T.O.Y.C. Infinity Retail Store Return and Exchange Poli

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T.O.Y.C. Infinity Retail Store Return and Exchange Policy

1. General Return and Exchange Policy All sold items are non-returnable and non-refundable (subject to the other terms herein).

2. After-sales and Distributor Follow-up Services

All products sold by T.O.Y.C. Infinity are officially authorized, authentic goods. If there is any missing part or damage not caused by human factors to a regular-priced item, please email our Customer Service Department with the order details and photos of the product defects within 7 working days from the date of purchase, store pick-up, or successful receipt of the delivery.
Late applications or applications concerning discounted items will not be accepted.
Upon receipt of the application, T.O.Y.C. Infinity will assist the customer in contacting the official distributor and arrange follow-up actions according to the distributor's guidelines.
All exchange arrangements are subject to the actual inventory of the official distributor. If a replacement cannot be provided due to stock shortage, T.O.Y.C. Infinity will make arrangements for the customer in accordance with the distributor's guidelines.
Kindly note that we do not offer delivery services at this time. All items must be collected in person or arranged for pickup by the customer. We apologize for any inconvenience caused.

3. Defect Definition and Disclaimer

Packaging Damage: The outer packaging of the product (e.g., dents, scratches, imperfect corners, etc.) is solely for the purpose of protecting the internal product. Any dents or defects on the outer box are not considered damage to the product itself and cannot be used as a reason for return or exchange.
Paint and Mass Production Variances: Product images are for reference only. Toys and models are mass-produced goods, and the paint, color, and details of the actual product may vary slightly depending on the production batch. Minor paint spills, paint peeling, obvious seams, or uneven painting are normal production phenomena and do not fall under the scope of defects or eligible returns/exchanges.
Electronic Accessories Wear and Tear: If the product contains built-in test batteries, the depletion of the battery power is not considered a product defect.

4. Return and Exchange Condition Requirements

If a return or exchange is officially confirmed and approved, the returned product must remain in a brand-new, unopened, or unused condition (depends on the circumstances), and must be returned together with all original packaging, manuals, accessories, and promotional gifts (if any).
For opened blind box or lottery-based products (including cut outer boxes, cut inner bags, or broken anti-counterfeit seals), due to the nature of the products, no form of return or exchange will be accepted.

5. Customer Service Contact If you require assistance, please contact our Customer Service Representatives via the following methods:

Email Address: cs@toyc.com.hk
Office Hours: Monday to Friday (excluding Public Holidays) 09:30 - 12:30 and 14:30 - 17:30

6. Right of Final Decision In the event of any discrepancy between the English and Chinese versions of these Terms and Conditions, the English version shall prevail. In case of any dispute, T.O.Y.C. Infinity reserves the right of final decision.