**Please note that all purchased and shipped product addresses on the website are not refundable**
Patients who place orders on the official website can apply for replacement of defective products* or unopened and unused products within 5 working days from the date of receipt. The products must be kept in intact packaging, the packaging must not have any width, and the products must be opened and used.
*Defects: Defects refer to quality defects that exist when the product leaves the factory; other damage caused by misuse, improper cleaning methods, etc., will not be considered defective products.
How to request an exchange
- All exchanges must first contact the customer service department and provide complete relevant information, otherwise, the company has the right to refuse the arrangement.
- If the goods are damaged, incorrect, or have missing parts, please record the condition of the goods with photos. Customer must contact us within 5 working days to report the problem and we will confirm the problem before arranging an exchange.
- Goods returned due to incorrect delivery must be in their original packaging and in the same condition as when received, otherwise no exchange will be arrived.
- Please keep the invoice as proof of purchase.
- If you want to expedite the replacement of new products, please contact the customer service department first to confirm that the relevant products are in stock. After confirming that the relevant products are in stock, you can bring the packaging box of the problematic product and related documents (if any). The relevant colleagues will immediately make arrangements for the exchange of new products.
- When exchanging goods, please provide the product number, product serial number, photos of the current condition of the product, and damage. Since the packaging box is also part of the product, please apply for an order to return the packaging box.
- Customers can contact our customer service colleagues via WhatsApp (+852 96857269) or email info.shop@pakatoys.com. We will expedite processing once we receive more information.
- After successful approval, customer service staff will notify the customer to bring the product that needs to be returned to the designated store for replacement*.
To ensure your rights, please keep the (electronic) invoice and the maintenance certificate (if any) included with the toy packaging.
In case of any dispute, Paka Toys reserves the right to the final decision. Paka Toys reserves the right to change the above terms and conditions without prior notice.
