CiaoToy Refund & Return Policy

Effective Date: July 1, 2025
Last Updated: September 23, 2025

 

CiaoToy (“we,” “our,” or “the Platform”) is jointly operated by CIAOTOY (HONGKONG) TECHNOLOGY CO., LIMITED and CiaoToy LLC. We value your satisfaction and strive to provide a transparent refund and return process. Please review the following policy carefully.

 

1. General Provisions

- All products sold on CiaoToy are subject to this Refund & Return Policy.

- By placing an order, you agree to comply with the terms outlined below.

- CiaoToy reserves the right to update this policy at any time without prior notice.

 

2. Eligible Refund & Return Situations

Refunds and/or returns are accepted in the following cases:

1. Product Defect or Damage:

- The product is damaged during shipping.

- The product has quality defects affecting normal use.

2. Wrong Product Delivered:

- The product model, color, or size does not match your order.

3. Missing Items:

- Part of the order is missing upon delivery, verified by customer service.

4. Other Valid Reasons:

- As agreed upon with CiaoToy customer service under special circumstances.

Note: Claims must be submitted within 7 days from the date of delivery.

 

3. Non-Refundable and Non-Returnable Situations

We do not accept returns or refunds in the following cases:

- Change of mind after purchase.

- Incorrect size, color, or preference chosen by the customer.

- Products that have been used, washed, or damaged due to personal reasons.

- Customized, personalized, or made-to-order items.

- Products marked as “Final Sale” or “Non-Refundable.”

 

4. How to Request a Refund or Return

1. Contact Customer Support

- Email: app@ciaotoy.com

- Provide order number, product name, and reason for return/refund.

- Attach clear photos or videos showing the issue.

2. Wait for Approval

- We will review your request within 3–5 business days.

- If approved, we will send return instructions and shipping details.

3. Return the Product

- Ship the item in original packaging, including all accessories, labels, and manuals.

- Use a trackable shipping method if possible.

- Return shipping costs are borne by the customer unless the product is defective or incorrect.

 

5. Refund Timeline and Method

1. Once the returned product is received and inspected:

- Approved refunds will be processed within 7–14 business days.

- Refunds will be issued to the original payment method (credit card, PayPal, etc.).

- Refund timing depends on your bank or payment provider.

2. If inspection shows signs of misuse, damage, or missing parts, CiaoToy reserves the right to deny the refund.

 

6. Important Notes

- Refund amounts cover only the product price and applicable taxes. Shipping fees, customs duties, or other charges are generally non-refundable.

- If the order was purchased using promotional discounts or vouchers, refunded amounts will reflect the discounted value.

- Please do not return items without prior approval; unauthorized returns may not be processed.

 

7. Contact Information

For all refund and return inquiries:

- Email: app@ciaotoy.com