Return & Refund Policy

30-day return window

You can return most items within 30 days of delivery for a refund or exchange. To be eligible, the item must be unused, in its original condition and in its original packaging with all accessories, manuals and cables included.

Damaged, defective or wrong items

If your toy arrives damaged, does not work as described, or you received the wrong item, email us within 48 hours of delivery with your order number and a photo or short video of the issue. We will send a free replacement or a full refund, including any return shipping cost. We may ask you to return the item using a prepaid label we provide.

Items that cannot be returned

• Items returned more than 30 days after delivery.
• Used items showing signs of wear, or items with missing parts or packaging (unless faulty).
• Items damaged by misuse, water, drops or unauthorised modification.
• Gift cards and clearance items marked as final sale.

How to start a return

• Step 1: Email hello@aitoysz.com with your order number and the reason for the return. Please do not ship anything back before hearing from us.
• Step 2: We reply within 24 hours with a return authorisation and the return address (or a prepaid label for faulty items).
• Step 3: Pack the item securely in its original packaging and ship it within 14 days of receiving your authorisation. Keep your proof of postage.
• Step 4: Once we receive and inspect the item, we approve your refund or exchange within 3 business days.

Return shipping costs

Return shipping is free for damaged, defective or incorrect items. For change-of-mind returns, the customer covers the cost of return shipping. We recommend a tracked service — we cannot refund items that are lost on the way back to us.

Refunds

Approved refunds are issued to your original payment method within 3 business days of approval. Depending on your bank or card issuer, it can take a further 5–10 business days for the refund to appear on your statement. We refund the full purchase price of the item. If a change-of-mind return arrives used or incomplete, we may issue a partial refund.

Card, Apple Pay, Google Pay and Amazon Pay

The refund goes back to the card or wallet you paid with. Wallet refunds appear on the underlying card statement.

Affirm, Klarna and Cash App Afterpay

We send the refund to the provider, who cancels or reduces your remaining instalments and returns any amount you have already paid, usually within 5–10 business days. Your instalment schedule updates automatically in the provider’s app.

Exchanges

Want a different colour or model? Tell us when you request your return and we will ship the replacement as soon as your return is on its way back, so your kid is not waiting.

Cancellations

You can cancel an order for a full refund at any time before it is dispatched. Email us as soon as possible with your order number. Once an order has shipped, it falls under the return process above.

Late or missing refunds

If you have not received a refund 10 business days after our approval email, first check with your bank or card issuer, as processing times vary. If it still has not arrived, email us and we will trace it with our payment processor.

Questions?