refund-policy
Return Method: By mail only
Return Cost: Paid by customer unless defective
Refund Type: Full refund to original payment method
Exchanges: Accepted for defective/damaged items (within 72 hours)
Contact: service@survivortoys.com | WhatsApp +852 5244 9732
Returns & Refund Policy
Order Cancellation
You may request to cancel or modify your order within 24 hours, provided that it has not yet been shipped. Once a tracking number has been issued, the order can no longer be canceled.
To submit a request, please contact us:
Email: service@survivortoys.com
Return Eligibility
Returns are accepted within 30 days of purchase, subject to the following conditions:
- The item must be unused and in original condition
- Original packaging must be included
- Proof of purchase is required
Returns requested after 30 days will not be accepted.
Refunds
Once your return is received and inspected, we will notify you via email. If approved, a full refund will be issued to your original payment method within a few business days.
Late or Missing Refunds
- Check your bank account and card statement
- Contact your card provider (posting delays may occur)
- Contact your bank (processing time may vary)
If you have followed these steps and still have not received your refund, please contact us directly.
Exchanges
We only replace items that are defective or damaged upon arrival. You must notify us within 72 hours of delivery to be eligible for an exchange.
Return Instructions
Please contact us before sending any items back. We will provide the correct return address and any specific instructions.
Email: service@survivortoys.com
WhatsApp: +852 5244 9732
Important Notes
- If the return is not due to a defect, the shipping cost is your responsibility
- Original shipping fees are non-refundable
- Delivery times for exchanged items may vary by location
- For returns over $75, we recommend using a trackable service or adding insurance
Refused or Undeliverable Orders
If a package is returned due to refusal, incorrect address, or failure to collect without forwarding, and it cannot be returned to us, no refund will be provided.
Customers are responsible for ensuring that all shipping details provided are accurate and complete. We are not liable for losses due to incorrect address or delivery refusal.