Return & Cancellation Policy

Eligibility for returns depends on the items in your order. For eligible items, goods must be returned in the same condition as when you received them, unused and unaltered, with tags attached and in their original packaging, or meeting other requirements specified in return instructions. We may deduct from your refund if the item is damaged, used, or handled beyond what is reasonably necessary to inspect the goods. Please contact us to check return options and instructions to start a return.

You may request to cancel your order or remove items from your order within 24 hours after placing it.

How to submit a return or cancellation request

All return and cancellation requests are subject to the terms above and your rights granted by applicable law. Contact us prior to sending any return. To submit a cancellation request, please get in touch with our team. Unless otherwise stated by us or required by applicable law, return shipping costs for returns made due to a change of mind are to be borne by you.

Damages and issues

Please inspect your order upon delivery. Contact us immediately if you receive defective, damaged, or incorrect items.

Exclusions and non‑returnable items

Some items are not eligible for returns, as stated within this policy, on product pages, on our website, or at the time of purchase. Contact us if you have questions about whether a specific product can be returned.

Exchanges

Please contact us before returning goods to enquire about exchange options.

EU Return & Cancellation Rights

If you are a consumer based in the European Union and purchased goods online, you may have the right to cancel your order within 14 calendar days after receipt of the goods for any reason, subject to applicable exemptions. Once you notify us of your cancellation, you must send the goods back to us within 14 days. For eligible cancelled orders, we will process your refund within 14 days of receiving your cancellation notice. We may hold the refund until we receive the returned goods or receive proof that you have shipped the items back. We will refund the cost of the goods and any standard delivery charges you paid. We are not required to refund additional fees paid for expedited or premium delivery services beyond standard shipping. To submit a return request, follow the steps outlined under "How to submit a return". To submit a cancellation request, please contact us.

UK Return & Cancellation Rights

If you are a consumer based in the United Kingdom and purchased goods online, you may have the right to cancel your order within 14 calendar days after receipt of the goods, subject to applicable exemptions. Once you notify us of your cancellation, you must send the goods back to us within 14 days. For eligible cancelled orders, we will process your refund within 14 days after we receive the returned goods or receive proof that you have shipped the items back. We will refund the cost of the goods and any standard delivery charges you paid. We may not refund additional fees paid for expedited or premium delivery services beyond standard shipping. To submit a return request, follow the steps outlined under "How to submit a return". To submit a cancellation request, please contact us.

Refunds

Once we receive and inspect your returned goods, we will notify you whether your refund request has been approved. If approved, a refund will be issued to your original payment method unless otherwise agreed. Your bank or payment provider may require additional processing time for the funds to show in your account. Please contact us if you have not received your refund within a reasonable period after approval.

This policy does not limit any rights you hold under applicable consumer protection laws, including rights applicable where goods are defective, misdescribed, delivered late, or otherwise non‑compliant with legal requirements.

Contact information

To request an order cancellation, start a return, track a return, enquire about exchanges, or report damaged goods, please email us at sales@xinyuetoy.com, or use the contact details set out in our Contact Information Policy.