Returns, Refunds & Exchanges

Last updated: 20 August 2026

At The Toy Spool, many of our products are made to order and some are personalised specifically for you. Because of this, we generally do not accept returns simply because a customer has changed their mind.

However, we stand behind the quality of our creations and will help resolve genuine product issues.

Non-Personalised Products

We currently do not offer returns for change of mind on non-personalised products.

If you receive a product with a genuine quality issue, manufacturing defect, damage, or an error on our part, please contact us. We'll assess the issue and provide an appropriate resolution, which may include an exchange, replacement, repair or refund where applicable.

Personalised Products

Personalised products are created specifically according to the information, photographs, names, messages or other details provided by you.

Because these products are made specifically for you, they cannot normally be returned or exchanged due to a change of mind, incorrect information supplied by the customer, or a decision not to keep the product.

This does not affect your rights if the product is defective, damaged, incorrect or materially different from what was agreed.

What if I receive a damaged product?

Please contact us as soon as possible after delivery.

Please provide:

• Your order number
• Clear photographs of the product
• Clear photographs of the packaging
• A short description of the issue

Please retain the original packaging until the issue has been resolved.

We'll review the issue and determine the appropriate resolution.

What if I receive the wrong product?

If you receive a product different from what you ordered, please contact us with your order number and photographs of the product received.

We'll investigate the issue and arrange an appropriate resolution.

What if there is a quality or manufacturing issue?

If your product has a genuine manufacturing defect or does not match the product description or order specifications, please contact us.

We'll review the issue and may provide an exchange, replacement, repair or refund, as appropriate.

Order Cancellation

You may request cancellation of your order by contacting us as soon as possible after placing it.

Because many of our products are made to order, cancellation may only be possible before production or personalisation has begun.

Once production or personalisation has started, cancellation may not be possible.

For personalised products, this is particularly important because the product may already have been created specifically for you.

If your order has already been dispatched, it cannot be cancelled through this process.

How do I request an exchange, refund or other resolution?

Please contact us:

Email: hello@thetoyspool.in
WhatsApp: +91 8427350093

Please include your name and order number, along with photographs or other relevant information where applicable.

Refunds

Where a refund is approved, it will generally be processed through the original payment method, subject to the payment provider's processing timelines.