Return, Refund and Exchange Policy

Return, Refund and Exchange Policy

This Return, Refund and Exchange Policy applies to purchases from VD TOY SUPPLIES SDN. BHD (202601037233 (1699328-D)) through vdtoysupplies.com. Our store sells non-copyrighted toys, games, educational toys, pretend-play items, and outdoor or sports toys.

Return Request Period

Customers must contact us within 24 hours after receiving the item if there is a wrong item, missing item, manufacturing defect, or damage on arrival. Requests made after this period may not be accepted unless required by applicable law.

Eligible Cases

Returns, refunds, or exchanges may be considered when the received product is materially different from the order, arrives damaged, has a clear manufacturing defect, or cannot be used as intended due to a fault not caused by customer handling.

Items Not Eligible

We may decline requests involving used, altered, washed, assembled, or intentionally damaged items; missing packaging, manuals, accessories, or parts; normal wear and tear; minor colour differences caused by screen display; change-of-mind purchases; or damage caused by misuse, unsafe play, improper storage, or failure to follow product guidance.

Toy Safety And Condition

For toys and games, returned items should be complete, clean, and in the same condition as received, including all parts, cards, blocks, balls, accessories, packaging, and instructions where supplied. Items with hygiene concerns, missing parts, or signs of extended play may not be accepted.

Evidence Required

Customers should provide the order number, clear photos or videos of the parcel, product, packaging, defect, damage, and all included parts. We may request additional evidence before approving a return, refund, or exchange.

Return Shipping

Return shipping arrangements will depend on the approved reason for return. If the issue is caused by our fulfilment error or confirmed product fault, we will advise the appropriate return or exchange process. If a request is not caused by our error, shipping fees may remain the customer’s responsibility.

Refund Processing

Approved refunds are processed after the returned item is received and inspected, unless we confirm that return is not required. Refund timing may vary depending on the payment method, bank, or payment provider.

Contact

To request return, refund, or exchange support, contact vdtoysupplies@outlook.com. Our business address is 15-02, JALAN KOTA 2/5, KAWASAN PERINDUSTRIAN KOTA PUTERI, 81750 MASAI, JOHOR.