Refund policy

At KWtoyszone, we want you to enjoy your purchases. Please review our return and refund policy below before placing an order.

1. Return Eligibility

Our return and refund policy covers items that arrive defective or are damaged during transit. Please contact us within 14 days of receiving your order to report an issue.

We do not accept returns or offer refunds for change-of-mind purchases, including situations where an item is no longer wanted or does not meet personal preferences, unless otherwise required by applicable law.

2. Damaged or Defective Items

If an item arrives damaged or defective, please email info@kwtoyszone.com within 14 days of receiving your order.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photographs showing the damaged or defective item and, where relevant, its packaging

Our team will review your request and contact you with the next steps. Please do not send an item back before receiving return instructions from us.

3. Replacements and Refunds

Once we review and confirm an eligible claim, we will arrange a replacement if the item is available. If a replacement is unavailable, we will refund the purchase price of the affected item.

Refunds will be issued to the original payment method where possible. Your financial institution may require additional time to process the refund after it has been issued.

4. Incorrect Items

If you receive an item different from the one you ordered, please email info@kwtoyszone.com within 14 days of delivery. Include your order number and photographs of the item received so we can investigate and arrange an appropriate resolution.

5. Lost, Missing or Stolen Packages

If your order has not arrived, or tracking shows it was delivered but you cannot locate it, please contact us at info@kwtoyszone.com.

We will review the tracking information and work with the shipping carrier to investigate the delivery. We may ask you to confirm your shipping address and check with household members, building management or the designated delivery location.

We will review each case based on the available information and applicable consumer protection requirements.

6. Contact Us

For return, refund or delivery enquiries, please contact:

Email: info@kwtoyszone.com

Please include your order number so we can assist you more efficiently.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.