Effective date: 11 July 2026
Seller: Toy City is operated by Individual Entrepreneur / FOP Yang Dongzhi, tax number 3067124699.
1. General policy
We want every Toy City order to arrive safely and bring joy. If something is wrong with your order, please contact us as soon as possible and we will help with an exchange, return, or warranty case in accordance with Ukrainian consumer protection rules.
2. Return and exchange period
You may request a return or exchange within 14 calendar days after receiving the product, provided that the product has not been used and keeps its commercial appearance, consumer properties, factory packaging, labels, accessories, and proof of purchase.
3. Products that can be returned or exchanged
- the product was not used or damaged by the customer;
- all parts, accessories, instructions, labels, and packaging are preserved;
- the product is complete and suitable for resale;
- the customer provides order details or proof of purchase.
4. Products that cannot be returned or exchanged
Some goods may not be accepted for return if they were used, damaged after delivery, lost their original packaging or completeness, or belong to categories restricted by Ukrainian law for hygiene or safety reasons. If a specific toy, accessory, or children’s product is non-returnable, we will state this on the product page or during order confirmation where applicable.
5. Damaged, defective, or incorrect items
If you received a damaged, defective, incomplete, or incorrect item, please contact us within 24 hours after delivery where possible. Include your order number, photos/video of the product and packaging, and a short description of the issue.
6. Return delivery costs
If the return or exchange is caused by our mistake or a confirmed product defect, Toy City covers or compensates reasonable return delivery costs. If the customer returns a good-quality product by personal choice, the customer usually pays the return delivery cost.
7. Refunds
After we receive and inspect the returned product, approved refunds are processed to the original payment method where technically possible. Refund timing may depend on the payment provider and bank processing times.
8. How to request a return or exchange
Email us at support@toycity.com.ua or call +380 99 713 65 72. Include your order number, contact details, and the reason for return or exchange.
9. Important notes for toys
Please inspect toys before giving them to children. Keep packaging and documents until you are sure the item is suitable. Follow age recommendations and safety instructions printed by the manufacturer.