Cancellation and returns

TwoToys Return & Refund Policy Our goal is to ensure every customer receives exactly what they ordered. Upon Delivery To protect your rights in the event of shipping damage or loss, please do not discard the shipping box immediately after delivery. We strongly recommend that you: Take clear photos of the parcel before opening, including all sides of the shipping box and any visible damage to the packaging. Record a continuous unboxing video from the moment you open the sealed package until all contents have been fully inspected. These records provide essential evidence when filing claims with shipping carriers and help us resolve issues much faster. Please note that shipping carriers may reject claims for damaged, lost, or missing items if sufficient evidence is not provided. Without the required photos and unboxing video, our ability to obtain compensation from the carrier—and therefore provide a replacement or refund—may be significantly limited. Eligible Returns Returns are accepted only if: The item arrives damaged during shipping. The wrong item was shipped. The item is significantly different from its listing description. Return Request Please contact us within 14 days of delivery. To process your request, please provide: Photos of the parcel before opening. Photos showing the condition of the shipping box and packaging. A complete unboxing video. Clear photographs showing the issue with the product. Return Conditions Returned items must be unused and returned in their original condition, including all parts and original packaging. Items that have been assembled, painted, modified, repaired, or damaged by the customer are not eligible for return or refund. Refunds Once the returned item has been received and inspected, eligible refunds will be processed to the original payment method. Original shipping charges, customs duties, taxes, and return shipping costs are non-refundable unless the return is the result of our error. Non-Returnable Items Because every product is handmade and produced specifically for each order, we cannot accept returns or offer refunds for: Change of mind. Buyer remorse. Minor handmade imperfections. Color differences caused by monitor or screen settings. Incorrect shipping information provided by the customer. Customs delays or import fees charged by the destination country.