Last Updated: August 2026

At FamToy, we want every family to enjoy a simple and reliable shopping experience.

If you have any concerns with your order, our team is here to help. This Return & Refund Policy explains our return requirements, refund process, and support options.

Please review this policy before requesting a return.

1. Return Eligibility

FamToy accepts return requests within:

30 days after delivery

To qualify for a return, products must meet all of the following conditions:

• The item was purchased directly from FamToy
  
• The return request is submitted within 30 days of delivery
  
• The product is unused and in its original sealed condition
  
• The product packaging, accessories, and included items are complete
  
• Proof of purchase is provided
  

Due to product safety, hygiene, and condition requirements, we do not accept returns for items that have been opened, used, assembled, or modified.

2. Non-Returnable Items

We are unable to accept returns for:

• Products that have been opened or used
  
• Products without original packaging
  
• Items missing accessories or parts
  
• Products damaged due to customer misuse
  
• Returns requested after the 30-day return period
  

If you are unsure whether your order qualifies for a return, please contact our customer support team before sending the product back.

3. Damaged, Incorrect, or Defective Items

We want every FamToy order to arrive as expected.

If your order arrives with any of the following issues:

• Damaged item
  
• Wrong item received
  
• Confirmed quality issue
  

please contact us within:

7 days after delivery

Please provide:

• Order number
  
• Description of the issue
  
• Photos or videos showing the problem
  

After reviewing your request, we will provide an appropriate solution, which may include:

• Replacement
  
• Refund
  
• Other suitable resolution
  

For approved cases caused by product issues or fulfillment errors, FamToy will cover the related return shipping costs.

4. How to Request a Return

To request a return, please follow these steps:

Step 1: Contact Us

Email our customer support team: info@famtoy.com

Please include:

• Order number
  
• Reason for return
  
• Photos (if applicable)
  

Step 2: Receive Return Approval

Our team will review your request and provide return instructions if your return is approved.

Please do not send any items back before receiving approval from our support team.

Step 3: Return the Product

Once approved, we will provide the return address and instructions.

The return address will be provided after your return request has been reviewed and approved.

5. Return Shipping Costs

Customers are responsible for return shipping costs for:

• Change of mind
  
• Incorrect product selection
  
• Personal preference reasons
  

FamToy will cover return shipping costs when the return is caused by:

• Damaged products
  
• Incorrect items shipped
  
• Confirmed product quality issues
  

6. Refund Process

Once we receive and inspect the returned product, approved refunds will be processed.

Refunds will be issued to the original payment method.

Processing time:

3–10 business days

after refund approval.

Please note that your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.

7. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

Orders can only be canceled before they enter the processing or shipping stage.

Once an order has been shipped, cancellation is no longer available and the order must follow our return process.

8. Exchanges

Currently, FamToy does not offer direct product exchanges.

If you would like a different item, please request a return according to this policy and place a new order separately.

9. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

Please check:

• Your bank account
  
• Credit card statement
  
• Payment provider account
  

If your refund is still unavailable, please contact us: info@famtoy.com

10. Contact Us

If you have questions about returns or refunds, our customer support team is here to help.

FamToy

Operated by:

Ningbo Dequan Trading Co., Ltd.

Email: info@famtoy.com

Phone: +86 182 6820 2928

Address: Room A812, No. 2 Xingye Avenue, Xinqi Subdistrict, Beilun District, Ningbo, Zhejiang 315000, China