Refund policy
How long do I have to return an item?
If an item is unopened, remains in its original condition, and is in its original packaging, you may request a return within 7 calendar days from the date of delivery.
Please provide clear photos of the item when submitting your return request. You may contact us at marketing@elctoys.com.
Returned products must be in new condition and in their original packaging. For standard returns where the product is not defective or damaged, the customer is responsible for the return shipping cost.
Cancellation
Customers may request cancellation of an order or service within 24 hours of placing the order.
If the cancellation is approved and payment has already been processed, the refund will be returned to the original payment method. Depending on the payment provider or bank, please allow up to 45 days for the refund transfer to be completed.
What type of refund can I receive?
Once the returned product has been received, inspected, and confirmed as eligible for return, an approved refund will be processed through the original payment method.
Where applicable and agreed with the customer, store credit may be offered as an alternative and can be used toward a replacement product or a future purchase.
What if I receive a product with a manufacturing defect?
If you believe your product has a manufacturing defect, is damaged, or has missing parts, please contact our customer service team and provide clear photos and videos showing the issue.
For missing parts, complaints must be submitted within 7 calendar days from the date of delivery.
We may arrange collection of the product from your location through our courier partner. The product must be repacked in its original box, with all parts, labels, packaging, accessories, and instruction manuals included.
Once collected, the product will be inspected and evaluated.
If our product specialists or technical team confirm a manufacturing defect, we may:
- repair the product;
- replace the product; or
- provide the missing part, where applicable.
If more than 7 calendar days have passed since delivery, an eligible defective product may be handled as a repair request rather than a standard return.
If you do not wish to receive a replacement and your eligible return request was submitted within 7 calendar days of delivery, we may offer store credit valid for 6 months from the date of issue or, where a monetary refund is approved, process the refund through the original payment method.
Approved refunds relating to defective products may require up to 15 days to be processed following assessment and approval.
If the product is found to be functioning correctly, is not defective or damaged, or only requires correct adjustment, assembly, or installation, the product will be returned to you.
Items we cannot refund or replace
We may not accept returns for:
- products with extended delivery times where additional return restrictions apply;
- products that are no longer in their original condition or original packaging;
- sealed products where the seal, plastic wrapping, or packaging has been removed, broken, torn, or damaged;
- products damaged due to misuse or showing signs of use or damage;
- products that have been assembled, used, altered, or installed, unless they are confirmed to be defective.
Any additional exclusions will be stated on the relevant product page where applicable.
How long does the return or exchange process take?
We normally aim to arrange collection within 24–48 hours after receiving the information required to process your request.
Where a replacement is approved, delivery of the replacement product normally takes approximately 2–3 working days after the returned item has been received and assessed.
Where store credit is approved, it will normally be added to your Early Learning Centre account within 2–3 working days after the returned item has been received and the return approved.
Where does this Return & Refund Policy apply?
This Return & Refund Policy applies only to products delivered within the Kingdom of Saudi Arabia.
We cannot process return requests for products shipped to destinations outside Saudi Arabia.
During peak periods, including December and the month preceding Ramadan, processing times may be longer. Manufacturing-defect and missing-parts cases will continue to be reviewed.
For any questions about returns or refunds, please contact us at marketing@elctoys.com.