Refund policy

Thank you for shopping The Toy Ground Egypt. We appreciate the trust you have placed in us and want to ensure you have a satisfying experience while shopping for our products. Please review our refund policy below.

1. On-hand Order

Customers have the right to return or exchange a product and request a refund within 14 days from the date of receiving the order, provided that they keep the invoice for presentation and retain the product and packaging in good condition. The customer is responsible for the shipping cost. The product will be received and inspected by the company, and if the product is found to be in good condition, the paid amount will be refunded to the customer within 15 days using the same payment method. If the product is found to be damaged or any issue occurs with the product or packaging, the return request will be rejected, and the product will be returned to the customer. This policy applies to both exchanges and returns. In case of manufacturing defects, the product can be exchanged or returned without any additional cost to the customer within 15 days using the same payment method.

To initiate a return, please use the website chat or send a message via WhatsApp for a quick and easy process. 

How to Request a Return:
Website Chat: Click on the chat icon on the website.
WhatsApp: Send a message to our business WhatsApp account. 

What to Provide:
To ensure a smooth process, please have the following information ready:
Your Order ID.
The reason for the return (e.g., damaged, wrong item, etc. ).
Photo or video evidence, if necessary. 

Benefits of Using These Channels:
Instant Support: Real-time chat allows for immediate assistance and faster return processing.

Our team will guide you through the process, confirm your return request, and assist with any exchanges if needed.

2. Non-Refund Items

Customers are not entitled to exchange or return any mystery products after opening the product except in case of manufacturing defects. In such cases, the paid amount will be refunded within 15 days, and the company will bear the delivery expenses. If no manufacturing defect is found, the product will be returned to the customer, and they will bear the delivery expenses.