Return and Refund Policy
At sorehit, we want you to love your new innovative toys and creative play sets. We strive to provide detailed descriptions and high-quality images so you can make the best choice for your family and children. However, we understand that sometimes a product might not meet your expectations. This policy outlines how we handle returns and refunds for our toys and educational products.
1. Return Eligibility
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following criteria:
Condition: In the same condition as you received it (clean, undamaged, and complete).
Packaging: Must be in the original packaging, including all internal protective materials, manuals, and any included accessories (e.g., building blocks, electronic components, or specialized tools).
Status: Unused. For safety reasons, products that show signs of play or have been assembled cannot be returned unless there is a confirmed manufacturing defect.
Proof: A receipt or proof of purchase is required.
Note: Please do not discard the original product packaging until you are certain you will keep the item. We cannot accept returns without the original branded packaging.
2. How to Initiate a Return
To start a return, please contact our support team at info@a-one-toys.com.
The Process:
Email us with your order number and the reason for the return.
If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.
Important: Items sent back to us without first requesting a return will strictly not be accepted.
3. Damages & Manufacturing Defects
Please inspect your toys immediately upon delivery.
Shipping Damage: If the box arrives visibly damaged, please take photos before opening it.
Functional Issues: If the item is defective (e.g., missing essential parts, faulty mechanical components, or structural cracks), damaged, or you received the wrong item, contact us immediately at info@a-one-toys.com so we can evaluate the issue and make it right.
4. Exceptions / Non-Returnable Items
Certain types of items cannot be returned:
Custom Orders: Personalized or custom-made products.
Final Sale: Items marked as "Clearance" or "Final Sale."
Used Items: For safety and hygiene reasons, products that show signs of wear, modifications, or battery leakage are not eligible for return.
5. Exchanges
The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.
6. European Union – 14-Day Cooling-Off Period
If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unused, and unopened condition and packaging.
7. Refunds
We will notify you once we’ve received and inspected your return.
Approval: If approved, you’ll be automatically refunded on your original payment method.
Timing: Please allow 5–10 business days for the refund to process.
Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@a-one-toys.com.
8. Return Address
Please Do Not Ship Without Authorization. You must contact support to receive the correct return instructions. Unauthorized returns sent to our office address may be rejected.
Return address: 3rd Floor, Building A, Factory Building, Heyu Industrial Zone, Zancheng Community, Fuhai Street, Bao'an District, Shenzhen, China.
Contact Email: info@a-one-toys.com
Contact Phone Number: +852 2622 7188