Returns & refunds

Find out about our hassle-free returns & refunds process

Returns & refunds

We understand that sometimes you may change your mind, so here's all you need to know about our returns and refunds.

How long do I have to return an item?

As soon as your order has been delivered or collected from our stores, you’ll have 30 days to return any item, as long as it meets our return policy.

What is the return and exchange policy?
  • We’re more than happy to refund or exchange any item as long as it’s accompanied by a proof of purchase such as your receipt or delivery note.
  • The item for return or exchange must be in its original sealed packaging and in perfect condition.
  • Refunds, returns or exchanges for faulty electronics or software items are subject to warranty eligibility, supplier’s verification and discretion.
  • Any item covered under manufacturer’s warranty will be repaired or replaced subject to supplier’s verification and discretion.
  • We’ll offer your full refund via your original payment mode.
Are there any items excluded from the return policy?

Yes, there are and these include books, edible items, cosmetics, jewelry, video games, DVDs, CDs, beddings and foam mats.

How do I return my items?

For Click & Collect orders: You can return your item(s) in any of our stores in the UAE. 

For Home Delivery orders: You can return your item(s) in any of our stores in the UAE. You can also ring us up at 800 869 778 732 (800 TOYS R US FC) to arrange for pick up of your products.

If I’ve paid through my debit or credit card, how long would it take for me to get my refund?

The whole process, right from receiving your returned items in our Customer Fulfilment Centre, to running a check on the returned items and your bank processing the return, will take 2 to 3 weeks.

Will I get my VAT refunded when I return items?

Yes, you will. Just be sure to show your proof of purchase - be it a receipt or delivery note when returning your items.

I have shipped my item outside the UAE. Can I still return it and get a refund?

You can return the item/s within 30 days of purchase and get a refund as long as it meets our return policy. However, any shipping, handling, forwarding & related costs will not be refunded and will be at your own expense.