The following rules regulate the procedure for returning our products ("return policy"):
This return policy applies to products acquired from Supertoys Supertoys ("we", "us" or “our"), whether purchased via our website or directly from us. Items obtained from Supertoys Supertoys must strictly follow these return guidelines for any returns to be accepted by us.
Products only qualify for return and replacement if they arrive damaged or defective upon delivery. Refunds or exchanges for company credit are not offered under any circumstance.
Return Policy for Customized Products
Our products are made-to-order and cannot be canceled once production started. This includes the production of prints. Damaged or defective items will be replaced within the standard production timeframe required for reordering and manufacturing the same product.
It is important to inspect products for any damage immediately upon delivery. Should any damage or defect be noticed, prompt contact with us is necessary to file a report. Damages incurred during transit and delivery must be reported within 48 hours from the delivery time.
To qualify for a replacement product due to such claims, contact with us must be made no later than 48 hours from the delivery time. Products must be returned to us with the original shipping box, packing materials, and a copy of the shipping invoice.
Upon receiving your returned product, we will inspect all items returned as damaged or defective. A determination, at our discretion, will be made whether the claimed damage or defect existed during the original delivery. If no fault is found with the returned products, you'll be informed that the returned product cannot be accepted, and the products will be re-delivered to you at your expense.
We will not accept products that, in our judgment, have been used, altered, or damaged by you or a third party for which we are not responsible. We hold no responsibility in case returned merchandise is lost, stolen, or mishandled.
We retain the discretion to decline product replacements for any item that does not fully comply with the stipulated requirements.
Shipping charges are non-refundable. However, if approved, replacement products will be shipped free of charge, except in cases where expedited shipping is requested.
Amendments to Orders
Production begins shortly after orders are placed. Therefore, modifications to your order are possible only if manufacturing hasn't commenced. Once your order is confirmed, any requests for subsequent changes must be submitted in writing. There's no assurance that the requested change can be accommodated. Any approved amendments will incur additional costs.
Return Policy for In-Stock Products
For products in stock, we offer a 14-day return policy, allowing you 14 days after receipt to request a return.
To qualify for a return, the item must be in the same condition as received, in the original packaging. A receipt or proof of purchase is also required. For inquiries, contact us at info@supertoyssupertoys.com. Please note, we reserve the right to modify the 'Return & Refund Policy' without prior notice. Dutch law applies in legal matters unless stated otherwise.
To initiate a return, reach out to us at info@supertoyssupertoys.com. If your return is accepted, we'll provide a return shipping label and instructions for the shipping process. Return shipment costs are the responsibility of the buyer. Items sent without a prior return request will not be accepted. For any return queries, contact us at info@supertoyssupertoys.com.
Exchanges
Unfortunately, we cannot accommodate exchanges for any items sold on our website or bought directly from us.
Refunds
Upon receiving and inspecting your return, we'll notify you regarding the approval of the refund. If approved, the refund will be automatically processed through your original payment method. Kindly note that processing and posting the refund by your bank or credit card company may take some time.