Refund policy
Return & Refund Policy
Eligible items purchased from Toy Hiro may be returned within 30 days of delivery, subject to the conditions below.
How to Make a Return
- Request a return. Log in to your account, select the order and item(s), choose a return reason, and click Request return. You can also reach us through our Contact Us page.
- Send it back. Ship the approved item(s) to us with your order number and packing slip inside the package.
- Receive your refund. Most returns are processed within one week of receipt, and we will email you when your refund is issued.
Return Eligibility
An item is not eligible for return if more than 30 days have passed since delivery; it has been used, worn, altered, or changed from its original condition; it was damaged after delivery; or it is missing original packaging, accessories, tags, or included materials.
Non-Returnable Items
The following items cannot be returned, even if unopened where noted, for hygiene and safety reasons:
- Trading-card products, booster packs, blind boxes and mystery packs, and sealed collectibles once the factory seal is broken.
- Puzzles, games, or kits that are missing pieces, and model kits that have been assembled, painted, or glued.
- Paints, adhesives, and other consumables once opened.
Restocking Fees
There is no restocking fee on unopened, unused items returned in their original condition. A 20% restocking fee applies only to (a) returnable items that have been opened, or (b) returns of 6 or more of the same item, including multiple sizes of the same item.
Return Shipping
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or was not the item you ordered. Original shipping charges are nonrefundable.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or incorrect, contact us within 10 business days of delivery through our Contact Us page. We may ask for photos.
Undeliverable or Refused Packages
Packages returned to us as undeliverable or refused may be subject to the actual shipping costs incurred and the restocking fee above.
Exchanges
We do not process direct exchanges. Please place a new order and return the original item using the process above.
Refund Processing Time
Returns are normally processed within one week after we receive them. Your bank or payment provider may need additional time to post the credit.