Returns & Refunds

1. Present with original purchase receipt and within 14 days (21 days for Star Card Members) from the date of purchase.
2. For unopened merchandise with complete packaging and all parts remained intact, will be available for refund or exchange. Exchange only if present with gift receipt. Opened merchandise with a manufacturing defect will be exchanged. Manufacturing defect will be determined upon inspection and at the sole discretion of Toys”R”Us.
3. For online purchases, product is required to return to any stores (except Pop-up stores) for an exchange or refund. Refunds will be processed online if arranged.
4. Refunds must be returned together with any gifts and coupons.
5. If the transaction involved using coupon(s), the coupon amount will be deducted from refund amount. Coupon(s) will not be reissued.
6. For product exchange of the purchase with Star Points, the redeemed Star Points will be transferred to the replacement goods. For refund, Star Points will be returned to the member's account.
7. Gift certificates, gift cards, promotional coupons, delivery charges, assembly fees, plastic bags charges or transaction enjoyed any promotional offers (e.g. free parking, mall points and purchase redemption) are not refundable.
8. All electronic and computer items, peripheral products and accessories, app-controlled toys, video game hardware and software, blind pack items (include game cards and trading cards), Hotwheels diecast, shopping bags, food and consumables, promotional gifts, seasonal products, discounted items and pre-order items are non-refundable and non-exchangeable.
9. All exchanges or refunds will be processed at destinated stores. Exchange is offered once only. Refund will be based on the same manner as original payment if arranged.
10. Toys“R”Us reserves the right of final decision in case of any disputes.

foodpanda mall orders

1. No refund or exchange other items.
2. Opened merchandise with a manufacturing defect will be exchanged same item once within 14 days from date of purchase at Toys“R”Us store (except Pop-up stores) with proof of purchase from foodpanda. Manufacturing defect will be determined upon inspection and at the sole discretion of Toys”R”Us.
3. Star Card points and promotion offers of stores and online shop are not applicable in foodpanda order.
4. General Refund and Exchange terms and conditions of Toys“R”Us are not applicable to purchase in foodpanda. Toys“R”Us reserves the right of final decision in case of any disputes.

Gift Card

• Gift Card, coupons or third-party merchants’ vouchers are not refundable or exchangeable for cash or kind or to any other vouchers.
• Toys”R”Us will not be responsible for any stolen or lost Gift Card
• Toys”R”Us Gift Card cannot be resold, exchanged for cash or used to purchase other Gift Cards. Any unused amount will not be refunded after expiry.
• If you have made an Online payment with a Gift Card in whole or part of the order, any item paid for using the Gift Card is accepted for return. The amount owing will be added to a new Digital Gift Card and email to the original Card receiver.

Toys”R”Us reserves the right of final decision in case of any disputes.Hotline: 3488 3301. Email: help@toysrus.com.hk