By placing an order on www.patoys.in, you unconditionally accept this Policy, which forms part of our Terms of Service. All clauses are interpreted fairly under Indian consumer law and do not override your statutory rights.

01Product Nature & Customer Responsibility

PATOYS sells ride-on toys, electric bikes, petrol bikes, ATVs, and mechanical products shipped in semi-assembled condition. The customer is solely responsible for:

Defects arising from improper assembly, incorrect installation, misuse, negligence, or unauthorized modification are not considered manufacturing defects and are not eligible for return, refund, or replacement.

02Mandatory Unboxing Video Requirement

Any claim for missing items, transit damage, physical damage, manufacturing defects, or incorrect delivery requires a valid unboxing video. The video must:

While strongly recommended as primary evidence, PATOYS may at its discretion consider alternative supporting evidence in genuine cases.

03Reporting Time Limit

How to report:

1	Record your mandatory unboxing video (must clearly show the package was not tampered with)
2	Send it via WhatsApp: +91 80101 10811 along with your order number
3	If the video file is too large for WhatsApp, send it via Telegram to the same number: +91 80101 10811

💬 WhatsApp: +91 80101 10811 ✈️ Telegram (large files)

04Non-Returnable Products

The following are strictly non-returnable once delivered, except for a verified manufacturing defect supported by valid evidence:

These may still be supported through spare parts assistance or technical guidance at PATOYS' discretion.

05Transit Damage & Tampered Delivery Protocol

a) Do NOT share the OTP until you've inspected the package

Share your delivery OTP only after visually inspecting the package for tampering, damage, or an already-open box. Sharing the OTP is treated as confirmation that the order was received in good condition — so inspect first, share second.

b) Inspect before accepting

Check the outer packaging for: tampering or re-taping, physical damage, or an open/partially opened box.

c) If tampering or damage is found

1	Record a clear video or photos of the package condition before opening
2	Write "Received in damaged/tampered condition" on the courier's POD before accepting — or refuse delivery if severe. Note: OTP-verified deliveries may not carry a physical POD slip — if unavailable, go to step 3.
3	Immediately raise a complaint with Delhivery: log in at delhivery.com with your registered mobile number, enter your AWB/tracking number, and use the Help section (Call/Chat/Email) with photo/video proof
4	Inform PATOYS immediately via WhatsApp (+91 80101 10811) or email (help@patoys.in)

d) POD acceptance without remarks = accepted in good condition

e) Mandatory compliance

Failure to follow the above — including sharing OTP without inspection, not reporting at delivery time, not raising a complaint with the logistics partner, or not informing PATOYS immediately — will be treated as successful delivery in good condition, and PATOYS reserves the right to reject related claims.

06Defect Verification Process

For a defect claim, provide: your unboxing video (or alternative evidence), clear photographs of the defect, and a written description of the issue. PATOYS' technical assessment follows standard industry practice; disputes may be reviewed per applicable consumer law.

07Return Approval & Inspection Process

Returns are accepted only after prior written approval from PATOYS support, and require:

Unauthorized returns will not be accepted and will be returned to the sender at their cost. All returned products undergo inspection within 3–7 business days of receipt; products showing signs of usage, missing parts, or unreported damage may be rejected and shipped back at the customer's expense.

08Refund Policy

Refunds are processed only once: (1) a verified manufacturing defect is established, (2) the return is approved in writing, and (3) the returned product passes inspection.

Deductions that may apply: payment gateway/transaction charges, forward shipping, reverse shipping, packaging & handling costs.

09Order Cancellation Policy (before you receive the order)

This section applies while your order is still with us or in transit — before delivery has been accepted.

When you cancel	Charge
Within 1 hour of placing the order	Free — no charge
After 1 hour, but before dispatch	5% + GST (processing/bank charges)
After dispatch, before delivery (only if PATOYS approves — rare)	5% + GST + actual forward & reverse shipping

COD Order Verification

For Cash on Delivery orders, our WhatsApp Chatbot sends a confirmation message with "Confirm My Order" / "Cancel My Order" options. If not verified, PATOYS may auto-cancel — especially where:

Address incomplete/incorrect Number doesn't use WhatsApp Flagged "High Risk of Fraud" Verification call can't connect

Loan / No-Cost EMI Cancellations

If cancelling an order approved under a consumer loan, actual bank charges apply — even for No-Cost EMI. A 15% bank interest charge and possible foreclosure charges may apply per your bank's policy; contact your bank directly. PATOYS and its partners are not responsible for such charges.

09BRestocking Fee Policy (after you've received the order)

This section applies once you have physically received and accepted delivery of your order, and are now returning it (as distinct from cancelling before delivery, covered in Section 09 above).

Scenario	Restocking Fee
Cancelled before dispatch (Section 09 above)	None — only the cancellation charge in Section 09 applies
Return after delivery has been accepted (approved, non-defect return)	Up to 15% of order value, based on product condition, logistics cost & repackaging needs

These charges reflect actual costs incurred and are not a penalty under the Consumer Protection Act, 2019. Note: verified manufacturing-defect returns (Section 08) follow the Refund process instead and are not subject to this restocking fee.

For high-value or bulky items (ATVs, Dirt Bikes, Ride-On SUVs, Go-Karts), reverse logistics costs are significant — applicable deductions will be communicated before processing any refund.

10Final Sale Items — No Return Accepted

11Returned to Origin (RTO)

If an order is returned to PATOYS due to incorrect address, customer unavailability, or refusal to accept delivery, the following are deducted before any refund: forward shipping, reverse shipping, and payment gateway/transaction charges. RTO orders are not eligible for free re-delivery, and repeated RTOs may flag your profile as "High Risk of Fraud," restricting future purchases.

12Disclaimers, Liability & Disputes

Product images are illustrative only; manufacturers may update design, color, or specs without notice. Minor cosmetic variations are not defects.

Limitation of liability: PATOYS' total liability in any dispute is limited to the actual purchase price paid. We are not liable for indirect, incidental, or consequential damages arising from improper assembly, misuse, or negligence.

Fraud prevention: PATOYS may refuse claims involving false/fabricated damage claims, product swapping, manipulated evidence, or systematic abuse of the return process.

Dispute resolution: Parties shall first attempt mutual resolution. Unresolved disputes are subject to the exclusive jurisdiction of courts in Mathura, Uttar Pradesh, India, under the Consumer Protection Act, 2019 and IT Act, 2000.

13Communication & Processing Timeline

Response vs. Resolution: A response via WhatsApp, call, or email is only acknowledgment of your request, not completion. Operational requests require reasonable processing time.

Processing Time: Requests are processed in a systematic queue — typically a few hours up to 1–2 business days depending on verification needs and workload.

After-Hours Requests: Requests received outside business hours are considered received the next working day.

Multiple Follow-Ups: Repeated messages or calls within short intervals do not expedite processing. PATOYS prioritizes requests based on operational workflow.

Misuse of Communication Channels: PATOYS may restrict support access in cases of abusive language, harassment, or excessive/unreasonable communication.

Without prejudice to its rights, PATOYS may at its sole discretion offer goodwill resolutions in select cases — this does not admit liability or set precedent for future claims.

14Frequently Asked Questions