Return Policy

Return Process

How quickly can I return an item?
As long as the product is unopened and still in its original condition and packaging you can return within 7 working days from the date of receipt. Please fill out our Returns Form and send us pictures of the item or you can directly send email to [email protected]

Items must be returned in new condition and in its original packagingShipping cost must be charged to customer.

What form of refund can I get?
Once the product has been evaluated and it’s eligible for return, we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase. If the customer wants to in-cash the refund they will need to wait 15 days from the date of delivery as we are receiving the payment from the bank after 15 days. If the customer pay using online payment we will refund using bank transfer.

What if I receive an item with manufacturing defect?
If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please click here to fill a complete form with pictures and videos of the item showing the fault or damaged part and we will then start investigating the problem.

We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.

If the item is confirmed to have a manufacturing defect by our product experts and technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.

If it’s already more than 7 calendar days from the date of delivery, we will repair the item.

Should you decide that you do not want a replacement and the return request was received within 7 calendar days from the date of receipt, we will issue a store credit valid for 6 months from the issue date. Kindly note that if you wish to refund cash it will take 15 days from the date of delivery.

If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.

Products we can’t refund or replace
Products we can’t process for return are listed below:

  • Products with extended delivery time
  • Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
  • Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
  • Items that have been assembled, used, altered or installed, unless defective

Further exceptions are mentioned along with the product description.

How long does it take for the whole return and exchange process to be completed?
We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.

The value of the item returned will be credited to your Toys Insider Middle East account within 2-3 working days from when we have received and approved your product return.

What delivery destinations does the Toys Insider Middle East return policy apply to?
Our return policy is applicable to items delivered within the UAE only. We are unable to process a return for items shipped to any other destination.

Please note that Toys Insider Middle East will not be able to process any returns during busy months and seasons such as December and a month before Ramadhan, unless the product has a manufacturing defect or missing parts. If you have any further queries regarding our returns policy, please drop us a line at [email protected]