Return & Refund Policy

At Brainy Toys, we want every order to arrive exactly as it should: complete, safe, and ready for your little one to enjoy. Because we know how much trust you place in us when you order, we've built a clear and fair policy around returns and refunds.

When a Return or Refund Applies

We accept returns and process refunds only in the following situations:

• Damaged items. Your product arrived broken, torn, or otherwise physically damaged during transit.
• Incomplete orders. One or more items from your order are missing, or a bundle/set arrived with missing pieces.

Please note that change-of-mind returns, and general dissatisfaction unrelated to damage or missing items are not covered under this policy. All our toys are carefully quality-checked before dispatch, so this policy is designed to protect you specifically in the rare cases where something goes wrong during shipping or packing.

How to Report a Problem

If your order arrives damaged or incomplete, here's what to do:

1. Contact us within 48 hours of delivery at brainytoyspk@gmail.com, or through Instagram or WhatsApp, whichever you used to order.
2. Include your order number, along with clear photos or a short video showing the damage or missing item(s) and the packaging they arrived in.
3. Our team will review your case within 1 to 2 business days and confirm the next step.

Your Two Resolution Options

Once your claim is verified, you can choose one of the following:

Option 1: Replacement Order

We'll dispatch a new, complete order to you right away. At the same time, our courier partner will arrange to pick up the damaged or incomplete items from your address, so there's no need for you to arrange shipping yourself.

Option 2: Return for Inspection

We'll send you a prepaid shipping label so you can send the item(s) back to our warehouse. Once received, our team will inspect the item(s) and, based on the outcome, proceed with either a full replacement or a refund to your original payment method (or store credit, if you prefer).

Timelines

• Claim review: 1 to 2 business days after photos or videos are received
• Replacement dispatch: within 2 to 4 business days of approval
• Refunds under Option 2: processed within 5 to 7 business days of the item reaching our warehouse

A Few Important Notes

• Please keep the original packaging until your claim is resolved. This helps us process things faster and is sometimes needed for the pickup or return.
• Since we operate on Cash on Delivery, refunds for COD orders are issued via bank transfer or Easypaisa/JazzCash, whichever is easiest for you.
• We reserve the right to decline a claim if the reported issue doesn't match the evidence provided, or if it's reported well outside the 48-hour window.

Questions?

We're a small, parent-run team, and we genuinely want to make things right if something's gone wrong on our end. Reach out to us anytime at brainytoyspk@gmail.com and we'll take care of it.