Refund policy

Returns & Replacements Policy:

  1. Request for return or exchange must be made within 5 days of delivery.
  2. To initiate a return, contact us via email at customerservice@wetoytoy.com or on WhatsApp at +91 8197340033. Provide details of the issue along with pictures of defective items.
  3. No returns only replacement for major defects. No shipping charges will be deducted for defects from our end or transit damage.
  4. If a shipment is returned to us because it was uncollected by the customer (e.g., missed delivery attempts, incorrect address, refusal or any other reason), we incur charges for both shipping and return.
  5. For Re-shipping: If you wish for the order to be re-shipped, a ₹199 re-shipping fee will apply. Your order will be dispatched again only after this fee is paid.
  6. For Refunds: If you choose not to have the item re-shipped, a ₹199 deduction will be applied to your refund to cover our shipping and handling costs. Please ensure your address is accurate and monitor tracking to avoid these charges.
  7. Teethers and rattles are non-returnable and non-refundable due to hygiene reasons.
  8. Exchange process will involve picking up the existing order and refunding the amount. A new order can be placed separately.
  9. Refunds will be initiated within 48 hours for prepaid orders.
  10. Order cancellation must be requested before dispatch, with Minimum ₹180 will be deducted if the order is already dispatched.
  11. Customized products are made especially for you, so we do not accept returns on any customized items.

Payment Verification and Manual Transfer Policy

At weToyToy, all online purchases must be completed through our official checkout and payment gateway to ensure accurate order processing, payment reconciliation, and timely fulfilment.

Valid Payments

A website payment is considered valid only when:

  1. It is initiated through our official checkout process
  2. It is successfully captured and reflected in our payment gateway dashboard
  3. It is linked to a corresponding order ID generated on our website

Only such payments are eligible for order confirmation, shipment, refunds, or adjustments.

Manual UPI or Direct Transfers

Payments made by customers by:

  1. Manually transferring money to our UPI ID
  2. Scanning a QR code outside the checkout flow
  3. Entering a custom amount in a personal UPI payment 

are not considered order payments unless explicitly instructed by weToyToy in writing.

Such payments:

  • Do not automatically create an order
  • Are not linked to inventory, invoices, or shipment
  • Cannot be treated as proof of purchase

wetoytoy is not responsible for manual or unsolicited transfers made outside the checkout system.

Screenshots and Payment Proofs

Screenshots, bank app notifications, or UPI app confirmations provided by customers are not considered final proof of payment.

Payment confirmation is based solely on:

  • Successful settlement reflected in our payment gateway
  • Matching order records in our system

Disputed or Unverified Payments

In case a customer claims a payment that does not reflect in our payment gateway:

weToyToy will raise a verification request with the payment gateway
No refund, order fulfilment, or adjustment will be processed until verification is completed
Customers are advised to contact their bank or UPI service provider for further clarification

Partial COD Orders

For orders placed using Partial Cash on Delivery (COD):

  • 10% of the order value is collected in advance
  • The remaining amount, along with a ₹99 COD fee, is payable at the time of delivery

Refund Terms:

  • If the order is refused at delivery for any reason, the partial advance (10% of order value) will not be refunded
  • The COD fee (₹99), once applicable, is non-refundable
  • In case of returns, the COD fee (₹99) is non-refundable
  • Refunds, if applicable, will be processed only for the eligible product amount, excluding COD fee and any shipping charges

Refunds

Refunds are processed only for:

  • Payments successfully captured and reconciled against a valid order ID
  • In accordance with our Refund and Cancellation Policy
  • Payments that are not linked to an order or not reflected in our gateway are not eligible for refunds.

Final Authority

weToyToy's payment gateway and internal transaction records shall be the final authority for determining payment status.

Remember, your satisfaction is our priority! Contact us within 7 days for returns, exchanges, or refunds via phone or WhatsApp at +91 8197340033, or email us at customerservice@wetoytoy.com.