Refund 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 our return conditions, cancellation rights and refund procedures.

Nothing in this policy limits your statutory consumer rights under applicable law.

1. Change-of-Mind Returns

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

  • The product must be unused, unassembled and in a resalable condition.

  • All original accessories, components, instructions and packaging must be included.

  • Proof of purchase must be provided.

  • Customers must contact us before returning an item.

Important — Opened and Used Products

We do not accept voluntary returns or refunds for non-defective products that have been opened and subsequently used, played with, assembled or otherwise handled beyond reasonable inspection.

Simply opening the outer packaging to inspect an unused product does not automatically make it ineligible.

This restriction does not apply where mandatory consumer cancellation rights or legal remedies for faulty or misdescribed goods require otherwise.

2. United Kingdom — Returns and Cancellation Rights

Under applicable UK consumer law, customers purchasing eligible goods online generally have the right to cancel an order within 14 days after receiving the goods, without providing a reason, unless a statutory exception applies.

Customers must notify us of their decision to cancel within this period and return the goods within a further 14 days.

Opening the packaging or inspecting the product as reasonably permitted in a physical shop does not automatically remove this right.

However, if goods have been assembled, used, played with or handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.

For eligible cancellations, we will refund the product price and the original standard delivery charge, if paid. Additional charges for premium or express delivery are generally not refundable.

Refunds will be made 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, as required by applicable law.

3. European Union / EEA — Where Applicable

For eligible orders placed by EU or EEA consumers, applicable law generally provides a 14-day withdrawal period beginning after delivery.

Customers must notify us within this period and return the goods within a further 14 days.

Statutory exceptions and lawful deductions for handling beyond reasonable inspection may apply.

Eligible refunds, including applicable standard outbound delivery charges, will be processed within the legally required timeframe. Where permitted, reimbursement may be withheld until the goods are received or evidence of their return is provided.

4. Damaged, Defective, Incorrect or Incomplete Products

Please inspect your order upon delivery.

If an item arrives damaged, defective, incomplete, different from the product ordered or materially inconsistent with its description, contact us as soon as reasonably possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs, where practical

Depending on the circumstances and applicable consumer law, we will arrange an appropriate remedy, which may include replacement parts, repair, replacement, a price reduction or a refund.

Opening or using a product does not automatically remove your legal rights in relation to genuine defects, incorrect goods or failures to meet applicable consumer guarantees.

Where a return is required for a confirmed product fault, we will cover or reimburse reasonable return costs where required by law.

5. How to Request a Return

To request a return or cancellation:

  1. Contact us at zhengjting@gmail.com or through our website contact form.

  2. Include your order number and explain whether the request concerns a change of mind, cancellation, or a problem with the product.

  3. We will provide the appropriate return instructions.

  4. Pack the items securely and include the relevant order reference.

  5. We recommend using a tracked shipping service and keeping proof of postage.

Where a statutory right of cancellation applies, timely notification of cancellation does not depend on our prior approval.

6. Return Address

Authorised Return Address

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

Please contact our customer support team before sending a parcel so that we can provide the appropriate return instructions.

Do not send returns to our bank address or any unconfirmed location.

For international returns, please check the carrier's shipping requirements and keep the tracking details.

7. Return Shipping Costs

For voluntary change-of-mind returns and statutory cancellations, customers are generally responsible for direct return shipping costs unless otherwise agreed or required by applicable law.

International return shipping to the United Kingdom may be expensive. Customers should confirm shipping costs with their chosen carrier before returning a parcel.

For defective, incorrect or materially misdescribed products, we will cover reasonable return shipping expenses where required by law.

No undisclosed restocking fee will be charged for statutory cancellations.

8. Refund Processing

Approved refunds are issued to the original payment method unless another method is agreed where legally permitted.

For eligible voluntary returns, we aim to process refunds within 10 business days after receiving and inspecting the returned products.

Where statutory cancellation or consumer guarantee rules apply, the applicable legal refund deadlines take precedence.

Please note that banks and payment providers may require additional time to reflect the refund in your account.

Original premium delivery charges and voluntary return shipping fees are generally non-refundable except where required by law.

9. Exchanges and Order Cancellations

Please contact us before returning an item for exchange.

Exchanges depend on product availability and applicable consumer rights.

If you need to cancel or change an order before dispatch, please contact us as soon as possible.

Once an order has been shipped, we may not be able to stop delivery. This does not affect any applicable statutory cancellation rights.

10. Contact Information

Store: MYTOOGO

Operating company: RICH SOIL SUPPLY CHAIN CO., LIMITED (Hong Kong)

Customer support: zhengjting@gmail.com

Website: https://mytoogo.com

Contact page: https://mytoogo.com/pages/contact

If you have questions regarding returns, refunds, damaged goods or cancellation requests, please contact our customer support team.

This policy does not exclude, restrict or modify any consumer rights that cannot lawfully be excluded under applicable consumer protection laws.