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How quickly can I return an item?

As long as the product is unopened and still in its original condition and packaging, you can return it within 7 working days from the date of receipt. Please email us at info@klugtoys.com

Please note that you have to bear the costs of the returned item.

If you request a pickup service for the items to be returned or exchange, a charge of 50 AED will be applied. 

What form of refund can I get?

Once the product has been evaluated and it’s eligible for return, we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase. It will be valid for 6 months.

The store credit will be equal to the value of the product payed and will be exclusive of any shipping fees if any have been applied. 

What if I receive an item with manufacturing defect?

If you have a complaint about your product or think it might have a defect, is damaged or has missing parts, please email us at info@klugtoys.com with pictures and videos of the item showing the fault or damaged part and we will then start investigating the problem.

We will arrange a courier pick up from your location. You must repack the item in the same original box it was delivered in and all the parts, labels, packaging and manual must be intact. Upon receipt, it will be submitted for the routine evaluation and testing.

If the item is confirmed to have a manufacturing defect by our product experts and technical team, we will repair it or issue a replacement. If the item has a missing part, we will provide what’s missing.

Should you decide that you do not want a replacement and the return request was received within 7 working days from the date of receipt, we will issue a store credit valid for 6 months from the issue date. Kindly note that we are unable to process a cash refund.

If the item is working and is proven to be not faulty or damaged or requires proper configuration or assembly we will return the item back to you.

Products we can’t refund or replace

Products we can’t process for return are listed below: 

• Personalized items

• Items on sale

• Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)

• Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period

• Items that have been assembled, used, altered or installed, unless defective

• Items that were sealed and require their hygienic levels to be intact from the manufacturer

Further exceptions are mentioned along with the product description.

How long does it take for the whole return and exchange process to be completed?

We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product.

The value of the item returned will be credited using a store credit voucher within 48 hours. 

What delivery destinations does the return policy apply to?

Our return policy is applicable to items delivered within the UAE only. We are unable to process a return for items shipped to any other destination.