Returns and Refund Policy

Start on WhatsApp

For any return, exchange or problem with an order, message us on WhatsApp at +961 79 30 81 41 or email toygate.lb@gmail.com, with your order reference. It is on your confirmation page. Please ask before sending anything back, so we can tell you how.

Checking your order at the door

You pay the courier in cash when the order reaches you, so nothing has been charged before you see it. You may open the parcel and check the toys before you pay.

If a toy is damaged or wrong, you can refuse it at the door and pay nothing for it. If you refuse the order for any other reason, you pay the delivery fee.

If you change your mind

You can return or exchange a toy within 7 days of delivery, as long as it is unused, in its original sealed packaging and with every part.

These cannot be returned once opened, unless they are damaged, faulty or wrong:

• hygiene items, such as teethers, soothers and other baby items that go in the mouth;
• personalised toys, and toys we ordered specially for you.

For a change of mind, you pay the delivery fee to send the toy back, and the original delivery fee is not refunded.

A damaged, faulty or wrong toy

Message us on WhatsApp at +961 79 30 81 41 within 48 hours of delivery, with your order reference and a photo of the toy and its box. We replace the toy, or refund it if we have no replacement. Toy Gate pays the delivery both ways, and the original delivery fee is refunded with it.

If a toy carries a maker’s guarantee, contact Toy Gate, not the maker, and we pass the claim on for you.

Sending a toy back

Bring it to the shop on Eastern Boulevard, Saida, or we arrange for the courier to collect it from your address. Please keep the box, the parts and the order reference together.

Refunds

A refund is paid back the same way you paid. An order paid in cash on delivery is refunded in cash. If card payment is added, an order paid by card will be refunded to the same card.

We make the refund within 7 to 14 working days after the toy reaches us and we have checked it. A card refund can take a few more days to show on your statement, depending on your bank.

Instead of a refund, you can choose an exchange for another toy.

Toys bought in the shop

Toys bought in person at the Saida shop follow the same rules. Bring the toy with your receipt.

Your rights

This policy does not take away any right you have under Lebanese consumer law.

More about ordering

How delivery works is in our Shipping Policy. The rest is in our Terms and Conditions.