Return & Replacement Policy

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Last Updated: July 29, 2025

1. RETURNS & REPLACEMENT OVERVIEW

At Toysera, we want you to be completely satisfied with your purchase. If you are not satisfied with your purchase, we offer a straightforward return and replacement policy to ensure your shopping experience is as pleasant as possible.

2. RETURN ELIGIBILITY

To be eligible for a return or replacement, please ensure the following conditions are met:

  • Item must be reported as damaged or defective within 48 hours of delivery
  • Item must be unused and in the same condition that you received it
  • Item must be in the original packaging
  • Item must be accompanied by the original receipt or proof of purchase

3. NON-RETURNABLE ITEMS

The following items cannot be returned or replaced:

  • Items that have been used beyond inspection
  • Items that show signs of wear or damage caused by the customer
  • Items that have been altered, washed, or modified
  • Items without original tags and packaging
  • Clearance items specifically marked as “Final Sale”
  • Personal care items, for hygiene reasons

4. RETURN & REPLACEMENT PROCESS

4.1 Reporting Damaged/Defective Products:

  • You must report any damaged or defective products within 48 hours of receiving the delivery
  • To initiate the process, contact our Customer Service team via email at support@toyseraindustries.com or by phone at +91 84878 75376
  • Please include your order number, product details, and clear photos showing the damage or defect
  • Our team will review your request and provide further instructions

4.2 Return Methods:

  • Once your return request is approved, we will arrange for the collection of the item(s)
  • Items should be securely packed in their original packaging
  • Please do not send your return without prior authorization

4.3 Processing Time:

  • Returns are typically processed within 3-7 business days after we receive the returned item
  • Replacement items will be dispatched within 5 business days after your return has been approved

4.4 Unboxing Video Requirement (For Replacement Claims)

To ensure a smooth and transparent replacement process, customers are required to record a clear unboxing video at the time of receiving the product. This video will serve as essential proof in case the product is received in a damaged or defective condition.

Please ensure the following guidelines are followed while recording the unboxing video:

  • The video must start before the outer package is opened and continue until the product is fully unboxed and inspected.
  • The video must be continuous and unedited. Any cuts, pauses, or edits will render the video invalid for claims.
  • The entire packaging, including the shipping label, product box, and the product itself, should be clearly visible in the video.
  • The video should clearly show any damage or defect in the product at the time of unboxing.

Why this is important:

In case a product is found damaged or defective upon delivery, we may request this unboxing video as proof to process the replacement or refund.

Failure to provide a valid unboxing video may result in your replacement request being declined, especially for claims of physical damage.

5. REFUNDS

5.1 Refund Methods:

  • Refunds will be issued to the original payment method used for the purchase
  • If the original payment method is unavailable, we will issue a store credit

5.2 Refund Timing:

  • Once we receive and inspect the returned item, we will notify you about the status of your refund
  • If approved, your refund will be processed within 7-10 business days
  • The time it takes for the refund to appear in your account depends on your payment provider or bank’s processing time

5.3 Refund Amount:

  • Full refunds will include the price of the product
  • Shipping charges are non-refundable unless the return is due to our error
  • If a discount code was used during the original purchase, the refund will reflect the discounted amount paid

6. REPLACEMENTS

  • If available, we will replace the item with an identical product
  • If the exact item is out of stock, we will contact you with available options:
    a) Waiting for the item to be back in stock
    b) Replacing with a similar item
    c) Receiving a full refund

7. DAMAGED ITEMS DURING SHIPPING

  • If an item arrives damaged, please report it within 48 hours of delivery
  • Clear photographs of the damaged product and packaging will be required
  • Our team will review the case and provide a replacement or refund as appropriate

8. CANCELLATIONS

  • Orders can be cancelled only if they have not been dispatched
  • To cancel an order, please contact our customer service team immediately with your order number
  • Once an order has been dispatched, it cannot be cancelled, but can be returned as per our return policy

9. EXCHANGES

  • We do not process direct exchanges
  • If you wish to exchange an item, please follow the return process and place a new order for the desired item

10. RETURN SHIPPING

  • For defective or incorrectly shipped items, Toysera will bear the cost of return shipping
  • For returns due to customer preference or change of mind, the customer may be responsible for the return shipping costs

11. CONTACT INFORMATION

For any questions or concerns regarding returns or replacements, please contact our Customer Service team:

By email: support@toyseraindustries.com
By phone: +91 84878 75376