Last Updated: 4 August 2026
We want every customer to receive the correct product in proper working condition. This policy explains when a product may be returned, replaced, exchanged, or refunded.
1. Return Request Period
Eligible return or replacement requests must generally be submitted within 7 calendar days of delivery.
A product received damaged, defective, incorrect, incomplete, or materially different from its description should preferably be reported within 48 hours of delivery so that the issue can be investigated promptly.
Delayed reporting may affect our ability to verify transit damage or missing components, but it will not limit any consumer right that cannot legally be waived.
2. Eligible Return or Replacement Reasons
A product may qualify for a return, replacement, or refund where:
- The wrong product was delivered
- The product was damaged during transit
- The product was defective on arrival
- Essential parts or accessories were missing
- The product was materially different from its website description
- The product did not arrive within an agreed delivery period and is no longer reasonably required, where applicable
- An unopened and unused product is accepted by us as a change-of-mind return
Depending on the circumstances and product availability, we may offer troubleshooting assistance, replacement parts, product replacement, exchange, store credit, or a full or partial refund.
3. Return Conditions
To qualify for a return, the product should be:
- Submitted within the applicable return period
- In its original condition, except for the reported defect
- Securely packed
- Returned with original packaging where available
- Returned with all accessories, batteries, cables, chargers, manuals, warranty cards, tags, and free items
- Supported by the order number or valid proof of purchase
A return may be rejected or a reasonable deduction may apply where the product shows misuse, negligence, unauthorised repair or modification, excessive physical damage, missing accessories, deliberate damage, incorrect or incompatible charging, or damage unrelated to the reported issue. Any decision will remain subject to applicable consumer law.
4. Change-of-Mind Returns
Change-of-mind returns are not automatically available for every product.
An unused and unopened product may be accepted for return at our discretion where the request is submitted within 7 calendar days of delivery, the product and packaging remain unused, undamaged, and saleable, and all accessories, tags, manuals, and free items are included.
For an approved change-of-mind return, original shipping, COD, handling, and reverse-shipping charges may be deducted where legally permitted.
5. Products Generally Not Eligible for Change-of-Mind Returns
Unless the product is damaged, defective, incorrect, incomplete, or otherwise eligible under applicable law, the following products may not qualify for a change-of-mind return:
- Used, damaged, or altered products
- Products with missing packaging or accessories
- Clearance or final-sale products marked non-returnable
- Used batteries, chargers, spare parts, and consumable accessories
- Products damaged because of incorrect charging
- Products damaged by water, fire, accidents, negligence, or misuse
- Personalised, customised, or special-order products
- Gift cards, discount vouchers, or promotional vouchers
6. Electronic and Remote-Control Toys
For remote-control cars, construction toys, electronic toys, rechargeable products, or similar items, customers may first be requested to complete reasonable troubleshooting.
Common issues may relate to battery charging, battery installation or polarity, remote-control pairing, power-switch position, correct cable or adapter use, loose connectors, environmental interference, or operating range.
Troubleshooting does not remove the customer’s right to an eligible return, replacement, or refund where the product is genuinely defective.
7. Reporting a Damaged, Defective, or Incorrect Product
Send the following information to our customer-support team:
- Order number
- Customer name and registered mobile number
- Description of the issue
- Clear photographs of the product and outer packaging
- Image of the shipping label
- A short video showing the issue, where relevant
- Unboxing video, if available
Customers should not dispose of the product, packaging, shipping label, or included accessories until the complaint has been reviewed.
8. Return Approval
Products must not be shipped to us without prior return approval.
After reviewing the request, we may provide troubleshooting instructions, return approval, reverse-pickup information, return-shipping instructions, packaging requirements, or other information required to process the claim.
Sending a product without approval may cause delay, loss, or rejection of the return.
9. Reverse Pickup
Where available, we may arrange reverse pickup through a courier partner. Reverse-pickup availability depends on the customer’s PIN code and courier serviceability.
Where reverse pickup is not available, the customer may be requested to send the product to our return address through a trackable courier. Reasonable approved return-shipping charges may be reimbursed where the return is caused by an eligible defect, transit damage, incorrect product, or error by us.
10. Return Address
Returns should be sent only after receiving approval from our customer-support team.
HEYCANDY TOYS WORLD LLP – OAKLEE
706, Elephanta Business Hub
Near Haridarshan Society
Singanpor, Surat
Gujarat – 395004
India
Phone: +91 90339 72526
11. Product Inspection
A returned product may be inspected for the reported defect or damage, product and serial-number matching, completeness of accessories, condition of the product and packaging, signs of misuse or unauthorised repair, and eligibility under this policy.
The inspection outcome will be communicated to the customer.
12. Replacement
Approved replacements are subject to product availability. Where the same product is unavailable, we may offer a comparable product, store credit, refund to the original payment method, or a bank or UPI refund for a COD order.
A replacement product will generally continue under the remaining return or warranty period of the original order unless otherwise stated.
13. Refund Processing
After an eligible return is received, inspected, and approved, the refund will generally be initiated within 5–7 business days.
The time required for the amount to appear in the customer’s account depends on the bank, card network, UPI provider, or payment gateway. For COD orders, the customer may be required to provide accurate bank-account or UPI details.
14. Refund Deductions
For an eligible defective, damaged, incorrect, or incomplete product caused by us or the courier partner, the approved refund will generally include the amount paid for the product and applicable standard shipping charges.
For an approved change-of-mind return, original shipping, COD, handling, and reverse-shipping charges may be deducted where legally permitted. Any applicable deduction will be communicated to the customer.
15. Cancelled Orders
For a prepaid order cancelled before dispatch, the eligible amount will generally be refunded to the original payment method. Where an order has already been dispatched, the shipment may need to be returned before a refund can be processed.
16. Warranty Claims
Where a product includes a warranty, claims submitted after the return period will be handled according to the warranty terms displayed on the product page, invoice, packaging, user manual, or warranty card.
Warranty support may involve troubleshooting, repair, replacement of a component, product replacement, or another appropriate remedy.
17. Return and Refund Support
Business Name: HEYCANDY TOYS WORLD LLP
Brand Name: OAKLEE
Email: support@oaklee.in
Customer-Care Number: +91 90339 72526
Support Hours: Monday to Friday, 10:00 AM to 5:00 PM IST
Please include your order number in all return, replacement, and refund communications.