Return & Refund Policy
All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
We offer a 100% money back guarantee 30-day return policy on all products that are defective or damaged during shipping. Which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Customers will also be responsible for paying return shipping costs.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Remember: “All sales are final except when the product is sent wrong or damaged.” You have 30 days since you receive the product to open a claim, after that period of time we are not accepting any claim for refund or return the product.
Used and damaged items due to wear and tear are strictly non-exchangeable and non-refundable - there are no exceptions to this.
Get damaged items, DOA (dead on arrival)
When you (buyer) get the package, if you find the item is damaged (cracked) in appearance, immediately contact the carrier and us. If the item does not work (DOA), please take photos of the item including package and send us the photos by email, please contact us within 7 days after receipt of package. Once the case is clarified, we will resend you a good item. Sometimes for DOA item, you may be requested to return it.
In this case, please kindly provide us with proofs as below:
* The photos of original guardiantoys.com package with front and back sides
* The photos or video of the defective item(s)
* The photos, video or screenshot showing the malfunction of the defective item(s)
Item is defective under warranty
There is 30 days warranty (upon receipt of the parcel) for most of our items (physical damage or incorrect use excluded), if your item is defective during warranty, you can return it for repair. Please contact us prior to return item, we do not accept any un-allowed package, and please pack the item well when you return it. Customers will also be responsible for paying return shipping costs.
After returning the defective product, please kindly provide us with proofs as below:
* Photos of the front and back of the packaging envelope or box
* Partial shipment slips (if applicable)
* Photo, video, screenshot, or description of the defective item
* Photo, video, screenshot, or description of the defect or defective area
We’re happy to exchange any toy found to have a manufacturing defect in material, construction, or functional components. Our exchange policy does not cover normal wear-and-tear, damage resulting from misuse, or performance issues not directly related to a defect.
If a toy stops working properly within 7 days after receipt of package (or within the manufacturer’s warranty period where applicable), please take the following steps before bringing it back:
- Clean the toy throughly with a cleaner or warm water and mild soap.
- Gather any accessories (chargers, attachments, etc.) included with the toy.
- Gather the packaging and user manual (if you still have them).
Send the toy back anytime to our warehouse address and we'll do our best to sort it out. In the case of a defect, the toy will be replaced (when available) or store credit will be issued in the form of a gift card or purchase credit.
Is it Defective? 3 Things We Look For:
Did you leave batteries in it?
We test every battery operated toy at the register to confirm it's in working order before we sell it. The most common cause of issues with battery operated toys is leaving the batteries in it when not in use (doing so can lead to corrosion and damage to delicate electronics). If we see evidence that batteries have been left in a toy, we will not exchange it.
Did you misuse it?
Toys—especially electric ones—require proper handling and maintenance. Using the wrong kind of lube, exposing a non-waterproof toy to too much moisture and failing to store it properly are all examples of mistreatment that will disqualify a toy from being considered defective.
Are you expecting too much?
Normal "wear and tear" is not considered a defect. A toy's material and build quality will generally vary in relation to it's price. You won't get the same performance and durability below $20 that you will above $100.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We do not issue the refund if:
your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
Please feel free to contact us about returns at email@example.com
If you are unsatisfied with your order – please contact our support and we will do our best to help you out!