Refund policy

Return/Exchange and Refund Policy

Effective Date: September 1, 2026

At Toysbuild, your satisfaction is our top priority. Please see the following return and refund policy for all Toysbuild toy refund and return/exchange information. If you are not completely satisfied with your purchase, we are happy to assist you.

1. Returns

(Please note: Please keep the original packaging box for future return processing.)

(1) Non-Quality Issues
Applicable Scenarios: Non-quality issues such as buyer's personal preference, size deviation, wrong style ordered, or unwillingness to use.

You can initiate a return process within 15 days of receiving the toy. After 30 days, we will not accept returns.

(2) 🧾 Return Conditions

• Complete set of original materials, including all building blocks, individual packaging bags, instructions, stickers, base, original outer box, and order gifts, with no missing or discarded items.
• No irreversible alterations such as modification, painting, cutting, or pasting; no signs of violent assembly or human damage.

(3) 🚫 Non-Returnable Items

• Items that have been largely assembled, cannot be disassembled and restored, have misaligned, missing, or worn parts, affecting resale, will not be returned without a reason.
• Items with missing or severely damaged original packaging, instructions, or accessory packs, or incomplete materials, will not be eligible for return without a reason.
• Custom engravings, exclusive color schemes, custom patterns, and opened limited-edition collaborations are non-returnable.

After returning the item, please send us the tracking number. Upon receiving your return, we will replace it with a new product or issue a refund. Processing time is 5-10 business days. If the returned item does not meet the above requirements, we will not accept the return and will immediately ship the item back to you while notifying you. Please note that unauthorized returns may incur a relisting fee.

Full refund; buyer is responsible for return shipping costs.

Before initiating the return process, customers must contact support@toysbuild.com to obtain return approval. We will not accept returns without TOYSBUILD's permission.

2. After-sales Policy for Quality Issues (Seller's Responsibility)
Applicable Scenarios: Non-human-caused quality issues such as manufacturing defects, defective parts, missing or incorrect items, damage during logistics transportation, and incorrect styles or specifications.

(1) Scope of Acceptable Quality Issues

• Accessory Issues: Missing parts, incorrect parts, broken parts, deformed parts, loose clips, mismatched fit, unable to be assembled and used normally.
• Appearance and Craftsmanship Issues: Paint peeling, severe color difference, oil stains, bubbles, large-area scratches, dirt, and defects on the front that affect normal use and appearance.
• Shipping and Logistics Issues: Incorrect style/specification sent, missing parts from the factory, or damage to parts due to compression during transportation.
• 4. Structural Failures: Loose assembly of blocks, structural design defects, or incorrect part matching, preventing normal assembly.
• Within 15 days of receiving the goods: Full refund, no return shipping or handling fees required; or the buyer can exchange for another toy without additional return shipping costs.

(2) After-sales Service Timeline for Quality Issues:

• Quality issues within 15 days of receipt: Unconditional support for replacement, exchange, and full/partial refund.
• Within the 15-90 day warranty period: Only free replacement of parts and repair of workmanship issues are supported; no-reason returns and refunds are supported, except for major factory quality issues.
• Hidden factory defects or parts mismatch issues discovered in assembled finished products can still be reported for after-sales service, regardless of the assembly status.
• The TOYSBUILD team will carefully inspect returned/exchanged products. If the toy has no quality issues, but any damage is intentional, we will still charge return shipping costs.

3. Exchanges

Please contact us before initiating the exchange process: support@toysbuild.com.

Exchange shipping costs are negotiable.

Notice: If your return or exchange request is approved by TOYSBUILD, you may receive a new product or a refund.

4. Order Cancellation

We will process your unshipped orders as soon as possible.

Shipped orders (where you have received a tracking number) cannot be changed or cancelled. For returns and refunds, please refer to our return policy for return terms and instructions.

Early Cancellation Fee: If you request cancellation before the item ships (i.e., after we have charged your credit/debit card or PayPal account), we will deduct 5% from your refund as a merchant card processing fee. This fee is non-refundable in the cancellation refund.

For any questions, please feel free to contact us:
📧 Email: support@toysbuild.com