Skip to content
Welcome to Tumama Kids online store!
We are very pleased that you and your kids are satisfied with our toys. If you are not satisfied with the purchased product and need to return/exchange, please read the following return policy carefully. We are committed to providing you with high quality service.
Return Policy
Accept return conditions:
1. Within 14 days of receiving the product;
2. The product is brand new and unused;
3. Items must be returned in their original, unused, unaltered condition with all labels, manuals, instructions attached and in their original packaging, not affecting secondary sales.
Not accept return conditions:
1. Products with missing accessories, products marked as "un-returnable", or specially customized products;
2. The product has been used, not brand new condition;
3. The original packaging box, label, any accessories, and instruction manual of the product are incomplete or missing;
4. Damage or defects caused by improper product storage;
5. Improper packaging of products resulting in damage during transportation;
6. Products returned without submitting [Order return request] and get approved.
If you wish to return/exchange, please follow the following four steps.
Step1: Submit [Order return request]
Fill in and submit the information at [Order return request].
Step2: Check email
Within 24 hours (working days), our customer service team will guide you on the operational process through email.
Due to different situations in different countries/regions, we will offer customize operational process based on the actual situation.
Step3: Ship the products
Find a effective shipping method to do the return.
If it is a set of product, a complete set of product needs to be returned.
Step4: Submit [Return feedback]
To efficiently process refunds, please fill in and submit the [Return Feedback].
Step5: Refund completed
After all of the processes completed, you will receive an email confirming refund successfully.
If it is quality issue of the product, cost of return is on Tumama Kids.
If it is personal reasons (such as unsuitable size, dislike, etc.), the return shipping cost will be borne by the customer, and we will deduct a commission of 25% of the product price.
After the [Return Process] Setp1, our customer service team will guide you on the return process within 24 hours (working days) through your reserved email.
The provided return address includes: country/region, city, street, detail address, recipient, recipient phone number.
Once we receive the returned goods, we will evaluate according to the [Return Conditions].
If the return is conforming, we will process refund within 48 hours (working days) after receiving.
If the return is non conformance, we will negotiate with you within 48 hours (working days) via email after receiving the return.
If your return meets the [Return Conditions] and the evaluation is completed, we will initiate the refund to your original payment account within 48 working hours and notify you via email. The time it takes for the refund to appear in your account depends on the payment method and bank policies:
- PayPal Account Refunds: Typically credited within 48 hours after the refund is initiated.
- Credit Card Refunds: May take 7-14 business days after the refund is initiated.
If the refund does not appear within the expected timeframe, please contact your bank or our customer support team for assistance.