Refund policy

PATOYS — Return, Refund, Cancellation & After-Sales Policy

Website: www.patoys.in
Effective Date: 6 April 2026
Governing Law: Consumer Protection Act, 2019 | Information Technology Act, 2000

By placing an order on www.patoys.in, the customer unconditionally accepts and agrees to be bound by all terms of this Policy. This Policy forms part of the Terms & Conditions of sale.

All clauses in this policy shall be interpreted in a fair and reasonable manner in accordance with applicable consumer laws. Nothing in this policy is intended to override statutory rights available to consumers under Indian law.

1. Product Nature & Customer Responsibility

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

  • Proper assembly and installation as per the included manual
  • Tightening all screws, bolts, nuts, and electrical connectors
  • Ensuring safe and supervised use by children
  • Following all product usage and safety instructions

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

2. Mandatory Unboxing Video Requirement

Any claim related to missing items, transit damage, physical damage, manufacturing defects, or incorrect product delivery is strongly supported by a valid unboxing video.

The unboxing video must:

  • Show the sealed outer package before opening, with the shipping label clearly visible
  • Be a single, continuous, unedited recording
  • Show the complete opening of the parcel
  • Clearly show the product condition and all accessories inside the box

While an unboxing video is strongly recommended and serves as primary evidence, PATOYS may, at its discretion, consider alternative supporting evidence in genuine cases.

3. Reporting Time Limit

All issues must be reported within 24 hours of delivery via email at help@patoys.in. Claims submitted after 24 hours may not be accepted as verification of original product condition becomes difficult once the product is assembled or used.

The timestamp of the delivery confirmation from the logistics partner shall be treated as the official delivery time.

4. Non-Returnable Products

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

  • Kids ride-on bikes and ride-on cars (once assembled)
  • Petrol bikes, ATVs, UTVs, dirt bikes, go-karts
  • Spare parts — motors, controllers, wiring, circuit boards, batteries, remotes, gears
  • Electrical and electronic components
  • Customized or special-order items
  • Products imported specifically for the customer
  • Sale, clearance, or discounted items
  • Gift cards

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

5. Transit Damage & Tampered Delivery Protocol (Strict Compliance Required)

If the customer receives a parcel that appears tampered, open, damaged, or suspicious at the time of delivery, the customer must strictly follow the below steps:

a) Do NOT Share OTP Immediately
The customer must NOT share the delivery OTP with the delivery executive until the package condition is fully verified.

b) Inspect Before Acceptance
Check the outer packaging carefully for any signs of:

  • Tampering or re-taping
  • Physical damage
  • Open or partially opened box

c) Mandatory Actions in Case of Tampering
If any issue is observed, the customer must:

  1. Record a clear video or take images of the package condition before opening
  2. Mention "Received in damaged/tampered condition" on POD (Proof of Delivery) before accepting — OR refuse delivery if damage is severe
  3. Immediately raise a complaint with the logistics partner (Delhivery):
    • Visit: https://www.delhivery.com/
    • Login using registered mobile number
    • Enter AWB / Tracking Number
    • Use Help section (Call / Chat / Email)
    • Submit complaint with images/video proof
  4. Inform PATOYS immediately via:
    • WhatsApp: 8010110811
    • Email: help@patoys.in

d) Mandatory Compliance Condition
Failure to follow the above steps — including sharing OTP without inspection, not reporting at the time of delivery, not raising complaint with the logistics partner, or not informing PATOYS immediately — shall be treated as successful delivery in good condition.

e) Claim Eligibility
In such cases, PATOYS reserves the right to reject any claim related to missing items, physical damage, tampering, or incorrect product, as verification of transit damage becomes impossible after accepted delivery.

6. Defect Verification Process

Upon receipt of a defect claim, the customer must provide:

  • Unboxing video or alternative supporting evidence
  • Clear photographs of the defect
  • Written description of the issue

PATOYS' technical assessment shall be based on standard industry practices and available evidence. In case of dispute, the matter may be reviewed as per applicable consumer laws.

7. Return Approval Process

Returns are accepted only after prior written approval from PATOYS support. Approved returns must meet all of the following conditions:

  • Product is completely unused and unassembled
  • Original packaging is fully intact
  • All accessories, parts, manuals, and warranty cards are included
  • Return shipping is arranged and paid for by the customer

Return Address: PATOYS, 236 Shri Ji Shivasha Estate, Govardhan Road, Satoha, Mathura – 281004, Uttar Pradesh, India.

Unauthorized returns will not be accepted and will be returned to the sender at their cost.

8. Inspection & Acceptance of Returns

All returned products undergo inspection by PATOYS' technical team within 3–7 business days of receipt. If the returned product shows signs of usage, missing parts, or damage not reported at the time of claim, the return may be rejected and the product shipped back to the customer at their expense.

9. Refund Policy

Refunds are processed only upon confirmation of all of the following:

  1. A verified manufacturing defect is established based on available evidence
  2. Return is approved in writing by PATOYS support
  3. Returned product passes inspection (Section 8)

Applicable deductions from the refund amount:

  • Payment gateway and transaction charges
  • Forward shipping charges
  • Reverse shipping charges
  • Packaging and handling costs

Refunds are processed within 7–10 business days of final approval and credited to the original payment method only.

10. Order Cancellation Policy

Orders may be cancelled within 2 hours of placement at no charge.

Cancellation requests made after 2 hours may attract deduction of actual payment processing, gateway, and administrative costs (up to a maximum of 4% of the order value + applicable GST). These charges represent non-recoverable costs incurred by PATOYS and are not in the nature of a penalty.

After an order has been processed or dispatched, cancellation may not be possible. If a post-dispatch cancellation is approved at PATOYS' discretion, applicable forward and reverse shipping charges will additionally be deducted from the refund.

Cancellation request time shall be considered based on system acknowledgment time and not merely message timestamp.

Indicative Example: Order value ₹14,249 → Maximum deduction = ₹569.96 + GST ₹102.59 = ₹672.55. Refund = ₹13,576.45.

10B. Restocking Fee Policy

For cancellations before dispatch, only actual payment processing charges (up to 4% + applicable GST) may be deducted. No restocking fee applies.

For returns after dispatch, a restocking fee of up to 15% may be applied based on:

  • Product condition upon return
  • Actual logistics and handling cost incurred
  • Repackaging requirements

Such charges represent actual costs incurred and shall not be considered a penalty under the Consumer Protection Act, 2019.

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

10C. Final Sale Items — No Return Accepted

The following product categories are non-returnable and non-refundable under any circumstances:

  • Dirt Bikes
  • ATVs & UTVs
  • Petrol Bike & ATV Spare Parts

These items are classified as HAZMAT / petrol-powered products and cannot be accepted for return due to safety, regulatory, and logistics compliance requirements.

11. Returned to Origin (RTO)

If an order is returned to PATOYS due to incorrect address, customer unavailability, or refusal to accept delivery, the following deductions will apply before any refund:

  • Forward shipping charges
  • Reverse shipping charges
  • Payment gateway and transaction charges

RTO orders are not eligible for free re-delivery.

12. Product Image & Specification Disclaimer

Product images on www.patoys.in are for illustrative purposes only. Manufacturers may update product design, color, packaging, or specifications without prior notice. Minor cosmetic variations that do not affect product functionality are not considered defects and are not eligible for return or refund.

13. Limitation of Liability

PATOYS' total liability in any dispute shall be limited to the actual purchase price paid by the customer for the specific product in question. PATOYS shall not be liable for indirect, incidental, or consequential damages, loss of profit, or injuries arising from improper assembly, misuse, or negligence.

14. Fraud Prevention & Abuse

PATOYS reserves the right to refuse claims or returns in cases involving false or fabricated damage claims, product swapping attempts, submission of manipulated evidence, or systematic abuse of the return or refund process.

15. Dispute Resolution & Jurisdiction

In the event of any dispute, the parties shall first attempt resolution through mutual discussion. If unresolved, all disputes shall be subject to the exclusive jurisdiction of courts located in Mathura, Uttar Pradesh, India.

This Policy is governed by the laws of India including the Consumer Protection Act, 2019 and the Information Technology Act, 2000.

16. Communication & Processing Timeline

PATOYS operates within defined business hours (Monday–Saturday, 10 AM – 6 PM IST).

a) Response vs Resolution
A response from PATOYS (via WhatsApp, call, or email) shall only be considered as acknowledgment of the request and not completion of the requested action. All operational requests (including cancellation, refund, modification, or support actions) require reasonable processing time.

b) Processing Time
All customer requests are processed in a systematic queue. Standard processing timelines may range from a few hours up to 1–2 business days depending on request type, verification requirements, and workload.

c) After-Hours Requests
Requests received outside business hours shall be considered received on the next working day.

d) Multiple Follow-Ups
Repeated messages, calls, or follow-ups within short intervals do not expedite processing timelines. PATOYS reserves the right to prioritize requests based on operational workflow.

e) Official Communication Record
In case of any dispute, the official timestamp of request acknowledgment and processing as recorded in PATOYS' system shall be considered final.

f) Misuse of Communication Channels
PATOYS reserves the right to restrict or limit support access in cases of abusive language, harassment, or excessive/unreasonable communication behavior.

17. Goodwill Resolution

Without prejudice to its rights under this Policy, PATOYS may, at its sole discretion, offer goodwill resolutions in select cases to maintain customer satisfaction. Such gestures shall not be construed as an admission of liability, nor shall they set a precedent for future claims.

18. Customer Support

📧 Email: help@patoys.in
🌐 Website: www.patoys.in
📱 WhatsApp: 8010110811
🕐 Support Hours: Monday–Saturday, 10 AM – 6 PM IST