I’ve received a faulty/damaged item

We apologize for any inconvenience caused by receiving a faulty or damaged item. Follow the steps below to resolve the issue:

1. Check the Item

• Before proceeding, carefully inspect the item to confirm that it is indeed faulty or damaged. If possible, take clear photos of the damage to provide proof.

2. Contact Us Immediately

• Reach out to our customer support team as soon as possible. You can contact us via the following:
  • Email: contact@udumagtoy.com
  • Live Chat: Available on our website

Please include the following details:

• Order number
• Description of the fault or damage
• Photos of the damaged item

3. Return and Refund Process

• Once we’ve confirmed the issue, we’ll guide you through the return process. Depending on the situation, you may be eligible for:
  • A full refund
  • A replacement item
  • A discount on future purchases

4. Timeframe

• Please notify us of any faulty or damaged items within 7 days of receiving your order. After this period, we may not be able to process the return or exchange.

5. Packaging

• If possible, keep the original packaging and any accessories that came with the item. This helps ensure that the return or exchange process goes smoothly.

6. Refund Processing

• Refunds will be processed to the original payment method and may take 5-10 business days depending on your bank or payment provider.