Returns & Refunds Policy

Returns & Refunds Policy

Last updated: October 26, 2026

Thank you for shopping with MYTOOGO. We sell Advent calendars, creative building sets, miniature toys and collectible gifts. This policy explains voluntary returns, damaged or faulty items, cancellation rights and refunds. Nothing in this policy limits any consumer rights that cannot legally be excluded.

1. Change-of-mind returns

For customers in the United States, Australia and other locations where no mandatory cancellation right applies, we accept requests for voluntary returns within 14 days after delivery, subject to the following conditions:

  • The item is unused, unassembled, complete and in a resalable condition.
  • All components, accessories, instructions and original packaging are included.
  • You provide proof of purchase and contact us before shipping your return.

Opened and used items: We do not accept voluntary returns or refunds for non-defective items that have been opened and then used, played with, assembled or otherwise handled beyond reasonable inspection. Simply opening the outer packaging to inspect an unused item does not automatically make it ineligible.

These conditions apply only to voluntary returns and do not override statutory cancellation rights or rights relating to faulty, incorrect or misdescribed goods.

2. United Kingdom — statutory cancellation rights

If you are a UK consumer purchasing eligible goods online, you generally have the legal right to cancel for any reason within 14 days after receiving the goods, unless a statutory exception applies. To exercise this right, clearly notify us at zhengjting@gmail.com or through our Contact Us page within that period. You then have a further 14 days to send the goods back.

Opening packaging or reasonably inspecting goods, as you could in a shop, does not by itself remove this right. However, where an item has been assembled, played with, used or otherwise handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a lawful deduction to reflect any resulting reduction in value. We will assess this based on the item's actual condition, not impose a blanket no-refund rule.

For eligible UK cancellations, we refund the product price and the original standard delivery charge (if paid). Any additional cost for premium or express delivery is not generally refundable. We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that they have been sent back, whichever is earlier, in accordance with applicable law.

3. European Union / EEA — where applicable

If we accept an order from an EU or EEA consumer and the statutory withdrawal rules apply, you generally have 14 days after delivery to tell us you wish to withdraw, without giving a reason, and a further 14 days to send the goods back. Any lawful exceptions and deductions for handling beyond reasonable inspection apply. Refunds, including eligible standard outbound delivery charges, will be made within the legally required timeframe; where permitted, we may withhold reimbursement until the goods are received or you supply evidence that they have been returned.

4. Damaged, defective, incorrect or incomplete orders

Please inspect your order when it arrives. If anything is damaged, faulty, incomplete (including missing parts), not as described or different from what you ordered, contact us as soon as reasonably possible. Include your order number, a description of the issue, and clear photos where practical. Photos help us resolve problems but are not an absolute condition of your legal rights.

Depending on the circumstances and applicable law, we will offer the required remedy, such as replacement parts, a repair, a replacement, a price reduction or a refund. Opening or using a product does not automatically remove your rights for genuine defects or other failures to meet applicable consumer guarantees. If a return is necessary for a confirmed fault, we will cover or reimburse reasonable return costs where required by law.

5. How to request a return or cancellation

  1. Email zhengjting@gmail.com or use our contact form. Include your order number, the product involved and whether your request concerns a change of mind, cancellation or an issue with the goods.
  2. We will provide packing and return-shipping instructions. Any statutory cancellation notice is effective when properly communicated within the required period; it does not depend on our advance approval.
  3. Pack the items securely, include the order reference and use a tracked shipping service where possible. Keep your postage receipt.

Authorised return address

C/O super smart service
358 Brooms Rd
Stone
Staffordshire
ST15 0SH
United Kingdom

Please contact us before mailing a parcel so we can help with the correct return instructions. Do not send goods to our bank or registered-business address. For international returns, confirm the carrier's delivery requirements and retain tracking details.

6. Return shipping costs

For change-of-mind or statutory-cancellation returns, the customer is normally responsible for the direct cost of return shipping unless we expressly agree otherwise or applicable law requires us to pay. International return postage to the United Kingdom may be expensive; you should check the cost with your chosen carrier before shipping. No undisclosed restocking fee is charged for statutory cancellations.

For faulty, incorrect or materially misdescribed items, we will cover reasonable return costs where required by law and may offer an appropriate alternative resolution.

7. Refunds

Approved refunds are issued to the original payment method unless otherwise agreed where permitted by law. For voluntary returns not covered by statutory cancellation rights, we aim to process the refund within 10 business days after receiving and checking the returned goods. For statutory cancellations and faulty goods, the applicable legal deadlines and remedies take precedence. Banks and payment providers may take additional time to post funds to your account.

Where permitted by law, change-of-mind return shipping and optional premium outbound delivery charges are not refundable. We do not refuse legally required refunds merely because original packaging has been opened or discarded.

8. Exchanges and order changes

Please contact us before returning an item for exchange. Exchanges are subject to product availability and applicable legal rights. If you need to change or cancel an order before dispatch, contact us promptly; once shipped, we may not be able to intercept it, but your statutory rights remain unaffected.

9. Contact

Store: MYTOOGO
Operating company: RICH SOIL SUPPLY CHAIN CO., LIMITED (Hong Kong)
Registered office (Hong Kong):
Room 1009, 10/F, Front Block,
Ming Sang Industrial Building,
19 Hing Yip Street,
San Po Kong, Hong Kong
Email: zhengjting@gmail.com
Contact page: mytoogo.com/pages/contact