REFUND POLICY

We want you to be completely satisfied with your purchase from Gentoys Amsterdam

We have a 30 day returns policy, which means you have 30 days from receiving your item to request a return.

To be eligible for a return, your item must be returned within 60 days of purchase and you must have a valid reason for the return. This means that if you experience a defect or problem with the toy within this time frame, we will provide a solution for you. However, this warranty does not apply to careless use, such as throwing or rough handling of the toy.

Valid reasons for a return are:

1. Factory defects: You discover a defect that is due to a production error.
2. Damage upon receipt: If the toy is damaged at the time you receive it.
3. Non-functioning parts: When parts of the toy do not work as they should.
4. Received wrong product: When you receive a different product than what you ordered.
5. Missing parts: If essential parts of the toy are missing upon delivery.

Please note: This warranty does not apply to careless use, such as throwing or rough handling of the toy.

To request a return, please contact us at info@gentoys-amsterdam.com. Unauthorized returns will be refused. Items returned to us without first requesting a return will not be accepted and shipping costs will not be reimbursed. Returns are at the customer's own expense.

You can always contact us at info@gentoys-amsterdam.nl for any return questions.

CANCELLATION AND CHANGES

How can I change or cancel my order?

If you change your mind about your purchase, please contact us: info@gentoys-amsterdam.nl stating your order number and the change you would like to make. We will confirm you once the change or cancellation has been made.

Your order can only be canceled and changed within 5 hours of placing the order. After this period, the order is locked for processing and cannot be canceled.

How long does it take to process a replacement or return?

We assess claims within 24 working hours. Once we have determined that your order is eligible for a replacement or exchange, it typically takes 7 business days for an exchange to be arranged.

Can I exchange my purchase for something else?

We are unable to process exchanges at this time. Please contact customer service if you would like to exchange.

How does a return shipment work?

While we wish you loved your purchase, we understand if it just wasn't right for you.

But if a customer wants to return the item, please do not hesitate to email us at info@minvoir.com. Our support team will always be available to help you.

However, please note that only broken, incorrect items, or any errors on our part can be applied to this return. You can then get a refund or a replacement after your consent and our commitment. Apart from these aspects (customer orders the wrong size, doesn't like the color, or simply doesn't want it anymore), returns are not possible.

Refunds

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a refund will automatically be issued to your credit card or original method of payment within 7 business days.

Late or missing refunds

If you haven't received a refund yet, please check your bank account again first.

Then contact your credit card company, it may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time before a refund is posted.

If you have done all this and you still have not received your refund, please contact us at info@minvoir.com.

Exchange

We only replace items if they are defective or damaged. If you would like to exchange an item for the same item, please send us an email at info@gentoys-amsterdam.nl and send your item to the return address on the label.

Send

To return your product, please send an email to info@gentoys-amsterdam.nl with the details for returning the item.

You are responsible for paying your own shipping costs for returning your item. Shipping costs are not refundable. If you receive a refund, the return shipping costs will be deducted from your refund.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

NB:

Any failed delivery due to customer errors at the shipping address or customer unavailability, any loss of products due to the safety of customers' residential areas (as long as the shipping companies confirm that the order has been delivered) will NOT qualify for a refund.

Feel free to email us at info@gentoys-amsterdam.nl to get the best real-time support for your requirements.

Returns
If you are not satisfied with an item you purchased at Gentoys Amsterdam, you can return it within 14 days of delivery.

1. If products do not meet specifications, we offer the option of return or refund. Customers serve inside fourteen (14) days after the delivery date, send an email to info@gentoys-amsterdam.nl to request a return or refund, accompanied by an explanation of the situation. We will assess the request and respond appropriately.
2. Customers who receive defective products may contact us within fourteen (14) days of the delivery date at info@gentoys-amsterdam.nl to request a return or refund. This must include an explanation and a photo of the defective product to support the request.
3. After fourteen (14) days from the delivery date, all purchases are considered final and are not returnable or refundable.
4. For a refund, the money will be returned to the debit/credit card the customer used to make the purchase, once the product has been safely received by us.

Once a product has been returned, a full refund will be processed once it has been delivered to the return address.

Refund period
Once a product has been returned and accepted at the returns address the customer will be fully refunded, please allow up to 7 working days for the money to reach your bank account.

If a product is damaged or you are not satisfied with the product, please contact info@gentoys-amsterdam.nl.

Refunds (if applicable)

Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a refund will automatically be issued to your credit card or original method of payment within 7 business days.

Late or missing refunds (if applicable)
If you haven't received a refund yet, please check your bank account again first.
Then contact your credit card company, it may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time before a refund is posted.

If you've done all this and you still haven't received a refund, please contact us: