At Teny Toys we want every child to enjoy their toy. If something is not right with your order, we are happy to help with a return or exchange under the conditions below.
Return & Exchange Window
Return or exchange requests must be made within 7 days of the parcel being delivered. Requests received after 7 days of delivery will not be accepted.
Unboxing Video is Mandatory
Please record a clear, uncut video while opening your parcel. The video must start before the parcel seal is opened and show the shipping label, the package and the product clearly.
Without a parcel-opening (unboxing) video, no claim for return, exchange, damaged, missing or wrong item will be accepted.
Eligible Cases
- Product received damaged or broken
- Wrong product, colour or variant received
- Missing items or parts in the package
- Manufacturing defect found on first use
Conditions
- The product must be unused and in its original packaging with all tags, accessories and manuals
- Toys that have been used, washed, damaged by misuse or missing parts (not due to our error) cannot be returned
- Items bought on clearance or special sale may be exchange-only
How to Request a Return or Exchange
- Contact us within 7 days of delivery through our Contact Us page, WhatsApp or email
- Share your order number, photos of the product and your unboxing video
- Our team will review your request and confirm the next steps within 1–2 working days
- Once approved, send the product back as instructed. After we receive and inspect it, we will ship the replacement or issue your refund
Refunds
Approved refunds are processed within 5–7 working days after we receive and inspect the returned item. Refunds are made through the original payment method or bank transfer. Delivery charges are non-refundable unless the item was damaged, defective or wrong due to our mistake.
