Refund policy
By placing an order, you confirm that you have read, understood, and accepted the following policy.
Returns are not applicable because we would like the customer to keep the item as a present from our store.
The procedure for getting refund or exchange:
Fill in our Request Form and please wait for #Authorization from our Customer Support Team. You must provide all the requested information, especially attaching some photos of the received parcel, in the Request Form so that our Customer Support can check the specific problem of your order.
After we have checked and approved your Request Form, we will process it and issue a refund for the full purchase price (less the cost of shipping) to your original form of payment. Refunds are generally processed within 5-7 business days from the day we receive your package. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you havenāt received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time (2-5 business days) before a refund is posted.
If youāve done all of this and you still have not received your refund yet, please contact us at hotro@kalotoys.vn
*Note: Only defective products in manufacture, packaging, and delivery are the responsibility of Kalotoys. Problems emerging during use as a result of non-compliance with instructions or customer faults, whether unintentional or intentional, are not covered by Kalotoys's Return & Refund Policy.
Please refer to these detailed situations for applicable refund/ exchange:
Personalized Products
1. Unused Products
- Don't like the products: Unaccepted
- Defective on arrival: Exchange a new item for free or 100% refund; don't need to return the item
- After 90 days of unused: Unaccepted
2. Used Products
- Don't like the products: Unaccepted
- Defective after 7 days of using: Exchange a new item for free or 100% refund; don't need to return the item
- Defective within 8-90 days:Ā PurchasingĀ a new item with discount 30%
- Defective Within 91-365 days: Unaccepted
Non-personalized products
1. Unused Products
- Don't like the products: Unaccepted
- Defective on arrival: Exchange a new item for free or 100% refund; don't need to return the item
- After 90 days of unused: Unaccepted
2. Used Products
- Don't like the products: Unaccepted
- Defective after 7 days of using: Exchange a new item for free or 100% refund; don't need to return the item
- Defective within 8-90 days: PurchasingĀ a new item with discount 30%
- Defective Within 91-365 days: Unaccepted
