Return and Refund Policy

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

Last updated: 29 August 2026

Policy Summary

Country
Kenya
Return window
7 calendar days from delivery or collection
Return reasons
Change of mind, defective, damaged, incorrect or incomplete products
Accepted condition
Unused products in original condition for change-of-mind returns
Return methods
In store or by post/courier
Restocking fee
No restocking fee
Refund processing
Within 7 days after the returned product is received

Seven-Day Return Window

Eligible products may be returned within 7 calendar days of delivery or collection. The return period begins on the date the customer receives or collects the product.

Change of Mind / Remorse Returns

Customers may return an eligible product if they change their mind, order the wrong item or no longer want the product.

For a change-of-mind return, the product should be unused and returned in its original condition with the original packaging, manuals, accessories and other supplied items where applicable.

Products that have been used, damaged after delivery, altered, assembled where this prevents resale, or returned with missing supplied parts or accessories may not qualify for a change-of-mind return.

Damaged, Defective, Incorrect or Incomplete Products

A product received damaged, defective, incorrect or incomplete may be returned within the same 7-day return window. Please keep the product and the supplied accessories and packaging together when making the return.

How to Return an Item

By post or courier: Send the eligible product to the Totoland Toys return address. Customers who need the current return address may contact the shop for assistance.

In store: Return the eligible product directly to Totoland Toys, Veteran House, Shop 407, Moi Avenue, Nairobi CBD, Kenya, during normal business hours.

Return Costs

For a change-of-mind or remorse return, the customer is responsible for the cost of returning the product.

Where a return is due to a damaged, defective, incorrect or incomplete product supplied by Totoland Toys, Totoland Toys will cover the reasonable return cost or arrange an appropriate return method.

Totoland Toys does not charge a restocking fee for eligible returns.

Exchanges

Eligible products may be exchanged within the same 7-day return window where a suitable replacement is available. Any applicable price difference will be handled as part of the exchange.

Refunds

Eligible refunds will be processed within 7 days after the returned product is received by Totoland Toys. Refunds will be made using the original or applicable payment method where possible.

A bank, card provider or mobile-money service may require additional time to display the refunded funds after Totoland Toys has processed the refund.

Return Assistance

Customers who need the postal or courier return address, shop location or help with a return may contact Totoland Toys using the contact details below.

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