Refund and Return Policy

Last updated: 19 July 2026

At Ttoys, we want customers to receive products that are safe, satisfactory, and consistent with their confirmed orders.

This policy explains the conditions for returning, exchanging, or requesting a refund for products purchased from Ttoys.

1. Defective, Damaged, or Incorrect Products

A customer may request a replacement, return, or refund when a product:

Is defective.
Arrives damaged.
Does not conform to its advertised or confirmed specifications.
Is unsuitable for the purpose for which it was sold.
Is materially different from the ordered product.
Was supplied in the wrong quantity, colour, design, or model due to an error by Ttoys.

In accordance with applicable consumer protection requirements in Oman, eligible defective or non-conforming products may be returned or exchanged within 15 days from the date of receipt, provided that:

The customer presents proof of purchase.
The defect was not caused by misuse, accidental damage, improper storage, neglect, or failure to follow instructions.
The customer allows Ttoys a reasonable opportunity to inspect the product.

Depending on the circumstances and the customer’s applicable legal rights, Ttoys may offer:

A replacement.
A repair where appropriate.
A refund.
Another mutually agreed solution.

2. Reporting a Problem

Please inspect your order as soon as it is delivered.

Where possible, notify Ttoys within 48 hours if an item is damaged, missing, or incorrect. Early notification helps us investigate the issue with the delivery provider.

A failure to notify us within 48 hours does not remove any mandatory rights available to the customer under applicable law.

To submit a request, contact:

Phone or WhatsApp: +968 77103447

Please provide:

Your name.
Your order number or proof of purchase.
A description of the problem.
Clear photographs or videos of the product, packaging, and delivery label where applicable.
Your preferred resolution.

3. Change-of-Mind Returns

As an additional store service, Ttoys may accept a return or exchange of a standard, non-customized product within 7 days of receipt, subject to approval and all of the following conditions:

The product has not been used, assembled, washed, damaged, or altered.
The product is in resalable condition.
All original packaging, labels, manuals, accessories, gifts, and parts are included.
Any safety seal or protective packaging remains intact.
Proof of purchase is provided.

Change-of-mind returns are subject to product inspection and do not apply to excluded products listed below.

The customer is responsible for return delivery costs for an approved change-of-mind return unless Ttoys agrees otherwise.

Original delivery fees are generally non-refundable for change-of-mind returns.

4. Customized and Personalized Products

Customized, personalized, printed, engraved, assembled-to-order, or specially prepared products cannot be returned or refunded merely because the customer changed their mind.

This includes products customized with:

Names.
Dates.
Photos.
Logos.
Special messages.
Selected colours or themes.
Event details.
Customer-approved designs.
Special quantities or packaging.

A customized product remains eligible for an appropriate remedy if it is defective, damaged, incorrectly produced, or materially different from the details approved by the customer.

Minor variations in handmade arrangements, positioning, colour shades, or packaging are not considered defects when the overall product remains consistent with the approved design.

5. Products That Cannot Be Returned for Change of Mind

Unless defective or otherwise required by law, change-of-mind returns are not accepted for:

Customized or personalized products.
Products that have been used, damaged, washed, assembled, or altered.
Products with missing parts, accessories, labels, or packaging.
Opened products with hygiene, health, or safety considerations.
Opened craft materials, slime, putty, paints, liquids, cosmetics, or similar consumable products.
Batteries or products damaged by incorrect battery installation, leakage, charging, or electrical misuse.
Clearance or final-sale products clearly marked as non-returnable.
Gift cards or vouchers after use or partial use.
Products damaged through improper storage, exposure to water, excessive heat, impact, or neglect.

These exclusions do not apply where a product was originally defective or where applicable law requires a remedy.

6. Age Recommendations and Product Suitability

A return will not normally be accepted solely because a toy was selected for an unsuitable age group when the applicable age recommendation was clearly displayed before purchase.

Customers are responsible for reviewing product descriptions, measurements, age guidance, warnings, and required adult supervision before ordering.

This does not affect the customer’s rights if the product description was inaccurate or misleading.

7. Return Inspection

Returned products will be inspected before an exchange or refund is approved.

Ttoys may reject a return where:

The product is not the product originally supplied.
The product was damaged after delivery.
Parts, packaging, or accessories are missing.
The issue resulted from misuse or failure to follow instructions.
The return request is fraudulent or contains inaccurate information.
The product falls within a stated change-of-mind exclusion.

We will explain the reason if a return request is rejected.

8. Refund Method and Processing

Approved refunds will normally be issued through the original payment method.

Where the original method cannot be used, Ttoys may arrange another reasonable refund method after verifying the customer’s identity and payment details.

Processing time may vary depending on:

The payment provider.
The customer’s bank.
The method used to make the payment.
The time required to receive and inspect the returned product.

Ttoys is not responsible for delays caused solely by banks or payment-service providers after the refund has been submitted.

9. Delivery Charges

When a return results from a defect, damage, incorrect item, or error by Ttoys, reasonable return or replacement delivery costs will be covered by Ttoys.

For an approved change-of-mind return:

Return delivery costs are normally paid by the customer.
Original delivery charges are normally not refundable.
Any additional delivery fee for an exchange may be charged to the customer.

10. Cancelled Orders

A standard order may be cancelled before preparation or dispatch by contacting Ttoys.

Cancellation may not be possible after the order has been dispatched.

Customized orders cannot normally be cancelled after the customer approves the details or after printing, production, preparation, or assembly begins.

Where an eligible cancellation is approved, any refundable amount will be returned through the original payment method whenever possible.

11. Gifts

A gift recipient may contact Ttoys regarding a defective product, but proof of purchase or sufficient order information may be required.

Unless otherwise agreed, refunds will be returned to the original purchaser through the original payment method.

12. Your Legal Rights

This policy is intended to operate alongside the mandatory consumer rights available under the laws of the Sultanate of Oman.

Nothing in this policy limits or removes any right that cannot legally be excluded.

13. Contact Us

To request a return, exchange, or refund, contact:

Ttoys
Al-Mamoora, Bahla
Ad Dakhiliyah Governorate
Sultanate of Oman