Return and Refund Policy

Last Updated: June 17, 2025

At Toyvault, we want you to be completely satisfied with your purchase. If you’re not happy with an item, our return and refund policy1 outlines the steps to take.

This policy applies to purchases made through our website, toyvault.eu.

Website Owner: Elm Street SL

Tax Identification Number (NIF): B82508045

Registered Office: Colina del Sol 20A, 03710 Calpe, Spain

Representative: Stephan Jansen

Contact Email: esdla@live.com

Contact Telephone: 965835729

1. Our 14-Day Return Policy

You have 14 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must meet the following2 conditions:

  • Unused and in its Original Condition: The item must be unused, unworn, unwashed, and in the same condition that you received it.
  • Original Packaging: The item must be in its original packaging, including all tags, labels, manuals, and accessories.
  • Proof of Purchase: You must provide the receipt or proof of purchase.

Please note: Items returned that do not meet these conditions may be refused or subject to a restocking fee.

2. Items Exempt from Return

For hygiene, safety, or other reasons, certain types of items cannot be returned. These include:

  • Perishable goods (e.g., food items, if applicable).
  • Personalized or custom-made products.
  • Gift cards.
  • Downloadable software products.
  • Some health and personal care items (e.g., certain pacifiers, teething toys if opened, and other items where the seal is broken or usage implies direct contact for hygiene reasons).
  • Clearance or “final sale” items (unless faulty).

If you are unsure whether an item can be returned, please contact us before making your purchase.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to esdla@live.com within 14 calendar days of receiving your order. In your email, please include:
    • Your order number.
    • The name of the item(s) you wish to return.
    • The reason for the return.
    • Attach a copy of your receipt or proof of purchase.
  2. Return Authorization: Our customer service team will review your request and, if approved, will provide you with a Return Authorization3 (RA) number and instructions on how to send back your item(s). Please do not send your item back before receiving an RA number.
  3. Package and Ship: Carefully package the item(s) in their original packaging. Clearly mark the RA number on the outside of the package.
    • Return Address: We will provide the specific return address in the return instructions. Generally, returns should be sent to: Elm Street SL Colina del Sol 20A 03710 Calpe, Spain

4. Shipping Costs for Returns

  • Defective or Incorrect Items: If the return is due to a defect in the product or an error on our part (e.g., you received the wrong item), Toyvault will cover the return shipping costs. We will provide you with a pre-paid shipping label or arrange for collection.
  • Change of Mind Returns: For returns due to a change of mind or if the item is no longer desired, the customer is responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance,4 as we cannot guarantee that we will receive your returned item.

5. Refunds

Once your returned item is received and inspected, we5 will send you an email to notify you that we have received your returned item and whether your refund has been approved or rejected.6

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, PayPal), within a certain number of days. Please note that the timeframe for the refund to appear in your account may vary depending on your bank or payment provider.7
  • Non-refundable Costs: Original shipping costs are non-refundable for change of mind returns. Only the product price, including the 21% VAT, will be refunded.
  • Partial Refunds: In certain situations, only partial refunds may be granted (e.g., if the item is not in its original condition, is damaged, or missing parts for reasons not due to our error).8

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us immediately (within 48 hours of delivery) at esdla@live.com with the following information:

  • Your order number.
  • A clear description of the damage or discrepancy.
  • Photographs of the damaged item or the incorrect item received, including the packaging.

We will assess the issue and provide instructions for a replacement or a full refund, including any applicable shipping costs. Please do not discard any packaging or the damaged item until instructed to do so.

7. Exchanges

If you wish to exchange an item (e.g., for a different size or color), the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make9 a separate purchase for the new item.

8. Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at esdla@live.com.

9. Contact Us

For any questions regarding our Return and Refund Policy, or to initiate a return, please contact us:

By Email: esdla@live.com

By Phone: 965835729