Refund and Returns Policy

Quality Assurance

At FirstToy, we take pride in our quality control process to ensure that each shipment meets our standards before leaving the warehouse. If you receive a damaged or defective product, please follow the return and refund procedure outlined below.

Return Process

Return Timeframe: Return timeframes are eligible for requests made within 24 hours of the product being delivered.

Step 1: Contact our Customer Support team via email at info@firsttoy.com or through the WhatsApp icon on our website within 24 hours of receiving your order.

Step 2: Provide your order ID and describe the issue with the product.

Step 3: A complete video recording of the unboxing process from beginning to end is required for all claims.

Step 4: We do not offer pickup services. Please send the defective product back to us via courier.

Step 5: Refunds will be processed within 2-3 working days after we receive the returned item.

Note: Claims for damage to outer cardboard, tins, or courier covers are not accepted.

Cancellation Policy

Pre-Shipment Cancellation:

To cancel an order before it has been shipped, contact our Customer Support team as soon as possible. If approved, your cancellation will be processed, and a refund will be issued within 1-3 working days.

Post-Shipment Cancellation:

If you wish to cancel an order that has been shipped but not yet delivered, contact Customer Support. If approved, do not accept the delivery. Refunds will be issued once we receive and verify the returned product. Shipping costs are non-refundable.

Refund Timeline:

Credit/Debit Cards/Net Banking: Refunds will be processed to the original payment method within 24-48 business hours after we receive the returned product. Please allow an additional 2-3 business days for the amount to reflect in your account.

Non-Acceptable Returns

Returns are not accepted under the following conditions:

Requests made beyond 24 hours from delivery.
Products damaged due to use or not in their original condition.
Defective products not covered by the manufacturer’s warranty.
Consumable items that have been used or installed.
Products with tampered or missing serial numbers.
Items returned without original packaging, freebies, or accessories.
Returns based on personal preference (e.g., accidental order, change of mind).

Acceptable Returns

Returns are accepted for:

Items damaged or defective due to manufacturing issues.
Products that differ from what was ordered.
Incorrect quantities received.

To qualify for a return, the product must be in its original condition with all packaging and accessories included.

Refund Options

1. Store Credit:

We offer store credit for the refund amount, which can be used for future purchases. Our customer service team will provide you with a secure code via email.

2. Replacement:

You may choose to receive a replacement product if the original item is unrepairable or out of stock.

3. Money Refund:

For cases where defects are confirmed and a replacement is not feasible, a full refund will be issued if you do not wish to use store credit or select a replacement.

Reverse Pickup Policy

We cover reverse pickup charges for returns or replacements that comply with our policy. Additional charges apply for reverse pickups outside of our policy:

Up to 500g: Rs 50
500g – 1kg: Rs 100
1kg – 2kg: Rs 200
Every additional kg: Rs 100

Contact Us

For more information about our privacy practices, to ask questions, or to make a complaint, please contact us at:

Email: info@firsttoy.com
Phone: +91 95545 26007

Thank you for shopping with FirstToy. If you have any questions or need further assistance, please contact our Customer Support team.

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