Last updated: October 12, 2026
Every item sold by TOYSEZ is an authentic product inspected under TAL (TOYSEZ Authentication Lab) standards. If something is not right with your order, this policy explains how returns, refunds and cancellations work.
Return Window
You may request a return within 14 days of the date your order is delivered. Customers in the European Union and the United Kingdom have the statutory right to withdraw from the purchase within 14 days of delivery without giving a reason; this policy applies the same 14-day window to all customers worldwide.
Return Conditions
-
Confirmed Style figures: the outer box has been opened by us to verify the character card. Returns are accepted when the figure is still in its inner foil bag and the character card and box are included.
-
Sealed items and Complete Sets (Sealed): must be returned with the factory seal intact.
-
Complete Sets (Confirmed): all figures, character cards and boxes in the set must be returned together.
-
Other items: must be unused, in the condition you received them, with all original packaging and accessories.
If a returned item is opened beyond what was needed to inspect it, used, damaged or incomplete, we may reduce the refund to reflect the loss in value.
Items That Cannot Be Returned
- Gift cards
- Items returned without prior approval from our support team
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives. If an item is damaged in transit, defective, or not what you ordered, contact us within 7 days of delivery with your order number and clear photos of the item and packaging (an unboxing video helps us resolve the case faster). We will arrange a replacement or a full refund, including the original shipping cost, and we will cover the return shipping.
How to Start a Return
- Email support@toysez.com with your order number, the item(s) you want to return and the reason.
- We will reply within 2 business days with the return address and instructions.
- Ship the item back securely packed. We recommend a tracked shipping service.
For change-of-mind returns, the customer pays the return shipping cost and the original shipping fee is not refunded.
Refunds
Once your return arrives, we will inspect it and notify you by email. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card issuer, it may take a further 5–10 business days for the refund to appear on your statement.
Order Cancellations
You can cancel an order for a full refund at any time before it is dispatched by emailing support@toysez.com. Once an order has been dispatched, it can no longer be cancelled and will be handled as a return under this policy.
Exchanges
We do not offer direct exchanges. To swap an item, return it under this policy and place a new order.
Contact Us
Questions about a return or refund? Email support@toysez.com. Please contact us before opening a dispute with your bank or payment provider; we resolve most issues within a few days.
