01Returns & Refund Policy
We want you to love your AIXTOY purchase. If something is not right, we are here to help. This policy covers returns, refunds, and exchanges for all products purchased from aixtoy.com.
02Return Eligibility
To qualify for a return, your item must be:
- ●Unopened and in its original packaging with all accessories, manuals, and parts intact.
- ●Unused — the product must show no signs of wear, setup, or activation.
- ●Returned within 14 days of the delivery date confirmed by the shipping carrier.
We cannot accept returns for: digital products; clearance or final-sale items; products marked as non-returnable on the product page; or items returned without prior authorization.
03How to Initiate a Return
Follow these steps:
- ●Email us at hello@aixtoy.com with your order number and the reason for return. You will receive a Return Authorization (RA) number and instructions within 2 business days.
- ●Pack the item securely in its original packaging. Include all accessories, manuals, and the RA number clearly written on the outside of the box.
- ●Ship the package to the return address provided in our response. We recommend using a trackable shipping service — AIXTOY is not responsible for items lost in return transit.
04Refunds
Once we receive and inspect your returned item, we will notify you via email. If approved:
- ●Refunds are issued to your original payment method within 5–10 business days.
- ●Shipping costs from the original order are non-refundable unless the return is due to our error (wrong item, defective product).
- ●Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
05Damaged or Defective Items
If your product arrives damaged or defective:
- ●Contact us within 7 days of delivery at hello@aixtoy.com. Include photos of the damage and your order number.
- ●We will arrange a replacement or full refund at no cost to you, including return shipping if applicable.
- ●For AI robot and electronic toy issues, we may first recommend troubleshooting with the manufacturer before authorizing a return. This often resolves the issue faster.
06Exchanges
We accept exchanges for unopened items in original condition within 14 days. Email hello@aixtoy.com to initiate. If the replacement item costs more, we will invoice the difference. If it costs less, we refund the difference.
07Cancellations
You may cancel your order within 12 hours of placing it, provided it has not yet shipped. Contact us immediately at hello@aixtoy.com with your order number. After shipping, the standard return process applies.
08International Returns
International customers follow the same 14-day return policy. Please note:
- ●Customs duties, import taxes, and brokerage fees are non-refundable.
- ●Return shipping from international locations is the customer’s responsibility.
- ●Mark the package as “Returned Merchandise” on customs forms to avoid additional charges.
09Contact Us
Questions about returns or refunds? We are happy to help.
Email: hello@aixtoy.com
