Refund policy
Return and Refund Policy
At Joy by Toys we want every child to love what you buy. If something isn't right, we're here to help.
Return window
You have 14 days from the date you receive your order to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all accessories, manuals and free gifts included.
Items that cannot be returned
For hygiene and safety reasons we cannot accept returns of bath toys, teethers or any item where the sealed packaging has been opened, unless the product is faulty. Gift cards and clearance items marked "final sale" are also non-returnable.
How to start a return
Email info@joybytoys.com with your order number and a short description of the issue, along with photos if the item is damaged or faulty. Our team will reply within 2 business days with return instructions and the return address. Please do not send items back before contacting us, as unannounced returns cannot be processed.
Return shipping costs
If the item is faulty, damaged in transit, or we sent you the wrong product, Joy by Toys covers the cost of return shipping and will arrange collection. For change-of-mind returns, the customer is responsible for return shipping, and the original AED 25 delivery charge is non-refundable.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 7 to 14 business days, depending on your bank or payment provider. Orders paid by Cash on Delivery or bank transfer are refunded by bank transfer to an account in the name of the person who placed the order. Refunds for orders paid through Tabby or Tamara are processed back through those providers and are subject to their own timelines.
Damaged, faulty or incorrect items
Please inspect your order on delivery and contact us within 48 hours if anything arrives damaged, defective or incorrect. Send photos of the item and the outer packaging to info@joybytoys.com and we will arrange a replacement or a full refund, including delivery charges, at no cost to you.
Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order for the product you want.
Order cancellations
You may cancel an order free of charge at any time before it has been dispatched. Email info@joybytoys.com as soon as possible with your order number. Once an order has shipped, it must be handled as a return.
Contact us
Joy by Toys, 102 Sheikh Rashid Bin Abdul Aziz Street, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates. Email info@joybytoys.com or call 052 127 8641.