Refund and Returns Policy

Effective Date: 2026

At Toyom, we want every customer to shop with confidence. This Refund & Return Policy explains how returns, replacements, and refunds are handled when you purchase products from Toyom.com.ng.

By placing an order on our website, you agree to the terms stated in this policy.

1. Return Eligibility

You may request a return if:

  • You received a wrong item.
  • The item delivered is damaged.
  • The item is defective.
  • The item is significantly different from what was displayed or described on the website.
  • You received an incomplete order.

To qualify for a return, the item must be unused, in good condition, and returned with its original packaging, tags, accessories, manuals, and any items that came with it.

2. Return Period

Customers must report return issues within 24 to 72 hours after delivery.

Requests made after this period may not be accepted, except where the issue is clearly due to a product defect or delivery error.

3. Non-Returnable Items

Some products may not be eligible for return due to hygiene, safety, or usage reasons.

Non-returnable items may include:

  • Used or damaged items caused by the customer.
  • Items without original packaging or accessories.
  • Personal care items that have been opened or used.
  • Innerwear or hygiene-related fashion items.
  • Clearance sale or final-sale products.
  • Customized or special-order products.
  • Products damaged due to misuse, poor handling, or negligence.

4. How to Request a Return

To request a return, please contact Toyom customer support with the following details:

  • Your full name.
  • Order number.
  • Product name.
  • Reason for return.
  • Clear photo or video evidence of the issue.
  • Delivery date.

Send your request to:

Email: support@toyom.com.ng
Website: www.toyom.com.ng

Our support team will review your request and provide instructions on the next step.

5. Return Review and Approval

After receiving your return request, Toyom will review the details provided.

If your return is approved, we may offer one of the following:

  • Product replacement.
  • Product exchange.
  • Store credit.
  • Refund.

Toyom reserves the right to reject a return request if the product does not meet the return conditions stated in this policy.

6. Replacement Policy

If you receive a wrong, damaged, or defective item, Toyom may replace the product with the correct or working item, depending on stock availability.

If the item is out of stock, we may offer an alternative product, store credit, or a refund.

7. Refund Policy

Refunds are only processed after the returned item has been received, inspected, and approved by Toyom.

Approved refunds may be made through the original payment method or another agreed payment channel.

Refund processing timelines may vary depending on your bank, payment provider, or payment method.

8. Refund Timeline

Once a refund is approved, it may take between 5 to 14 working days for the refund to reflect, depending on the payment provider or bank involved.

Toyom will do its best to process approved refunds as quickly as possible.

9. Delivery Fees and Return Shipping

Delivery fees may not be refundable, except where the return is caused by an error from Toyom, such as:

  • Wrong item delivered.
  • Damaged item delivered.
  • Defective item delivered.
  • Incomplete order delivered.

If the return is due to a customer’s personal reason, the customer may be responsible for return shipping costs.

10. Exchange Policy

Customers may request an exchange where applicable.

Exchanges are subject to product availability and approval by Toyom. If the requested replacement item is unavailable, Toyom may offer store credit or another available option.

11. Order Cancellation

Customers may request order cancellation before the order is processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. In such cases, the customer may need to follow the return process after delivery.

12. Damaged or Wrong Items

If your item arrives damaged, wrong, or incomplete, please contact Toyom support immediately.

You may be required to provide clear photos or videos showing the condition of the item and packaging.

Please do not use, repair, alter, or dispose of the item before contacting us, as this may affect your return approval.

13. Items Bought During Promotions

Products purchased during flash sales, clearance sales, discount campaigns, or special promotions may have limited return options.

Where a promotional product is defective, damaged, or wrongly delivered, Toyom will still review the complaint and provide a fair resolution.

14. Refused or Failed Delivery

If delivery fails because the customer provided an incorrect address, was unavailable, or could not be reached, extra delivery charges may apply for redelivery.

Toyom will not be responsible for delays or failed deliveries caused by incorrect customer information.

15. Final Decision

Toyom reserves the right to make the final decision on all return, replacement, exchange, and refund requests after reviewing the details of each case.

16. Contact Us

For questions or complaints about refunds, returns, replacements, or exchanges, contact us through:

Toyom Customer Support
Email: support@toyom.com.ng
Website: www.toyom.com.ng

Thank you for shopping with Toyom