Refund & Returns Policy

Last updated: 29 August 2026

At OlaToy, we want every product to be useful, enjoyable and right for your home. If your purchase is not suitable, we are here to help.

1. 30-Day Return Window

We offer a 30-day return window from the date of delivery for eligible items. This is in addition to any statutory rights you may have.

To start a return, contact olatoyofficial@gmail.com and include your order number and the reason for the return.

2. Return Conditions

Unless an item is faulty, damaged or otherwise covered by your statutory rights, returned items should:

Be in their original packaging where reasonably possible.
Be in the same condition in which they were received.
Be unused and unwashed where hygiene or safety is relevant.
Include proof of purchase or your order number.

3. How to Start a Return

Contact us at olatoyofficial@gmail.com with your order number and return request.
If the return is accepted, we will provide instructions on where and how to send the item. Please do not send items back without first contacting us.
When the return arrives, we will inspect it and let you know whether the refund has been approved.
If approved, the refund will be issued to your original payment method.

For returns under our voluntary 30-day policy, we aim to process approved refunds within 5-7 business days after inspection. Your bank or payment provider may take additional time to display the refund.

Where UK law gives you a statutory cancellation or refund right with a different mandatory timeframe, we will follow the applicable legal timeframe.

4. Return Shipping Costs

Unless the item is faulty, damaged, incorrect or the law requires otherwise, you may be responsible for the cost of returning the item.

Where we have supplied a faulty, damaged or incorrect item, we will provide appropriate assistance with the return, replacement or refund.

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, contact us as soon as possible at olatoyofficial@gmail.com.

Please include your order number, a description of the problem and clear photographs where relevant.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund or another appropriate remedy.

Nothing in this policy limits your statutory consumer rights.

6. Non-Returnable Items

For hygiene, safety or other legitimate reasons, some items may not be returnable once opened or used, except where they are faulty or your statutory rights apply.

Opened consumable or wellness products.
Personalised or made-to-order products.
Items clearly marked as final sale where legally permitted.
Used hygiene-sensitive products where returning them would create a health or safety concern.

If you are unsure whether an item can be returned, contact us before sending it back.

7. Exchanges

If you need a different product, contact us. Where practical, we may arrange an exchange or advise you to return the original item and place a new order.

8. Order Cancellations

If you contact us before your order has been dispatched, we will try to cancel it. If the order has already been dispatched, you may need to follow the return process after delivery.

If you are a UK consumer buying online, you may also have statutory cancellation rights for many products. Any applicable statutory rights are not reduced by this policy.

9. Statutory Rights

This policy is intended to operate alongside applicable UK consumer law, including rights relating to faulty goods, distance purchases and refunds. It does not replace or reduce any statutory consumer rights.

10. Contact

OlaToy
A trading name of Shamsia Global Limited
Email: olatoyofficial@gmail.com
Phone: +44 7404 571905
Address: 27 Sydney Road, RM18 7PB, United Kingdom
Trade mark number: UK00004345401