Refund and Returns Policy

Last updated: 30 August 2025

At Timmy Toys, we want you and your little ones to be 100% happy with your purchase! We do our best to make sure every toy arrives safe, sound, and ready for playtime. But if something’s not right, don’t worry — we’re here to help.

Below, we’ve put together a simple guide on how returns and refunds work.

1. If Something Goes Wrong (Damaged, Missing, or Incorrect Items)

We carefully check every order before it leaves our shelves, but sometimes mistakes or shipping mishaps happen.

If your order arrives damaged, incomplete, or incorrect, please let us know within 2 days of receiving it.

Send us an email at info@timmytoys.co.za with:

Your order number

A short description of the issue

Clear photos of the damaged or incorrect item, if possible

We’ll assess the issue and arrange a replacement, repair, or refund — whatever works best for you.

Tip: When your package arrives, please check it before signing for it. If it looks damaged, you can open it in front of the courier.

2. Defective or Faulty Products

If you believe a product is faulty or not working as it should, we’ve got you covered:

You have 6 months from the purchase date to let us know about any defects.

Email us at info@timmytoys.co.za with photos and details of the issue.

Once we review your claim, we’ll guide you on how to send the product back to us for assessment.

If the product is found to be defective, you can choose to:
✅ Have it repaired
✅ Get a replacement
✅ Receive a full refund (excluding delivery costs)

Please note:

Normal wear and tear isn’t considered a defect.

Damage caused by accidents or misuse (e.g., dropping it in the bath or leaving it outside in the rain) isn’t covered.

Changing Your Mind – Our 7-Day Cooling-Off Period

At Timmy Toys, we want you to love your purchase! But we understand that sometimes you might change your mind. That’s why you have 7 calendar days from the day you receive your order to cancel your purchase and get a full refund (excluding any shipping fees, if applicable).

If you’d like to cancel, just send us a quick email — you’ll find our contact details on the contact us page.

If you decide to return your order within the 7-day period, please note:

The items need to come back to us in their original condition

They must be unused, unopened, and include all packaging, manuals, and accessories

You’ll just need to cover the cost of sending the items back to us

If you’ve opened your parcel but changed your mind, don’t worry! Please check out the section below called:
“RETURNS – Non-defective products – You opened the (undamaged) product but changed your mind.”

Please note: For safety and hygiene reasons, as well as customisation purposes, we can’t accept returns on the following:

Gift vouchers

Customised or personalised products

Items that have already been used, damaged, or purchased with an agreed defect

RETURNS – Opened Products (Non-Defective)

At Timmy Toys, we always want you to be happy with your purchase! If you’ve opened your parcel but later decide the product isn’t right for you, you’re welcome to return it to us within seven (7) days of receiving it.

To qualify for a return:

The item must be in its original condition

It should include all packaging, manuals, and accessories

The product must still be clean, complete, and re-sellable

Please note: If a product has been opened and is not in a condition where it can be resold, we may need to deduct a small handling or restocking fee from your refund or store credit. In certain cases, where the product is significantly damaged or missing parts, we may not be able to offer a refund or credit. This will always be handled fairly and at our discretion.

Important: For safety, hygiene, and customisation reasons, the following products cannot be returned:

Gift vouchers

Customised or personalised products

Products that have been used, damaged, or purchased knowing about a pre-agreed defect