Return and Refund Policy

Return and Refund Policy

At NOKITOYS, your child’s joy and safety are our top priorities. If something isn’t quite right with your order, we’re here to help and make the return or refund process as smooth as possible.

1. Return Eligibility & Timeframe

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. To be eligible for a return:

  • The item must be unused, unplayed with, and in the same condition as received.
  • The original toy packaging (including any factory seals, plastic wraps, or safety stickers) must be intact and unopened.
  • All original components, instructions, and accessories must be included.
  • Proof of purchase (order confirmation or receipt) is required.

2. How to Start a Return

To initiate a return, please contact us at: support@nokitoys.com If your return request is approved:

  • We will provide a return shipping label.
  • You will receive detailed instructions on how and where to send your package.

Important: Items returned without prior authorization will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival, especially if the toy is a gift. If your item is:

  • Defective (e.g., electronic features not working, missing parts)
  • Damaged during transit
  • Incorrect (not the toy you ordered) Please contact us immediately at support@nokitoys.com. We will evaluate the issue and resolve it as quickly as possible to ensure your child has their toy.

4. Exceptions / Non-Returnable Items

The following items are non-returnable:

  • Opened or used toys: For hygiene and safety reasons, we cannot accept returns for toys that have been played with or removed from their original factory-sealed packaging.
  • Blind Boxes/Mystery Packs: Once the foil or inner packaging is opened, these cannot be returned.
  • Custom or personalized products.
  • Items with missing small parts or damaged boxes (if not reported as a shipping defect).
  • Original shipping fees paid at checkout.

We also do not accept returns for:

  • Sale items
  • Gift cards

5. Exchanges

We do not offer direct exchanges. The fastest way to receive a replacement item is to:

  1. Return the original item (once approved).

  2. Place a new order separately. This helps ensure faster processing and prevents the toy from going out of stock.

6. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing justification. Returned items must:

  • Be unused and in original factory condition.
  • Include all original packaging, manuals, and accessories.
  • Be accompanied by proof of purchase.

7. Refunds

Once we receive and inspect your return to ensure all pieces are present:

  • We will notify you whether your refund is approved or rejected.
  • Approved refunds will be issued to your original payment method within 10 business days.

Please note: * Banks and credit card providers may require additional time to process and post the refund.

  • If 15 business days have passed since refund approval and you have not received your refund, please contact us at support@nokitoys.com.

8. Refused Shipments & Dispute Resolution

If you wish to cancel an order or request a refund, please contact us at support@nokitoys.com immediately. Please do not initiate a chargeback with your bank, as this may significantly delay the resolution and refund process. We are committed to resolving legitimate issues directly, fairly, and efficiently.

9. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your credit card company, as posting times may vary.
  3. Contact your bank for further information. If you have completed these steps and still have not received your refund, please contact us at support@nokitoys.com.

10. Return Address

A return shipping label provided by NOKITOYS is required before sending any items.

Return Address: 

Hong Kong Hu Shuai International Limited

Flat 1601 16/F Workingport Commercial Bldg

NO.3 Hau Fook ST

Tsim Sha Tsui KL Hong Kong