordance with Directive 2011/83/EU, consumers in the European Union or the EEA have the right to withdraw from this purchase within 14 days of receiving the order, for any reason and without justification. Return shipping is paid by the customer. Refunds are issued within 5–10 business days of receiving the returned item.

依歐盟指令 2011/83/EU，歐盟及歐洲經濟區的消費者有權於收到貨後 14 天內以任何理由、無需說明，解除本購買。退貨運費由消費者負擔；我們於收到退回商品後 5–10 個工作天內退款。

3. After dispatch — damaged, defective or incorrect items

Once an order has been dispatched it can no longer be cancelled without a reason. If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery with your order number and photos or a short video of the item and its packaging.

We will send a replacement of the same item. If it is out of stock, we will offer an equivalent item or a full refund — your choice.

訂單發貨後即無法無理由取消。若商品破損、有瑕疵或與訂購內容不符，請於收貨後 7 天內聯絡我們，並提供訂單編號及商品與包裝的照片或短片。我們將安排更換同款商品；若缺貨，會提供等值替代商品或全額退款，由您選擇。

4. Conditions

  • Requests must be made within the deadlines set out above.
  • Where a return is required, items must be sent back in their original packaging.
  • Return shipping for damaged, defective or incorrect items is covered by us.

須於上述期限內提出申請；如需寄回，商品須保持原包裝。破損、瑕疵或寄錯商品的退貨運費由我們負擔。

5. Not eligible

  • Items damaged through misuse, accident or normal wear.
  • Gift cards.
  • Items marked as final sale at the time of purchase.

不適用：因不當使用、意外或正常耗損造成的損壞；禮品卡；購買時已標示為最終特價（final sale）的商品。

6. How refunds are issued

Approved refunds are issued to the original payment method. Bank and card processing times vary — please allow 5–10 business days after we confirm your refund.

核准的退款將退回原付款方式。銀行與信用卡處理時間各異，請於我們確認退款後預留 5–10 個工作天。

7. Questions

Email info@tototoys.com.hk — we usually reply within 1 business day.
如有疑問請電郵 info@tototoys.com.hk，我們通常於 1 個工作天內回覆。