Refund & Return Policy
A straightforward return experience, because trying something new should feel easy.
We want you to feel confident when you shop with aitoyplayground. If a product isn't the right fit, we aim to make the return process clear and straightforward.
Please review the policy below before starting a return.
1. RETURN WINDOW
30-Day Returns
You may request a return within 30 days of delivery, subject to the conditions below.
The return period begins on the date the carrier records your order as delivered.
Replace “30 days” with your actual approved return window before publishing.
2. ELIGIBLE RETURNS
To be eligible for a return, the product should generally:
- Be purchased directly from
aitoyplayground.com - Be within the applicable return period
- Be in reasonably good condition
- Include the original accessories and included items, where applicable
- Not show damage caused by misuse, abuse, unauthorized modification, or improper use
Certain products may have additional return conditions.
Products purchased through third-party retailers or marketplaces are generally subject to the return policy of the seller from which they were purchased.
3. NON-RETURNABLE ITEMS
Some items may not be eligible for return, including products that are:
- Clearly identified as final sale
- Personalized or custom-made
- Damaged after delivery through misuse or improper handling
- Missing essential components or accessories
- Otherwise excluded under the applicable product or sales terms
Any non-returnable item should be clearly identified at the time of purchase.
4. HOW TO START A RETURN
STEP 1 — CONTACT US
Email our support team at:
Please include:
- Order number
- Name used for the order
- Product you would like to return
- Reason for the return
- Photos or other information if the product is damaged or defective
STEP 2 — WAIT FOR RETURN INSTRUCTIONS
Please do not send a product back before receiving return instructions from our team.
STEP 3 — SHIP THE PRODUCT
Once your return is approved, we will provide the applicable return instructions and return address.
STEP 4 — REFUND
Once the returned product has been received and inspected, we will process an eligible refund.
5. REFUNDS
How Your Refund Works
Approved refunds are generally issued to the original payment method.
The timing of the refund may depend on:
- When we receive the returned product
- Our inspection process
- Your payment provider
- Your bank or card issuer
Once we issue the refund, additional processing time may be required before the funds appear in your account.
We cannot control the processing time imposed by your bank or payment provider.
6. ORIGINAL SHIPPING COSTS
For a voluntary return because you changed your mind or the product is no longer wanted, [original shipping charges may / may not] be refundable.
For products that arrive defective, damaged, incorrect, or materially different from what was ordered, we will review the issue and provide the appropriate remedy in accordance with applicable law and our warranty or return procedures.
This section must be completed based on your actual business policy before launch.
7. RETURN SHIPPING
For standard customer-initiated returns:
[Customer is responsible for return shipping.]
For products that arrive damaged, defective, incorrect, or otherwise qualify for a seller-paid return:
[aitoyplayground will provide a return shipping solution.]
We will provide the applicable instructions when your return request is approved.
8. DAMAGED OR DEFECTIVE PRODUCTS
Something Isn't Right? Tell Us.
If your product arrives damaged, defective, or incomplete, please contact us as soon as possible.
Please send:
Order Number
Photos of the product
Photos of the packaging
A brief description of the problem
We may offer a replacement, repair, refund, or another appropriate remedy depending on the circumstances and applicable warranty.
9. WRONG ITEM OR MISSING ITEM
If you receive the wrong product or an item is missing from your order, contact us at:
Please include your order number and photos of the package and its contents where available.
We will review the issue and help arrange the appropriate resolution.
10. EXCHANGES
We may offer exchanges for defective, damaged, or incorrect products.
For a change of mind or different product preference, we may instead process a return and refund, subject to product availability and the applicable return policy.
11. RETURN CONDITION
We ask customers to return products with reasonable care.
A return may be reduced, denied, or otherwise handled differently where the product has been damaged beyond ordinary inspection or use permitted under applicable law.
Any such determination will be made according to the actual circumstances of the return and applicable law.
12. ORDERS PURCHASED THROUGH OTHER SELLERS
Products purchased from Amazon, TikTok Shop, retail stores, distributors, or other authorized sellers should generally be returned through the original seller according to that seller's return process.
If you are unsure where your order was purchased, contact us and we will help identify the appropriate support channel.
13. WARRANTY & YOUR OTHER RIGHTS
Our return policy does not replace any applicable product warranty or rights provided by law.
Some products may be covered by a separate manufacturer's or seller's warranty.
For more information:
QUALITY GUARANTEE & RETURNS →
/pages/quality-guarantee
WARRANTY & PRODUCT SUPPORT →
/pages/warranty
California consumers should understand the seller's return policy before purchasing; California guidance notes that retailers generally may establish their own return policies when clearly disclosed, while other consumer rights and warranty protections may apply in particular circumstances.
14. POLICY UPDATES
We may update this Refund & Return Policy from time to time to reflect changes in our business, products, or legal requirements.
The latest version will be posted on this page with the applicable effective date.
CONTACT US
Need help with a return?
We're here to help.
Customer Supportsupport@aitoyplayground.com
Email Subject: Return Request – Order #[Order Number]
We aim to make the process clear, reasonable, and easy to understand.
Made for Curiosity. Backed by Care.
We know that sometimes a product simply isn't the right fit.
That's okay.
A good customer experience should be about more than the moment you place an order. It's also about knowing what happens when you have a question, a problem, or simply change your mind.
Clear policies. Real support. No unnecessary guesswork.