Return & Refund

Return & Refund Policy

We want you to be happy with your Toy Sarena purchase. If there is a problem with your order, please contact our customer support team so we can review it.

Return Requests

If you wish to request a return, contact us within the applicable return period communicated for your order and provide your order number and the reason for the request.

To be eligible for a return, the product should generally be:

  • Unused and in its original condition

  • Complete with its original packaging

  • Accompanied by included accessories, manuals, parts, and gifts, where applicable

  • Supported by proof of purchase

Return eligibility remains subject to applicable Saudi consumer laws and any exceptions permitted by law.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If you believe you have received a damaged, defective, or incorrect product, contact us promptly and provide:

  • Your order number

  • A description of the issue

  • Clear photos and/or video of the product and packaging

Our team will review the information and advise you of the appropriate next steps.

Non-Returnable Items

Certain products may not be eligible for return where an exception is permitted by applicable law, including products whose condition, packaging, hygiene, customization, or use makes them ineligible.

Any applicable restrictions will be assessed in accordance with Saudi consumer protection requirements.

Refunds

Once an eligible return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be processed using the applicable refund method. The time required for the refunded amount to appear may depend on the payment provider or financial institution.

Return Shipping

Responsibility for return shipping costs will depend on the reason for the return and applicable consumer rights. If the product is confirmed to be defective, damaged, or incorrectly supplied, the appropriate remedy will be provided in accordance with applicable law.

For return assistance, please contact Toy Sarena Customer Care through our Contact Us page.