Return & Refund Policy
We genuinely care about your satisfaction and want to ensure you have a positive experience with us. Our return and refund policy is designed to provide you with peace of mind and address any concerns you may have. Please take a moment to review the following information.
30-Day Replacement/Refund Policy:
We understand that sometimes your purchase may not meet your expectations. Therefore, we offer a 30-day window for replacement or refund requests. If it has been more than 30 days since your purchase, we regret that we cannot offer you a replacement or refund.
Quality Guarantee:
We take pride in the quality of our products and the craftsmanship we put into each one. If you encounter any defects or errors on our part, we will gladly provide a replacement at no additional charge to you.
Customized Products:
Please be aware that our products are customized and manufactured based on market demand. As a result, they may not always be readily available. Additionally, please note that the colors of the actual items may slightly differ from the images advertised due to lighting conditions during photography or variations in monitor displays. We kindly request your understanding and allow for a 20% difference between the advertised images and the actual item received.
Refunds (if applicable):
Your satisfaction is our top priority, and we are committed to offering you the best products possible. We will gladly replace your order for any of the following reasons:
- The product is flawed.
- The print quality is poor.
- The product you received is different from the product originally represented on our site.
To initiate a refund request, please email us at info@fivestartoy.com. Include a photo of the product you received along with detailed shots highlighting the issues you wish to address. Our customer service team will thoroughly review your claim, and if approved, we will provide you with a free replacement.
For any other requests, please email us at info@fivestartoy.com. Our dedicated customer service team will carefully assess your claim, and if approved, we will provide you with a return address.
Please note that customers are responsible for the shipping fees associated with returns and exchanges. Once we receive your return, please allow 3-5 business days for the refund to appear in your account. Please be aware that unauthorized returns or returns of washed, worn, or damaged items will not be eligible for a refund or replacement, and the item will be forfeited.
Late or Missing Refunds (if applicable):
If you have not yet received your refund, we recommend checking your bank account first. Then, contact your credit card company, as there may be some processing time before the refund is officially posted. If you have followed these steps and still have not received your refund, please contact us at info@fivestartoy.com, and we will assist you further.
Sale Items (if applicable):
Please note that only regular-priced items are eligible for refunds. Unfortunately, sale items cannot be refunded.
Exchanges (if applicable):
We understand that sometimes items may be defective or damaged due to our faults in production and shipping. In such cases, we are happy to replace the item for you. If you need to exchange an item for the same one, please send us an email at info@fivestartoy.com. Our customer service team will review your claim, and if approved, we will provide you with a return address.
Required Evidence for Replacement:
To ensure a smooth return and replacement process, it is important to provide all the necessary evidence related to shipping or product errors. Please note that all required pictures must be submitted; otherwise, we will be unable to process your return or replacement.
Wrong Product Shipped:
If you received the wrong product, please send us the following pictures as proof:
- Picture of the wrong item you received.
- Picture of the shipping label.
Broken/Damaged Items:
If your item arrived broken or damaged, please provide us with the following pictures as proof:
- Picture of the broken item.
- Picture of the shipping label.
Cancellations:
We understand that circumstances may change, and you may need to cancel or modify your purchase. If you wish to do so, please email us at info@fivestartoy.com, and include your order number and the specific modification you would like to make. We will confirm the modification or cancellation once it has been processed.
Please note that you can only cancel or modify your order within 24 hours of placing it. However, if it has already been shipped, the cancellation may not be possible.
NOTE: By making a purchase, you acknowledge and accept all the terms mentioned above. We appreciate your understanding and look forward to providing you with exceptional service and high-quality products.
