Return and Refund Policy

Totoland Toys accepts eligible returns for defective and non-defective products, and accepts exchanges, under the conditions below.

Last updated: 28 August 2026

Policy Summary

Country
Kenya
Return window
7 calendar days from purchase, collection or delivery
Accepted condition
New products only
Return methods
In store or by post/courier after approval
Return label
Customer responsibility
Restocking fee
No cost
Refund processing
Within 7 days after approval

Return Eligibility

Submit the return or exchange request within 7 calendar days of purchase, collection or delivery. Proof of purchase may be required.

  • Non-defective products must be unused, unassembled, in resalable condition and returned with the original packaging, manuals and supplied accessories.
  • Defective, damaged, incorrect or incomplete products may be returned for assessment. Report visible delivery damage or missing items as soon as reasonably possible.
  • All returns require Totoland approval before the product is sent or brought to the store.

Return Methods and Costs

Approved products may be returned in store at Veteran House, Shop 407, Moi Avenue, Nairobi CBD, or by an agreed postal, rider or courier service. Contact Totoland before sending any product.

The customer is responsible for arranging the return label and for return transport on a non-defective return. Where Totoland confirms that an item was defective, incorrect, incomplete or damaged before or during delivery, Totoland will arrange or cover reasonable return transport. No restocking fee applies.

Exchanges

Totoland accepts eligible exchanges within the same 7-day window. An exchange depends on product condition, inspection where required and available stock. An agreed alternative may be offered when the original item is unavailable.

Refunds

After a return is received, inspected and approved, Totoland will process the refund within 7 days using the original or agreed payment method. A bank, card provider or mobile-money service may require additional time to display the funds.

Original delivery charges are not normally refunded for a non-defective return. This does not apply where Totoland supplied an incorrect item or confirms a qualifying product or delivery problem.

Items That May Not Qualify

  • Used, assembled, altered or customer-damaged products.
  • Products missing packaging, manuals, chargers, remotes or supplied accessories.
  • Opened hygiene-sensitive or personal-care products unless defective.
  • Damage caused by misuse, water, impact, incorrect charging, improper assembly or unauthorised repair.
  • Personalised, specially ordered or clearly identified final-sale products unless defective or incorrect.

Request a Return or Exchange

Provide your name, phone number, order or receipt number, product name, purchase or delivery date, reason for return, and photographs or video where relevant.

This policy does not limit mandatory consumer rights available under applicable Kenyan law.