Return Policy

Effective Date: March 17, 2026
This Return & Exchange Policy applies to all orders placed on www.toysmask.com, an independent e-commerce platform specializing in the retail of toys and decorative pieces for customers of all ages. By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to the terms outlined below. For any inquiries regarding this policy, please contact our customer service team at service.toysmask@outlook.com.

1. Order Cancellation

Order cancellation requests are eligible for approval only prior to order shipment or production commencement. Approved cancellations will be processed with a full refund to the original payment method. Once the order has been dispatched for delivery, cancellation requests will no longer be accepted.

2. Return Eligibility & Requirements

Customers may submit return requests within 15 calendar days from the date of product receipt, subject to the following conditions:
  • The returned item(s) must be unused, in brand-new condition, and retained in their original, undamaged packaging;
  • A valid purchase receipt or proof of transaction must be provided to complete the return verification process;
  • Customers must contact our customer service team at service.toysmask@outlook.com in advance to obtain the official return shipping address prior to returning any items.
Note: Customized or personalized products are excluded from the 15-day free return policy and are not eligible for return.

3. Return Shipping Responsibilities

For returns initiated due to customer’s own reasons (e.g., change of mind, incorrect selection), the customer shall bear all return shipping costs, which vary based on the selected shipping carrier.
For returns resulting from our error (e.g., damaged items upon receipt, incorrect product fulfillment), Toysmask shall cover all return shipping costs. No additional return processing fees will be charged to the customer under any circumstances.

4. Refund Processing

Once the returned item(s) are received and inspected by our team, we will send a notification email to confirm receipt and inform you of the approval status of your refund request. Upon approval, the refund will be processed and automatically credited back to your original credit card or payment account within a designated number of business days.

5. Delayed or Missing Refunds

If you have not received your approved refund, please follow these steps:
  1. Review your bank account statement to verify the absence of the refund credit;
  2. Contact your credit card issuer, as standard processing timelines may delay the posting of refunds;
  3. Contact your financial institution to inquire about internal refund processing windows.
If the refund remains uncredited after completing the above steps, please contact our customer service team at service.toysmask@outlook.com for further assistance.