Refund & Exchange Policy

we want you to be satisfied with your purchase. If you receive a damaged, defective, incorrect, or incomplete product, you may request a return, exchange, or refund subject to the conditions below.

Eligibility

A return, refund, or exchange request must be raised within 24 hours of delivery.

To raise a claim, you must provide:

  • A clear, unedited parcel-opening video, starting before the parcel is opened and clearly showing the shipping package, product, and issue.

  • Clear photos of the product and the reported issue.

  • Your order details and a brief description of the issue.

Claims without a clear parcel-opening video and supporting photographs will not be accepted.

The product must be returned in its original condition, including its packaging, accessories, manuals, tags, and any other items supplied with it.

Non-Returnable / Non-Exchangeable Products

For hygiene, safety, packaging, and product-integrity reasons, returns or exchanges are not accepted for the following categories unless the product was received damaged, defective, incorrect, or incomplete. In such cases, the required clear, unedited parcel-opening video and supporting photographs must still be provided with the claim:

  • Liquid items

  • Inflatable items

  • Helicopters, drones, and other vehicles with propellers

  • Other items made of fragile material such as glass, china, porcelain, ceramic, plaster, etc.

Products damaged due to misuse, improper handling, normal wear and tear, or failure to follow the supplied instructions are not eligible.

Claims made solely because of normal, expected roughness or damage to the packaging during transit are not eligible.

Regardless of these terms, we still encourage customers to report any unexpected issues with the items in their orders as we prioritize good customer relations over stern policies, and will do our best to entertain any claims even on non-eligible products where possible.

Change of Mind

Returns, refunds, or exchanges for change of mind, personal preference, or ordering the wrong product/variant are not accepted unless otherwise approved by Homen. If you need to make a change or cancel your order for any of these reasons, please contact Toy Lane before your order is shipped.

How to Raise a Claim

Return, refund, or exchange requests can be submitted through:

Please include your order number, required parcel-opening video, supporting photographs, and a brief description of the issue.

Return Shipping & Delivery Charges

Original shipping/delivery charges are non-refundable unless otherwise approved by Homen. If the original order qualified for free shipping, the applicable standard shipping/delivery charge will be deducted from the refundable amount when any product from that order is returned for a refund.

The customer is responsible for the courier charges for sending the product back to the return address provided by Toy Lane after the return request is approved.

For approved exchanges or replacements, the customer will be responsible for the applicable shipping/delivery charge for sending the replacement product, regardless of the replacement or original order value and regardless of whether it would otherwise qualify for free shipping.

Please do not send any product back before receiving return instructions from us. Unapproved returns will not be accepted or processed.

Inspection & Approval

All returned products are inspected after receipt.

If the claim is approved, Homen may offer, depending on the circumstances and product availability:

  • Replacement of the product;

  • Exchange for an eligible product;

  • Store credit; or

  • Refund of the eligible product amount.

If the returned product does not meet the conditions of this policy or the reported issue cannot be verified, Homen reserves the right to reject the claim. The customer may request that the same product be returned to them, but they must bear the applicable courier charges for sending it back.

Refunds

Approved refunds apply to the eligible product amount only, less any applicable shipping/delivery charges. Original shipping/delivery charges are non-refundable unless otherwise approved by Homen. 

Where the original order qualified for free shipping, or where advance payment was required to verify and confirm the order, the applicable standard shipping/delivery charge will be deducted from the refundable amount where that charge was not already separately paid by the customer.

Approved refunds may be issued through:

  • Bank transfer

  • Mobile Wallet transfer (JazzCash, EasyPaisa, SadaPay, NayaPay, etc.)

  • The original online payment method, where supported and applicable

For Cash on Delivery (COD) orders, approved refunds will generally be issued through bank transfer. The customer will be required to provide the necessary account details for processing the refund.

Refunds will be processed after the returned product has been received, inspected, and approved.

Damaged, Incorrect or Incomplete Orders

Please inspect your parcel immediately upon delivery.

If you receive a damaged, defective, incorrect, or incomplete product, contact Homen within the eligibility period through WhatsApp or email and provide the required parcel-opening video, photographs, and order details.

Do not discard the product, packaging, shipping label, accessories, or other contents until your claim has been resolved.

Order Cancellations

Orders may only be cancelled before they have been processed or dispatched. Once an order has been dispatched, it cannot be cancelled under this policy.

Homen reserves the right to assess return, refund, and exchange requests individually where circumstances require further review.