Refund Policy

Last updated: June 26, 2026

This Refund Policy explains how Letaotoys / Letao Toys (“we”, “our”, or “us”) handles returns, refunds, exchanges, cancellations, damaged items, missing items, and order issues.

By placing an order on our website, you agree to the terms of this Refund Policy.

1. General Return Policy

We accept return requests within 7 days after the order is delivered.

To be eligible for a return, the item must be unused, unopened, undamaged, and in the same condition that you received it. The item must also be in its original packaging, with all accessories, parts, labels, manuals, and packaging materials included.

Returns that do not meet these conditions may be refused.

2. Non-Returnable Items

Due to the nature of toy products, we do not accept returns for items that have been used, opened, damaged by the customer, missing parts, missing packaging, or returned in a condition that affects resale.

Customized products, special order products, clearance products, discounted bulk orders, sample orders, and wholesale orders may not be eligible for return unless the item is defective, damaged, or incorrectly shipped.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If your item is damaged, defective, missing parts, or different from what you ordered, please contact us within 48 hours after delivery.

To help us process your request, please provide your order number, a clear description of the issue, photos or videos of the product, photos of the outer shipping package, and photos of the product packaging.

After reviewing the evidence, we may offer a replacement, partial refund, full refund, store credit, or another reasonable solution depending on the situation.

4. Missing Items or Wrong Quantity

If you believe your order is missing items or the quantity is incorrect, please contact us within 48 hours after delivery.

We may ask you to provide photos or videos of the full package, product packaging, shipping label, and all items received. For wholesale or bulk orders, we may also check packing records, warehouse records, and shipping information before confirming the solution.

If the issue is confirmed to be our responsibility, we will provide a reasonable solution, which may include sending the missing item, issuing a partial refund, offering store credit, or adjusting the next order.

5. Return Shipping Costs

If the return is caused by our mistake, such as a defective item, damaged item, or incorrect item, we will provide instructions for the return or replacement process.

If the return is caused by the customer’s personal reason, such as ordering the wrong product, changing your mind, refusing delivery, providing an incorrect address, or no longer needing the item, the customer is responsible for the return shipping cost.

Original shipping fees, international shipping fees, customs duties, taxes, handling fees, and payment processing fees may not be refundable unless required by applicable law.

6. Refund Process

Once we receive and inspect the returned item, we will notify you whether the refund is approved or rejected.

If approved, the refund will be processed to your original payment method where possible. Please note that it may take several business days for the refund to appear in your account, depending on your bank, card issuer, payment provider, or Shopify payment processing system.

If a refund to the original payment method is not available, we may offer store credit, replacement, or another reasonable solution.

7. Order Cancellation

If you want to cancel an order, please contact us as soon as possible.

If the order has not been processed, packed, customized, or shipped, we may be able to cancel the order and issue a refund.

If the order has already been processed, packed, shipped, handed over to the logistics provider, or prepared as a wholesale or special order, cancellation may not be available.

For wholesale orders, bulk orders, sourcing orders, custom orders, and special procurement orders, cancellation rules may depend on the order status, supplier preparation, production progress, packing status, and shipping arrangement.

8. Wholesale and Bulk Orders

Wholesale and bulk orders are handled differently from regular retail orders.

Before placing a wholesale or bulk order, customers are responsible for confirming product details, quantities, packaging, destination, shipping method, delivery time, and other order requirements.

Wholesale orders, bulk orders, sample orders, discounted orders, custom orders, sourcing orders, and special procurement orders are generally not refundable or returnable unless there is a confirmed product defect, wrong item, serious damage, or shipping error caused by us.

For wholesale issues, we may offer a replacement, partial refund, credit for the next order, spare parts, or another business solution depending on the actual situation.

9. Shipping Delays

Delivery times may be affected by customs clearance, logistics delays, weather conditions, public holidays, local delivery conditions, incorrect address information, or other circumstances beyond our control.

Shipping delays alone do not automatically qualify for a refund.

If your package is significantly delayed or appears to be lost, please contact us and we will help check the shipping status with the logistics provider.

10. Failed Delivery or Incorrect Address

Customers are responsible for providing accurate shipping information.

If an order cannot be delivered because of an incorrect address, incomplete address, unavailable recipient, refused delivery, unpaid customs duties, or failure to cooperate with the local delivery provider, the customer may be responsible for additional shipping fees, return fees, reshipping fees, customs fees, or related costs.

Refunds may not be available for failed delivery caused by customer-provided incorrect information or customer refusal to accept the package.

11. Customs, Duties, and Taxes

For international orders, customs duties, import taxes, VAT, tariffs, brokerage fees, and other charges may be required by the destination country or region.

These charges are not included in the product price or shipping fee unless clearly stated otherwise.

Customers are responsible for understanding and paying any customs duties, taxes, or import-related fees required by their country or region.

We are not responsible for delays, returns, confiscation, or additional costs caused by customs procedures, unpaid customs duties, import restrictions, or local regulations.

12. Product Color, Size, and Packaging Differences

We try our best to display product information, photos, sizes, colors, and packaging details accurately.

However, slight differences may occur due to lighting, screen settings, product batches, packaging updates, supplier adjustments, manual measurement, or production changes.

Minor differences in color, size, packaging, or product details that do not affect normal use may not qualify for a refund.

13. How to Request a Return or Refund

To request a return, refund, replacement, or order issue review, please contact us with your order number, contact information, description of the problem, and clear photos or videos showing the issue.

Please do not send any item back before contacting us and receiving return instructions. Items returned without approval may not be accepted.

14. Contact Us

If you have any questions about this Refund Policy or need help with an order issue, please contact us.

Business Name: Letaotoys / Letao Toys

Email: huajunzhao1013@gmail.com

Address: Chenghai District, Shantou, Guangdong, 515000, China

You may also contact us through the communication channels available on our website, including WhatsApp, LINE, and Facebook.