Refund policy
Return & Replacement Policy
At Story House Toys, we stand behind the quality of our products. Please review our policy carefully before making a purchase.
Replacement Policy (Damaged or Defective Items)
We do not offer general returns, but we do offer replacements for items that have:
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Manufacturing defects
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Damage that occurred prior to delivery
Replacement Requirements:
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Requests must be submitted within 7 days of the delivery date.
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The item must be unused and in its original packaging.
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Clear photo proof of the defect or damage is required.
To Request a Replacement:
Email: support@storyhousetoys.com
Subject Line: Replacement Request Order# (your order number)
Please include:
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Your order number
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Delivery date
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Clear photos of the damaged or defective item(s)
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A brief description of the issue
A customer support representative will review your request and respond with next steps.
Return Policy (Unopened Items Only)
We only offer refunds for items that are completely unopened and in original condition.
What “Unopened” Means
Unopened means the factory seal on the physical product box (inside the shipping bag) has NEVER been broken, removed, or tampered with.
If the seal on the product’s box has been broken or the box has been opened:
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The return will be denied
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No refund will be issued
We strictly enforce this policy.
Return Eligibility Requirements
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Return requests must be submitted within 30 days of the delivery date.
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The product must be completely unopened with the original seal fully intact.
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The item must be in its original condition.
How to Request a Return
To initiate a return request, email:
📧 support@storyhousetoys.com
Subject Line: Return Request Order# (your order number)
Include:
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Order number
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Delivery date
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Reason for return
If your return request is approved, we will provide return instructions.
Return Shipping Responsibility
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Return shipping costs are the responsibility of the purchaser.
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We strongly recommend purchasing tracking for your return shipment.
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StoryHouse Toys is not responsible for lost or missing return packages.
If an Opened Product Is Returned
If a product is returned to us and is found to have been opened (seal broken):
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The refund request will be denied.
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The customer will be responsible for paying shipping costs to have the item shipped back to them.
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If return shipping is not paid, the item may be forfeited and will not be eligible for a refund.
If you have any questions, please contact support@storyhousetoys.com and we will be happy to assist you.