Returns & Refunds

At Otoys, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help. Please read the policy below for information about returns, refunds, and damaged items.

Returns

You may return an item within 14 days of receiving your order, in accordance with EU consumer protection law.

To be eligible for a return:

  • Items must be unused, undamaged, and in the original packaging
  • Proof of purchase (order number or receipt) must be provided

We do not accept returns on:

  • Used or damaged items
  • Personalized or custom-made products
  • Downloadable digital files
  • Clearance or final-sale items

How to Request a Return

  1. Contact us at info@otoys.com within 14 days of receiving your order
  2. Include your order number and the reason for your return
  3. We will provide instructions and the return shipping address
  4. Items must be shipped back within 7 days of receiving our return approval

Important: Return shipping costs are the responsibility of the customer unless the return is due to our error (e.g., wrong or defective item). We recommend using a tracked shipping service. We are not responsible for returns lost in transit.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 5 to 10 business days
  • Original shipping costs (if any) are non-refundable

Damaged or Incorrect Items

If you receive an item that is damaged or incorrect:

  • Contact us at info@otoys.com within 48 hours of delivery
  • Include clear photos of the product and packaging
  • If the claim is approved, we will offer a replacement or full refund, and cover all related costs

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original product for a refund and place a new order.

International Returns

Customers outside the EU may return items under the same conditions, but:

  • All return shipping costs and any customs or import fees are the responsibility of the customer
  • Please clearly mark the return as "Returned Goods" to avoid additional customs charges

Questions?

If you have any questions about your order or this policy, please contact us at:
info@otoys.com