Refund and Returns Policy

Overview

At STAR TOYTOPIA SUPPLIES SDN BHD, your satisfaction is our priority. We are committed to delivering quality games and toys made of all materials through our online store. This policy explains how returns, refunds, and cancellations are handled to ensure a smooth and transparent shopping experience.

1. Definitions

For clarity, the following terms apply:

  • “Company”, “We”, “Us”, or “Our” refers to STAR TOYTOPIA SUPPLIES SDN BHD, located at B0431, Jalan Eko Botani 3, Taman Eco Botanic, 79100 Iskandar Puteri, Johor, Malaysia.
  • “Customer”, “You”, or “Your” refers to any individual or entity who places an order with us.
  • “Goods”, “Items”, or “Products” refer to toys, games, and related merchandise sold through our online store.
  • “Website” refers to any digital platform or e-commerce site operated by STAR TOYTOPIA SUPPLIES SDN BHD.

2. Return Policy (Within 30 Days)

We want you to be happy with your purchase. If you are not satisfied for any reason, you may request a return within thirty (30) calendar days from the date of delivery.

Eligibility Criteria for Returns:

To qualify for a return:

  • The item must be in its original, unused condition with no signs of wear, play, damage, or alteration.
  • It must be returned in the original packaging, with all tags, manuals, inserts, and accessories included.
  • A valid proof of purchase (such as an invoice, receipt, or email confirmation) is required.

We reserve the right to reject returns that do not meet these conditions.

3. Refund Policy

After we receive and inspect the returned item(s), we will notify you of the outcome.

If your return is approved:

  • A full refund will be issued to your original method of payment.
  • Refunds typically take 7 to 14 business days to appear, depending on your bank or payment provider.

If the return is denied, the item will be returned to you at our discretion, and no refund will be issued.

4. How to Request a Return

To initiate a return:

  1. Contact us via email at star-toytopia@outlook.com within 30 days of receiving your order.
  2. Provide the following details:
    • Full name
    • Order number
    • Reason for return
    • Clear photos of the item, if applicable
  3. Wait for approval and return instructions from our customer service team.

Please ensure items are securely packaged to prevent damage during transit.

5. Cancellation Policy (Within 12 Hours)

Orders may be cancelled within twelve (12) hours of placement.

Cancellation Conditions:

  • To cancel your order, email star-toytopia@outlook.com with your order number and name.
  • Orders may only be cancelled if they have not yet been processed, packed, or shipped.
  • If your cancellation request is approved within the 12-hour window, we will issue a full refund via your original payment method.

Once your order has entered the processing or shipping phase, cancellation is no longer possible. In such cases, please refer to our return policy after delivery.

6. Damaged, Incorrect, or Defective Items

If you receive an item that is:

  • Damaged during transit
  • Incorrect
  • Missing components
  • Or otherwise faulty

You must notify us within 3 calendar days of receiving the order.

How to Report a Problem:

  • Email us at star-toytopia@outlook.com with:
    • Your order number
    • Description of the issue
    • Photographic evidence of the defect or damage

We will assess your claim and provide a suitable resolution, which may include a replacement or refund depending on item availability.

7. Exchange Policy

We do not process direct exchanges. If you wish to obtain a different product, please initiate a return for the original item (if eligible), and place a new order for the desired item.

8. Contact Us

For questions regarding returns, refunds, or cancellations, please reach out to:

STAR TOYTOPIA SUPPLIES SDN BHD
Email: star-toytopia@outlook.com
Address: B0431, Jalan Eko Botani 3, Taman Eco Botanic, 79100 Iskandar Puteri, Johor, Malaysia

Our team aims to respond within 1–2 business days.

9. Amendments to This Policy

STAR TOYTOPIA SUPPLIES SDN BHD reserves the right to modify this Return, Refund & Cancellation Policy at any time without prior notice. Changes will be updated on our website and apply to all purchases made thereafter. Customers are encouraged to review this policy before completing any transaction.