Refund policy

Last updated: September 28, 2026

At TOTS & TOYS, customer satisfaction is important to us. Please read our return and refund terms carefully before placing an order.

Return Period

You may request a return within 30 days of receiving your order. The return must be approved by our customer support team before the product is sent back.

Return Eligibility

  • The product must be unused and in its original condition.
  • All tags, accessories, manuals and parts must be included.
  • The product must be returned in its original, undamaged packaging.
  • A valid Order ID or proof of purchase must be provided.
  • Products returned without prior approval will not be accepted.

15% Return Deduction

For customer-initiated returns (change of mind, wrong item ordered, or no longer wanted), a 15% handling, packaging and restocking fee will be deducted from the product price. You will receive 85% of the product price after the returned item is received, inspected and approved.

Return courier charges are paid by the customer. The original delivery charge (Rs 245 on orders below Rs 5,000) is non-refundable for customer-initiated returns.

Damaged, Defective or Incorrect Products

Please inspect and test your order immediately after delivery. If you receive a damaged, defective or incorrect product, contact us within 24 hours of delivery and provide:

  • Your Order ID
  • Clear photos of the product
  • A complete parcel-opening video
  • A short video clearly showing the fault

After verification, we will arrange a replacement or a full refund, including any delivery charge paid. The 15% deduction does not apply when the product is confirmed to be damaged, defective or incorrectly supplied by TOTS & TOYS.

Damage caused by misuse, mishandling, water, physical impact, incorrect installation or normal wear and tear is not covered.

Non-Returnable Products

  • Used, damaged or incomplete products
  • Products without their original packaging or accessories
  • Personalized or specially ordered products
  • Personal-care or hygiene-related products
  • Products damaged after delivery
  • Items returned without prior approval

Exchanges

Approved exchanges are subject to stock availability. If the requested product is unavailable, you may choose another available product or receive an approved refund under this policy.

Refund Process

Once the returned product is received and inspected, we will tell you whether the return is approved or rejected. Approved refunds are processed within 7–10 business days. COD refunds are sent by bank transfer, Easypaisa or JazzCash using the account details you provide.

Return Address

TOTS & TOYS
Al Latif Building, Street IH16, Imperial Garden, Paragon City, Lahore, Punjab, Pakistan

Please do not send any parcel to this address before receiving approval from our support team. Unapproved return parcels may not be accepted.

Contact Us

Phone / WhatsApp: 03257468978
Email: totstoys.pk@gmail.com
Address: Al Latif Building, Street IH16, Imperial Garden, Paragon City, Lahore, Punjab, Pakistan

By placing an order with TOTS & TOYS, you confirm that you have read and accepted this Refund, Return & Exchange Policy.