Refund policy

Refund Policy

Order Returns: Refunds and Return Shipping Costs

At ToyRocket, we are committed to providing a clear, transparent, and fair return and refund process.

Customers covered by European Union or European Economic Area consumer protection legislation generally have the right to withdraw from an eligible online purchase within 14 calendar days after receiving their order, without providing a reason.

Where equivalent or additional mandatory consumer rights apply in other European countries, those rights will also be respected.

To exercise the right of withdrawal, customers must notify us of their decision before the applicable withdrawal period expires.

Requests can be submitted by email to:

help.toyrocket@outlook.com

Customers may use the model withdrawal form provided below, although its use is not mandatory.

After notifying us of their decision to withdraw, customers must return the products within 14 calendar days.

Products should be returned with their accessories and components, where applicable.

Customers may be responsible for any reduction in product value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Statutory exceptions to the right of withdrawal are explained below.

Return Shipping Costs

If a return is requested for reasons attributable to the customer, including a voluntary change of mind or an incorrect product selection, the customer will be responsible for the direct cost of returning the products, provided this obligation has been properly disclosed before purchase.

The exact cost will depend on the return destination, parcel dimensions, and transport provider.

Because ToyRocket ships internationally, return shipping costs may vary between countries.

The return destination and applicable return instructions will be provided by our customer support team when the customer requests a return.

Customers may contact help.toyrocket@outlook.com to obtain the appropriate return instructions.

If a return is necessary because of an issue attributable to ToyRocket, including a product that is damaged, defective, or different from the product ordered, the customer will not be required to pay the shipping costs necessary to resolve the issue.

Our support team will provide the appropriate instructions.

OPTION 1 – Monetary Refund

Customers may request a monetary refund where entitled under this policy or applicable consumer protection law.

For a valid withdrawal from an eligible purchase, the refund will include:

The price paid for the returned products;
The original standard delivery charges, where applicable and legally required.

ToyRocket currently offers free standard shipping, so no standard shipping fee is charged to customers.

Additional delivery costs resulting from a customer's express choice of a more expensive delivery option do not necessarily have to be refunded.

No fixed administrative penalty will be charged for exercising a statutory right of withdrawal.

Where legally permitted and properly disclosed, the customer may remain responsible for direct return shipping costs.

Where a refund arises from defective, damaged, or non-conforming goods, the customer will receive the remedies required by applicable consumer law.

Refund Processing Time and Payment Method

For statutory withdrawals, refunds will be processed without undue delay and no later than 14 calendar days after we are informed of the customer's decision to withdraw.

We may withhold reimbursement until we have received the returned products or the customer has supplied evidence of having sent them back, whichever occurs first, where permitted by law.

Refunds will normally be issued using the same payment method used for the original transaction.

For purchases made by credit or debit card, refunds will generally be returned to the original payment card.

For purchases completed through other supported payment methods, the corresponding original payment method will normally be used.

An alternative refund method may be agreed with the customer, provided it does not result in additional costs to the customer.

Customers will not be charged a refund processing fee.

The time required for the refunded amount to appear in the customer's account may depend on the payment provider or financial institution.

OPTION 2 – Refund by Store Credit

Where applicable, customers may voluntarily choose to receive a refund in the form of ToyRocket store credit.

The store credit will correspond to 100% of the amount eligible for reimbursement, without administrative deductions.

Store credit may be used for future purchases on our Website and will not have an expiration date.

The corresponding code will be sent to the email address associated with the original purchase.

Accepting store credit is entirely voluntary.

Customers who are legally entitled to a monetary refund will not be required to accept store credit instead.

Products That Cannot Be Returned

Certain products may be excluded from the statutory right of withdrawal where an exception established by applicable law applies.

Examples may include:

Products made to the customer's specifications or clearly personalised;
Sealed goods that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery;
Other products covered by a specific statutory exception.

Opening a toy's outer packaging does not automatically eliminate the customer's legal right of withdrawal.

Customers may inspect products to the extent reasonably necessary to establish their nature, characteristics, and functioning.

Where handling exceeds what is reasonably necessary, a legally justified deduction for diminished value may apply.

These exceptions do not affect statutory rights relating to defective, damaged, unsafe, or non-conforming products.

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact our customer support team.

To help us investigate the issue, we recommend providing:

Your order number;
Your full name;
A description of the problem;
Photographs of the product and packaging, where available.

Our team will review the situation and provide an appropriate solution.

Depending on the circumstances and applicable law, remedies may include:

Repair;
Replacement;
Price reduction;
Contract termination and refund.

For consumers covered by European Union law, goods generally benefit from a minimum two-year legal guarantee of conformity, with additional or longer protections applying in some countries.

Any legally required remedy for non-conforming goods will be provided without charge to the consumer.

How to Request a Return

To request a return, exchange, or refund, please contact:

Email: help.toyrocket@outlook.com

Website: https://www.toyrocket.store

Customer Service Hours:

Monday to Friday: 08:00 – 18:00
Saturdays, Sundays and Public Holidays: Closed

Please include your order number and a brief explanation of your request.

Our customer support team will provide the necessary return instructions and the appropriate return shipping address.

Customers should not send products to our registered company address unless specifically instructed to do so by our support team.

Contacting customer support helps us manage the process efficiently but does not restrict the customer's statutory right to withdraw from an eligible purchase.

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from an eligible purchase.

To: ToyRocket – RASKO DIGITAL LIMITED

Email: help.toyrocket@outlook.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s): __________________________

Order number: _______________________

Ordered on: _________________________

Received on: ________________________

Consumer's name: ___________________

Consumer's address: ________________

Date: _______________________________

Signature: __________________________

(Signature required only if this form is submitted on paper.)