Return Policy

Welcome to Ejogpup 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 Conditions

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 or is not in brand-new condition;
  3. The original packaging box, label, any accessories, or 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 an Order Return Request and getting approval.

Return Process

If you wish to return/exchange, please follow the steps below:

Step 1: Submit Order Return Request
Fill in and submit the information at Order Return Request.

Step 2: 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 a customized operational process based on the actual situation.

Step 3: Ship the Products
Find an effective shipping method to complete the return.
If it is a set of products, the complete set must be returned.

Step 4: Submit Return Feedback
To efficiently process refunds, please fill in and submit the Return Feedback.

Step 5: Refund Completed
After all processes are completed, you will receive an email confirming the successful refund.

Cost of Return and Responsibilities

  • If it is a quality issue with the product, the cost of return is on Ejogpup.
  • If it is due to 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 30% of the product price.

Return Address

After completing Step 1 of the Return Process, 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, detailed address, recipient, and recipient phone number.

Return Evaluation

Once we receive the returned goods, we will evaluate them according to the Return Conditions.

  • If the return is conforming, we will process the refund within 48 hours (working days) after receiving the product.
  • If the return is non-conforming, we will negotiate with you within 48 hours (working days) via email after receiving the return.

Refund Processing

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.