We have a 30-day return policy, which means you have 30 days after the original purchase date to request a return/refund. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, undamaged, and in its original packaging.Please therefore ensure you use the original packaging to safely pack and return the parcel to us. 

You’ll also need the receipt or proof of purchase. 

We are pleased to offer refunds or exchanges on all items, excluding any item that is sold as a blind box item, unless it is unopened/damaged.

We do not refund the costs of postage, and the customer is responsible for the costs of returning the item at their own expense. Additionally, for returns that are not due to product quality issues, a fixed return fee of $2.90 will be charged.

To start a return, you can contact us at jotoys-ec@jotoys.net. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will be responsible for the shipping costs for returning items to us. 

Please provide the reason for the request for refund when you contact us.

You can always contact us for any return question at jotoys-ec@jotoys.net.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If the product has a quality issue, JOTOYS will cover the return shipping costs.

Exceptions / non-returnable items
We are pleased to offer refunds or exchanges on all items, excluding any item that is sold as a blind box item (including opened boxes), unless it is unopened/damaged.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.