Returns & Refunds Policy

At Hi5 Toys, every order undergoes a quality check before being packed and dispatched. We take utmost care to ensure that your products reach you in good condition.

However, in the rare event that a product is missing, defective, or damaged during transit, you may contact us to request a return and refund, subject to clear video verification and approval under this policy.

How to Report a Damaged, Defective or Missing Product

Step 1 – Contact Us Within 24 Hours

Please contact our Customer Support team within 24 hours of receiving your order through:

• WhatsApp:  6381067878 or Through the WhatsApp support option available on our website

Step 2 – Share Your Order Details

Please provide your Order ID and clearly explain the issue with the product along with opening video.

Step 3 – Opening Video

For damaged, defective, missing, or incorrect-product claims, a continuous, unedited opening/unboxing video from the sealed package being opened until the product and its contents are fully shown is required wherever possible. This helps us verify the condition of the parcel and process claims efficiently.

Claims without adequate evidence may require additional verification before approval.

Step 4 – Return of the Product

We currently do not offer a pickup facility for return claims. If the return is approved, the customer will need to courier the product back to us.

For eligible defective/damaged product claims, we will reimburse return courier charges up to ₹60 only as we charge the same with customer, subject to verification and submission of valid return-shipping proof. 

Step 5 – Refund

Once the returned product reaches our warehouse, it will be inspected and verified.

For an approved return, the applicable refund will be processed within 2 working days after receiving and verifying the product.

The approval of a return or refund will depend on the nature of the issue, supporting evidence, product condition, and verification by our team.

Important Note Regarding Packaging Damage

Minor damage to the outer courier cover, cardboard packaging, dents, scratches, or similar transit marks on external packaging/tins, where the product itself is not damaged, will generally not be considered product damage and will not qualify for a refund.

If the product itself has been damaged, please contact us within the specified timeframe with the required evidence.

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Order Cancellation Policy

Cancellation Before Shipment

If you wish to cancel your order before it has been shipped, you may contact our Customer Support team as soon as possible.

If the cancellation is successfully processed before shipment, the eligible refund will be initiated within 1–3 working days of approval.

Cancellation After Shipment

Once an order has been packed, dispatched, or handed over to our courier partner, cancellation may not be possible.

If you wish to cancel an order after dispatch, please contact our Customer Support team through WhatsApp or email at hi5toysofficial@gmail.com.

• Applicable shipping/return charges may be deducted from the refund, where permitted.

Refund Timeline for Cancelled Orders

Cancellation before shipment:
For an approved cancellation, the refund will generally be initiated within 1–3 working days after the cancellation is processed.

Refund Method & Processing Time

For prepaid orders, refunds will generally be processed to the original payment method, subject to the payment gateway/bank's processing procedures.

Once we initiate the refund, it may take approximately 2–7 business days for the amount to reflect in your account, depending on your bank, card issuer, payment gateway, or payment method.

Please Note

All return and refund requests are subject to verification. We reserve the right to decline a claim where the reported issue cannot be verified or where the claim does not meet the applicable conditions of this policy.

Nothing in this policy is intended to limit any rights or remedies available to customers under applicable consumer protection laws.