Returns Policy

This Returns Policy explains when and how you can return products purchased from Funzone Toys Ventures.

1. Who we are & how to reach us

Business Name: Funzone Toys Ventures
Physical Store: Royal Palms Mall, Wing B Third Floor, Shop BS35, Nairobi Kenya
Email: sales@funzonetoys.co.ke
Phone/WhatsApp: +254741290909
Hours: Every day, 8:00 am – 6:00 pm

If you have any questions about returns, please contact us using any of the details above.

2. Return window

You may initiate a return within 30 calendar days of delivery (or pickup) of your order.
Requests made after this window may be declined.

3. Return eligibility

Because we deal with children’s toys and kids’ products, we must follow standards that keep items safe, clean, and in good condition for the next child.

For change-of-mind / wrong colour / wrong model / gift choice returns:

• Item must be unused and unplayed with.

• Any parts, accessories and manuals must be complete and in the box.

• Original packaging (including boxes, plastic wraps, inserts, labels and tags) must be intact and in good condition.

For damaged, defective, or wrong items sent by us:

• We will accept returns even if the box has been opened, as long as the issue is clearly documented (e.g., broken part, missing pieces, faulty electronics, or wrong product received).

• We may request photos/videos to verify the issue.

The following are generally non-returnable unless damaged or defective on arrival:

• Items that have been used, assembled, or show signs of wear or misuse (scratches, dirt, missing parts).

• Items that cannot be reasonably repacked without damage once assembled (e.g., some large ride-ons, play structures), unless there is a proven defect.

• Personalised/customised items (for example, where special names, stickers or branding have been added by third parties).

• Items marked “Final Sale” or “Non-returnable” at the time of purchase.

4. How to start a return

To start a return, please:

• Email sales@funzonetoys.co.ke or WhatsApp/Call +254741290909 within 30 days of delivery or pickup.

• Share your order number, the item(s) you wish to return, and the reason for the return.

  • If the item is damaged, missing parts, defective, or wrong, please attach clear photos/videos.

• Wait for our team to confirm return authorisation and provide instructions (including drop-off or courier details).

• Pack the item securely in its original packaging, including any accessories and documentation.

• If shipping back, use a trackable method and keep your receipt until we confirm we have received the parcel.

You may also be guided to drop off returns at our physical store where appropriate.

5. Who pays for return shipping?

• For change-of-mind, wrong colour/model, or size/variant changes, you will normally pay the return shipping or drop-off costs.

• If you received a defective, damaged, or wrong item, Funzone Toys Ventures will either:

  • Cover reasonable return shipping costs, or

  • Arrange a pickup/collection,

depending on your location and the situation. We will confirm the applicable option when you contact us.

6. Inspection & decision times

Once we receive your returned item:

• We typically inspect it within 1–2 business days.

• We will notify you by email/SMS/WhatsApp of the approval or rejection of your return, including the reason if rejected.

• Approved returns proceed to either an exchange or a refund (see our Refunds Policy if separately published), depending on your request and product availability.

7. Exchanges

Where stock is available, we can:

• Exchange for a different toy or product, or

• Exchange for a different colour/model/variant of the same product (where such options exist).

If the requested item is unavailable, we can:

• Issue a refund under our Refunds Policy, or

• Help you place a new order for an alternative item.

Any price difference between the original item and the new item will be either charged or refunded accordingly.

8. Damaged, defective, or wrong items

If your order arrives damaged, defective, missing parts, or with the wrong item:

• Please contact us within 48 hours of delivery.

• Include photos/videos showing:

  • The product,

  • The packaging (inside and outside),

  • The specific issue (for example, broken piece, missing part, non-working feature, or wrong product name).

Once we validate the issue, we will:

• Arrange a replacement at no extra delivery cost, or

• Provide a refund according to your preference and product availability.

If the courier package shows visible damage at the time of delivery, kindly ask the rider to note the damage and contact us immediately.

9. Items sent back without authorisation

Please do not send items back before receiving our confirmation and return instructions.

Returns sent without prior authorisation (or without a Return Authorisation reference from us) may be delayed, refused, or not traceable to your order, which can affect your entitlement to a refund or exchange.

10. Condition mismatches & partial returns

After inspection, if:

• The returned item has been used, played with, assembled and disassembled roughly, or is missing significant parts (where this was not related to the reported defect),

• The original packaging, labels, or inserts are missing or heavily damaged,

• There are stains, markings, or obvious signs of misuse,

We may:

• Decline the return, or

• Offer a partial refund or store credit, at our discretion and in line with our internal guidelines.

Where an order contained multiple items and only some are returned, we will process the refund/exchange for the eligible items only.

11. Policy updates

We may update this Returns Policy from time to time to reflect changes in our processes, legal requirements, or business operations. 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.