Returns & Refunds Policy

🛍️ Returns & Refunds Policy

At Juguetoy, we want you to be 100% satisfied with your purchase. If for any reason you’re not happy with the item received, you can request a return under the conditions below.

1. Return Window
You have 15 calendar days from the date of delivery to request a return. After this period, we’re unable to accept the request.

2. Return Conditions
To accept a return, the following conditions must be met:

  • The product must be in perfect condition, unused, and only handled as necessary to verify its nature, characteristics, and functioning.

  • The item must be returned in its original packaging, including tags, accessories, and manuals (if any).

  • Personalized or made-to-order items cannot be returned unless they are defective.

3. How to Start a Return
Send us an email to 📧 info.juguetoy@gmail.com including:

  • Order number

  • Product(s) to be returned

  • Reason for the return

We’ll send you instructions to ship the item back to our warehouse. Once we receive and inspect the product, we’ll process the corresponding refund.

4. Return Shipping Costs
Return shipping costs are the customer’s responsibility, except in cases of defective products or shipping errors by Juguetoy.
We recommend using a tracked courier service to avoid issues.

5. Refunds
Once the return is approved, refunds will be issued within 14 calendar days using the same payment method used at checkout.
If you requested an exchange, the replacement item will be sent after the returned product is received and inspected.

6. Defective Products or Wrong Item
If you receive a defective product or an item different from what you ordered, please contact us within 48 hours of delivery so we can resolve it at no additional cost.

7. Contact
For any questions about returns or refunds, email us at:
📧 info.juguetoy@gmail.com