Return & Refund Policy

Order Cancellation, Return, and Refund Policy

1. Order Cancellation

We accept order cancellations under the following conditions:

  • Unpaid Orders:
    If your order has not been paid, you may cancel it directly or contact us for assistance.

  • Paid Orders:
    Paid orders can be canceled within 48 hours of placement for a full refund. Once an order has been processed or shipped, it can no longer be canceled.

To cancel a paid order, please contact us as soon as possible at:
📧 service@toypura.com

2. Return & Exchange Policy

We offer a 30-day return and exchange policy from the date you receive your item.

  • Return Eligibility
    To qualify for a return:

    • The item must be unused and in its original condition.

    • It must be returned in its original packaging.

    • The return request must be submitted within 30 days of delivery.

    • Proof of purchase is required.

    • Items returned without prior approval will not be accepted.

3. How to Request a Return or Exchange

Please email service@toypura.com with the following information:

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Clear photos or videos (if damaged or defective)

Once approved, we will provide the return address. Please send the item within 7 days after approval and share the tracking number.

4. Return Shipping Costs

  • Customer Responsibility
    If the return is due to personal reasons (such as change of mind, wrong size/color), the customer is responsible for return shipping costs.
    Estimated return shipping cost:
    €3–€10 per item, depending on size and location.

  • Merchant Responsibility
    If the item is defective, damaged, or incorrect, we will cover all return shipping costs and provide a replacement or full refund.

5. Refund Process

Once we receive and inspect the returned item:

  • Refunds will be issued to the original payment method within 5 business days.

  • A confirmation email will be sent after processing.

  • Actual arrival time may vary depending on your bank or payment provider.

  • Refund Deductions
    Partial refunds may apply if:

    • The item is returned damaged due to misuse.

    • Original packaging or accessories are missing.

6. Late or Missing Refunds

If you have not received your refund:

  • Check your payment account again.

  • Contact your bank or card provider.

  • If still unresolved, email: service@toypura.com

7. Contact Us

For all return, refund, or order inquiries:
📧 service@toypura.com
📞 +852 2314 0998

🏢 Return Address:
Home Ease Trading Limited
118-120 Austin Road,
Rm 604, 6/F, Landwide Comm. Bldg.,
Tsim Sha Tsui, Kowloon,
Hong Kong