Refund policy

REFUND POLICY

Last Updated: March 12, 2026

At Rising Toy Shop, we want you to be completely satisfied with your toy purchase. Please read our refund policy carefully to understand your rights and obligations when returning items.

1. RETURNS ELIGIBILITY

You may return most items purchased from Rising Toy Shop within 30 days of receipt for a refund or exchange, provided that the following conditions are met:

Acceptable Conditions:

  • Items must be unused, unopened, and in their original, undamaged packaging
  • All original parts, accessories, and instruction manuals must be included
  • Items must have all original tags and labels attached
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items:
For health, safety, and hygiene reasons, we cannot accept returns of:

  • Items that have been opened or used (unless defective)
  • Products with broken seals (where applicable)
  • Items returned without original packaging
  • Products that have been assembled, modified, or damaged by the customer
  • Clearance items or final sale products (if applicable)

2. HOW TO INITIATE A RETURN

To initiate a return, please follow these steps:

Step 1: Contact our customer service team at raising1234@yahoo.com.hk within 30 days of receiving your order.

Step 2: Provide the following information in your email:

  • Your order number
  • The product(s) you wish to return
  • The reason for return
  • Photographs showing the product condition (especially if damaged or defective)

Step 3: Wait for our return authorization confirmation. We will respond within 2 business days with instructions on how to proceed.

Step 4: Pack the item securely in its original packaging, including all accessories and documentation.

Step 5: Ship the item to the address provided in our return authorization email.

3. RETURN SHIPPING COSTS

3.1 Customer Responsibility:
Unless the return is due to our error or a defective product, you are responsible for paying the return shipping costs. These costs are non-refundable.

3.2 Our Responsibility:
If you are returning an item because:

  • We sent you the wrong product
  • The product arrived damaged
  • The product is defective

We will provide a prepaid shipping label or reimburse reasonable return shipping costs (please contact us for approval before shipping).

3.3 Shipping Insurance:
We recommend using a trackable shipping service for returns, as we cannot guarantee receipt of returned items. You are responsible for the item until it reaches our facility.

4. REFUND PROCESSING

4.1 Inspection:
Once we receive your returned item, we will inspect it within 3-5 business days to verify it meets our return eligibility criteria.

4.2 Approval:
If your return is approved, we will process your refund to the original payment method used for purchase.

4.3 Timing:

  • Refund processing time: 5-10 business days after approval
  • The time for the refund to appear in your account depends on your bank or credit card issuer (typically 3-10 additional business days)

4.4 Partial Refunds:
We reserve the right to issue partial refunds in the following situations:

  • Items returned in unsellable condition due to customer damage
  • Items missing parts or accessories
  • Items returned after the 30-day window (at our discretion)

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is damaged, defective, or incorrect:

5.1 Immediate Action:
Please contact us within 7 days of delivery at raising1234@yahoo.com.hk with:

  • Your order number
  • Description of the issue
  • Clear photographs showing the damage or defect
  • Photographs of the packaging (if damaged during shipping)

5.2 Resolution Options:
Depending on stock availability and your preference, we will offer one of the following:

  • Replacement: We will ship a new item at no additional cost
  • Full Refund: Including original and return shipping costs
  • Store Credit: If preferred

5.3 Return Instructions:
We may request that you return the damaged item to us. If we do, we will provide a prepaid shipping label.

6. EXCHANGES

If you wish to exchange an item for a different product or size:

6.1 Process:

  • Follow the return process above to return the original item
  • Once your return is processed, place a new order for the desired item

6.2 Note:
We cannot guarantee stock availability for exchanges. If the item you want is out of stock, you will receive a refund instead.

7. CANCELLATIONS

7.1 Before Shipment:
You may cancel your order free of charge if it has not yet been shipped. Please contact us immediately at raising1234@yahoo.com.hk with your order number.

7.2 After Shipment:
Once an order has been shipped, it cannot be cancelled. Please follow our return process if you no longer wish to keep the item.

8. INTERNATIONAL RETURNS

For customers outside Hong Kong:

  • You are responsible for all return shipping costs, customs duties, and taxes
  • We recommend using a customs-friendly shipping method and marking the package as "Returned Goods" to minimize additional charges
  • Refunds for international returns will be processed in HKD and may be affected by exchange rates

9. NON-REFUNDABLE ITEMS

The following are non-refundable:

  • Return shipping costs (unless the return is our responsibility)
  • Expedited shipping fees (for returns not due to our error)
  • Gift cards
  • Downloadable or digital products (if applicable)

10. CONTACT INFORMATION

For any questions about our refund policy or to initiate a return, please contact us:

Email: raising1234@yahoo.com.hk
Order Number: Please include in all correspondence
Response Time: Within 2 business days