Return & Refund Policy – ZigToys

Last updated: October 3, 2026

In this policy, “ZigToys,” “we,” “us,” and “our” refer to the seller operating the ZigToys store.

This policy applies to purchases made directly from ZigToys. It does not exclude or limit your rights under applicable consumer protection law.

1. Our 28-Day Return Policy

You may request a return for an eligible item within 28 calendar days after delivery.

To start a return, email support@zigtoys.com within this period. After notifying us, please send the item back within 28 calendar days, following the return instructions we provide.

The first 28-day period is the deadline for notifying us that you wish to return an item. The separate 28-day period is the time allowed to send it back after your notification.

Eligible returns are free. ZigToys covers return shipping costs and does not charge return handling, restocking, or refund processing fees.

Our voluntary return policy does not limit your legal rights regarding faulty, damaged, incorrect, or misdescribed products. Where statutory cancellation rights apply, those rights take precedence over our voluntary return conditions.

2. Return Conditions

For a return under our voluntary change-of-mind policy, items should:

• Be unused and free from damage caused after delivery.

• Include all original parts, accessories, instructions, and other components supplied with the product.

• Include their original tags, where applicable.

• Be accompanied by an order number, order confirmation, or other reasonable proof of purchase.

You may carefully inspect an item as you would in a store. Extended play, assembly, or use beyond what is reasonably necessary to inspect the product may affect eligibility under our voluntary policy.

Please use the original packaging where possible, or suitable protective packaging. Missing original packaging does not automatically invalidate a statutory return or a claim concerning a faulty product.

Where legally permitted, a refund may be reduced only to reflect an actual loss in value caused by handling beyond what is necessary to inspect the item. Any such deduction will be explained and is not a return handling, restocking, or refund processing fee.

3. How to Request a Return

Email support@zigtoys.com with:

• Your order number and the name used for the purchase.

• The item or items you wish to return.

• Whether you are returning an unwanted item or reporting a problem.

• A description of any damage, defect, missing components, or incorrect item, with clear photos where reasonably possible.

You do not need to provide a reason when exercising a statutory right to cancel.

Please contact us before shipping so we can provide the correct return location and a prepaid return method or postage reimbursement instructions. The sender’s details on your parcel may not identify the correct return location.

Our approval is not a condition for exercising a statutory cancellation right. A clear cancellation notice submitted within the applicable deadline is sufficient to notify us of your decision.

For additional assistance, you may also contact help@zigtoys.com.

4. Items Excluded from Change-of-Mind Returns

To the extent permitted by law, the following are excluded from our voluntary change-of-mind return policy:

• Products made to your individual specifications or clearly personalized, such as items bearing a custom name or message.

• Perishable products or goods that deteriorate or expire rapidly.

• Sealed products unsuitable for return for health protection or hygiene reasons, once their protective seal has been broken after delivery.

• Gift cards, except where cancellation, reimbursement, or cash redemption is required by law.

• Items clearly identified as Final Sale before purchase, where this restriction is legally permitted.

A standard product is not automatically considered personalized simply because it is made or printed after an order is placed.

Discounted or clearance items are not automatically excluded from returns. A Final Sale label does not override a statutory cancellation right.

Opening ordinary toy packaging does not, by itself, make a product a hygiene item or remove a statutory cancellation right.

These exclusions do not remove your legal rights if a product is faulty, damaged, incorrect, incomplete, or not as described.

5. Free Return Shipping

ZigToys covers return shipping costs for eligible returns, including change-of-mind returns and returns involving faulty, damaged, incorrect, incomplete, or misdescribed products.

We will provide a prepaid return method or arrange reimbursement of reasonable return postage according to our instructions.

Please contact support@zigtoys.com before arranging postage so we can explain the return method and any reimbursement arrangements.

Follow our return instructions and keep proof of postage until your return has been resolved. Where we provide a shipping label, please use that label.

For international returns, follow any customs instructions supplied with your return details. ZigToys will arrange or cover necessary return shipping and return-related customs charges when you follow our instructions.

Import duties or taxes paid directly to a customs authority or third party when you originally received the order may need to be reclaimed from that organization, subject to applicable law. These are separate from the free return service provided by ZigToys.

6. No Return or Restocking Fees

We do not charge:

• Return shipping fees for eligible returns.

• Return handling fees.

• Restocking fees.

• Refund processing fees.

These terms apply to eligible returns under our voluntary policy and returns made under applicable statutory rights.

A legally permitted deduction for actual diminished value, as explained in Section 2, is separate from a return fee. No automatic percentage-based deduction applies.

7. Refunds

Once we receive your return, we will inspect it and email you the outcome.

For returns under our voluntary policy, eligible refunds will be issued within 5–10 business days after we receive the returned item. Any shorter mandatory legal deadline takes precedence.

Refunds will be made to the original payment method unless you expressly agree to another method permitted by law. We will not require you to accept store credit instead of a refund to which you are legally entitled.

Your refund will reflect the amount actually paid for the returned item, including refundable taxes. We will not deduct return shipping, return handling, restocking, or refund processing fees.

Original delivery charges are generally non-refundable for voluntary change-of-mind returns, except where required by law. Free return shipping does not automatically mean that the original delivery charge is refundable.

Where a refund is due because an item is faulty, damaged, incorrect, incomplete, or misdescribed, we will also refund the delivery charges attributable to that item as required by applicable law.

Your bank or payment provider may require additional time to display the refund after we issue it.

8. EU and UK Statutory Cancellation Rights

Our voluntary 28-day return policy is additional to your statutory rights.

Where EU or UK distance-selling law applies, you generally have 14 calendar days after receipt to cancel an eligible online purchase without giving a reason. For goods delivered separately in one order, the period generally starts when the last item is received. Longer periods required by law remain available.

Notify us by a clear statement sent to support@zigtoys.com. Prior approval is not required.

The statutory return deadline is generally 14 calendar days after cancellation. ZigToys extends this send-back period to 28 calendar days.

For a valid statutory cancellation, we will reimburse you within 14 calendar days after your cancellation notice, subject to lawful withholding until we receive the goods or evidence of dispatch, whichever occurs first, unless we arrange collection.

For cancellation of an entire order, the refund includes standard delivery costs, but generally excludes the extra cost of an upgraded delivery service.

ZigToys covers return shipping costs. No return handling, restocking, or refund processing fee applies.

Any deduction for diminished value applies only where legally permitted and justified by handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning.

Legally recognized exceptions may apply. After statutory cancellation rights expire, eligible returns remain available under our voluntary 28-day policy.

9. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your order after delivery and contact support@zigtoys.com promptly if an item is damaged, defective, incomplete, incorrect, or not as described.

We encourage you to report visible delivery damage, missing components, or an incorrect item within 48 hours, where possible, to help us investigate quickly. This is a recommended reporting period, not a deadline that removes your legal rights.

We may request photos, a description of the problem, or an inspection to assess the issue.

Depending on the circumstances and your rights under applicable law, we will arrange an appropriate remedy, such as supplying missing components, repair, replacement, price reduction, or refund, at no charge where required.

If a return is necessary, ZigToys will cover the return shipping costs. No return handling, restocking, or refund processing fee will apply.

If a toy appears damaged or unsafe, stop using it and keep it out of children’s reach while you contact us.

10. Exchanges

For a different model, color, or variant, please request an eligible free return under this policy and place a new order for the item you prefer.

We do not charge a return or restocking fee for the eligible returned item. The price and any original shipping charge for your new order will be shown at checkout.

For faulty, damaged, incomplete, or incorrect items, contact us so we can arrange the appropriate remedy. A replacement will not be imposed where you are legally entitled to choose a refund.

11. Late or Missing Refunds

If you have received our refund confirmation but the funds have not appeared, check with your bank or payment provider.

If you still need assistance, email support@zigtoys.com with your order number. We will help check the refund status and provide any available transaction reference.

You may also contact help@zigtoys.com for additional assistance.

12. Contact Us

ZigToys Support Team

For return requests, refunds, damaged items, missing components, or order-related questions:
support@zigtoys.com

For additional help and general assistance:
help@zigtoys.com