CANCELLATION & RETURN POLICY
Kids Toys (Malaysia) takes great pride in making our customers happy! We do understand that sometimes products may appear different than what is stated in advertisements. We would like to take the “worry” out of shopping online by offering a customer satisfaction guarantee. Please take a minute to read Kids Toys (Malaysia) return policies. A copy of our policy will be included with your invoice.
List of Standard Operations and Procedures
Return Procedure - Kids Toys must be notified within 7 days of your receipt of the merchandise by email, sms, phone or fax. We will then issue a return authorization number. It is your responsibility to make sure that you receive a return authorization number when notifying by phone.
Return merchandise - Must be in resaleable “unopened” condition. If a child opens a toy, plays with it and breaks it, Kids Toys will not be able to refund your purchase. If the merchandise is opened and/or un-saleable and returned to Kids Toys, we will not reimburse shipping. Make sure that the merchandise qualifies our criteria BEFORE shipping your returns. Kids Toys will NOT pay shipping charges to reship a purchase that does not meet our return policy. If a factory seal is broken (opened) Kids Toys will not issue a refund.
Wrong Size - If Kids Toys is at fault for a return, for example, “Kids Toys send the wrong size clothing as stated on the order”. We will accept responsibility for all shipping costs related to the return. Please make sure that the instructions for returns (issued with the invoice) are followed. This will speed up the refund or exchange process.
Wrong Product - If a return is not due to an error of Kids Toys, for example, you order a pink dress and want to exchange it for a blue dress, we will not issue a refund for the shipping cost. A 10% stocking fee may be enforced in certain circumstances. Special orders are not refundable.
Restocking Fee - If a customer places an order and then refuses delivery, or the merchandise is undeliverable a re-stocking fee of up to 30% can apply. This charges is used to recover our losses during the shipping & handling process. If a package is lost or misdirected due to an incorrect inputted address the customer is hold reliable. Kids Toys will not assume liability for incorrect information provided by the customer.
Refunds - Are normally issued within 7 business days upon receipt of the returned merchandise. During holiday seasons please allow more time to process the refund. Make sure that the merchandise return form that was issued with your order is completed before you send the package.
Cancellation Policy - Orders may be cancelled as long as they have not been processed - usually the next business day. Please contact Customer Service by email or phone to see if your order has not yet been processed and can still be cancelled. Pre-orders and back-orders can be cancelled any time up until the item is in stock and your order has been processed.
We accept returns and exchanges based on the following conditions :
1) Change of mind! If you decide to change your mind and would like to return your merchandise, we would be more than happy for an exchange or a refund, provided :
- It is within 14 working days from delivery date
- Proof of purchase (order number, bank statement, delivery note)
- Merchandise should be in its ‘original packaging’, undamaged along with all the neccesary accessories
- Merchandise must not be used or installed
- Sealed must not be broken
We will issue refund in the form of Kids Toys ‘Store Credit Vouchers’. We can only offer exchange for items of the same value/price. If there is a price difference, you will need to return the original item and place a new order by using your ‘Store Credit Voucher’. All exchange and refund will be processed within 24 - 48 hours from the date of receipt. The new item will be send back to you according to our standard delivery time.
2) How and where do I return the mechandise? Please complete the ‘return slip form’ and together with the merchandise, send it to :
Return form (download)
Kids Toys (Malaysia)
USJ 19/6 47600
Subang Jaya Selangor