Refunds Policy

Refunds Policy Funzone Toys ventures

This Refunds Policy explains when refunds are offered, how they are calculated, and how long they take.

Refund eligibility
Refunds may be offered in the following situations: approved returns under our Returns Policy (for example, unused toys in their original packaging returned within the allowed window and in eligible condition); order cancellations made before dispatch; orders lost by the courier (confirmed by the courier) or items not delivered and deemed undeliverable through no fault of the customer; defective, damaged, incomplete, or wrong items when reported within the stated timelines and validated by our team. All refund decisions are subject to verification under our Returns Policy and internal checks.

Refund method
Where possible, refunds are issued to the original payment method, for example M-Pesa reversal or payout, or bank transfer to the account used for payment (or another account you nominate, where appropriate). For Cash on Delivery or in-store cash purchases, refunds are typically sent via M-Pesa to the number used at checkout or via bank transfer to an account you nominate, subject to verification. We will confirm the exact method with you when your refund is approved.

Refund timelines
Once your return is received and inspected, or once a refund is approved without a physical return (for example, for a confirmed lost parcel), we aim to process the refund within 7 business days. Your bank or M-Pesa provider may take additional time to post the funds (in some cases up to 7 business days). We will notify you once your refund has been processed on our side and provide any relevant reference (for example, M-Pesa or bank transaction code).

What is (not) refundable
Original delivery fees are non-refundable for change-of-mind, wrong-colour/model choice, or size/variant change returns. Delivery fees are refundable if the item is defective, damaged, incomplete, or wrong due to our error, or if the order is lost or non-delivered through no fault of the customer. For toys and children’s products, if an item is returned used, assembled, with missing parts, visible wear, or with damaged/missing original packaging (and the issue is not a defect), we may decline the refund.

Cancellations
You may cancel an order before dispatch for a full refund of the product amount and delivery fee (if already paid). Once an order has been dispatched, it is treated as a normal order and you will need to follow the Returns Policy. If you refuse delivery due to change-of-mind (and not due to damage, defect, or our error), we may deduct the original delivery fee and any return transport cost (where applicable) from the amount refunded. We will confirm any deductions with you before finalising the refund.

How to request a refund
To request a refund, email sales@funzonetoys.co.ke or WhatsApp/Call +254741290909. Include your order number, the item(s) concerned, and the reason for the refund request. Attach photos or videos clearly showing any damage, defect, missing parts, or wrong item where relevant. Our team will review your request, confirm whether a return is required, advise you on next steps, and provide an estimated timeline for inspection and refund processing.

Disputes & governing law
We always aim to resolve refund inquiries amicably and fairly. If you have any concern about how your refund was handled, please contact us using the details above so we can review and respond. This Refunds Policy is governed by the laws of the Republic of Kenya and should be read together with our Terms & Conditions, Returns Policy, and Shipping & Delivery Policy.

Policy updates
We may update this Refunds Policy from time to time to reflect changes in our processes, legal requirements, or payment partners. The Updated date at the top of this page shows the latest revision. Your continued use of our website or purchase from Funzone Toys Ventures after any changes means you accept the updated Policy.