1. Final Sale Policy

• All sales are final for change‑of‑mind, personal preference or sizing issues.
• This includes unopened, sealed or unused products—no returns or refunds will be accepted for these reasons.
• You are encouraged to review product descriptions, dimensions and FAQs before ordering; our Customer Care team is happy to answer any questions at support@yolovetoys.com.

 

2. Order Changes & Cancellations

• Before dispatch: Contact us immediately with your order number; we’ll do our best to modify or cancel your order.
• Cancellation fee: A 30 % fee applies to cover restocking and processing. Shipping charges will be refunded if the order has not shipped.
• After dispatch: Orders in transit cannot be cancelled or altered.

 

3. Wrong Item Received

• If we ship an incorrect item, do not open the package.
• Photograph the sealed package and contents, then email us within 7 days of delivery at supports@yolovetoys.com with your order number and photos.
• We will arrange for the correct item to be sent and provide a return solution for the incorrect item.

 

4. Faulty or Defective Products

At YOLOVE Toys, we are committed to providing high-quality products. If you encounter a faulty or defective item, please follow the steps below:

Step 1: Initial Troubleshooting

Before contacting us, please:

• Ensure batteries are correctly inserted and fully charged.
• Refer to the product manual for proper usage instructions.
• Verify that all components are assembled as per the guidelines.

Step 2: Contact Customer Support

If the issue persists after troubleshooting:

• Report Physical Damage: If the product has visible damage upon arrival (e.g., cracks, dents), please email us at support@yolovetoys.com within 7 days of receipt. Include:
  • Your order number
  • A detailed description of the issue
  • Clear photos or videos showing the damage

• Report Functional Issues: If the product is not functioning correctly upon first use, please email us at support@yolovetoys.com within 7 days of receipt. Include:
  • Your order number
  • A detailed description of the issue
  • A video demonstrating the problem during attempted use

Providing this information will help us assess the issue promptly and determine the appropriate resolution.

Step 3: Inspection and Resolution

Upon receiving your report, our customer support team will review the provided information and assess the reported issue. This evaluation helps us determine the appropriate course of action.

If the return is approved:

• We will send a replacement of the same model.
• If the exact item is unavailable, a store credit equal to the purchase price will be issued.
• Refunds are not provided; only exchanges or store credit are offered.

 

5. Out-of-Stock Items in Multi-Product Orders

We strive to ensure all products listed on our website are available for dispatch. However, in rare cases where your order includes multiple items and one or more are out of stock, we will follow this process:

• Priority Contact: Our Customer Care team will contact you via email or messaging (if applicable) to offer a suitable replacement for the unavailable item(s).

• No Response Received: If we do not receive a reply within 48 hours, we will make a second attempt to reach out.
      If there is still no response within the next 48 hours, the out-of-stock item(s) will be automatically refunded, and the remaining available items will be shipped as scheduled.

• Out-of-Stock Free Gift: If the unavailable item is a free gift, a discount code will be issued instead, which you can apply to a future purchase.

This policy ensures minimal disruption to your order while maintaining a smooth and transparent experience. For any concerns, please contact us at support@yolovetoys.com.