1. Overview
This policy applies to eligible products purchased directly from graphenetoy.com. By placing an order, the customer agrees to the terms stated on this page, together with the product-specific information shown at the time of purchase.
For purchases made through Amazon, Flipkart or another marketplace, the marketplace's return and refund procedure may also apply. Where marketplace rules or applicable law provide stronger consumer protection, those requirements will prevail.
2. 10-Day Return Policy
The 10-day return period starts on the calendar date on which the order is marked delivered to the customer's address. The customer must contact GRAPHENE Toys no later than the end of the tenth calendar day after delivery.
How to request a return
Eligible return situations
- The product arrived damaged, defective, incomplete or non-functional.
- A wrong product or materially different product was delivered.
- An advertised essential accessory or component is missing.
- An unused product is returned in original, resalable condition with all packaging, manuals, accessories, tags and complimentary items, subject to team approval.
- Any other situation in which return or refund is required under applicable consumer law.
Verification conditions
GRAPHENE Toys may inspect the product, packaging, invoice, serial or batch markings, accessories and the information submitted by the customer. Opening a product only to reasonably inspect or test an alleged defect will not by itself invalidate a genuine defect claim.
Returns normally not accepted
- A request made after the 10-day return window, except where a valid guarantee is expressly mentioned on the device or applicable law applies.
- Damage caused after delivery by accident, impact, water, misuse, neglect, incorrect assembly, improper storage, unsuitable power supply, wrong charger or battery leakage.
- A product altered, tampered with or repaired by an unauthorized person.
- Missing main product, parts, accessories, manuals, tags, complimentary items or original packaging in a non-defect/change-of-mind return.
- Normal wear and tear, cosmetic marks from use, depleted batteries or consumable parts.
- Opened plush, soft or hygiene-sensitive products in a change-of-mind return. Genuine damage, defect or wrong-item claims remain reviewable.
3. Refund Policy
A refund request must be raised within the same 10-calendar-day period beginning on the delivery date. After the returned product reaches the authorized address, GRAPHENE Toys will inspect it and communicate the decision.
| Verification and processing | For an approved return, GRAPHENE Toys will complete verification and initiate the refund within 10 business days after receiving the returned product. |
|---|---|
| Refund method | Prepaid orders are normally refunded to the original payment method. For Cash on Delivery orders, the customer may be asked for verified bank or UPI details. |
| Banking time | After initiation, the bank, card network, UPI provider or payment gateway may require additional time to reflect the amount. This external processing time is outside the direct control of GRAPHENE Toys. |
| Shipping and service fees | Original delivery, COD, handling and return-courier charges are ordinarily non-refundable for an approved change-of-mind return. For a verified wrong, damaged or defective product, refunds will be handled in accordance with applicable law and the resolution confirmed in writing. |
If a return fails verification, GRAPHENE Toys will explain the reason and may send the product back to the customer. Return shipping for a rejected claim may be payable by the customer. Refunds will not be issued for fraudulent claims, substituted products, missing contents or customer-caused damage, subject always to applicable law.
4. Device Guarantee & Repair Policy
GRAPHENE Toys does not provide a standard guarantee on every product. A guarantee applies only when it is expressly mentioned or marked on the device itself, and only for the guarantee period stated on that device. If no guarantee is mentioned or marked on the device, the product will not carry a commercial guarantee. Valid proof of purchase is required. This guarantee policy does not limit any non-waivable rights available under applicable Indian consumer law.
What is covered
- Verified manufacturing defects.
- Free labour and covered repair parts during the guarantee period.
Guarantee claim process
- Contact support with the order ID or invoice, product details and a clear description of the issue.
- Provide photos, videos or troubleshooting information requested by the technical team.
- After preliminary approval, send the complete product to the authorized service address at the customer's own courier cost.
- If the defect is covered, GRAPHENE Toys will repair the product free of charge and ship the repaired product back to the customer without charging return-shipping fees.
If a covered product cannot reasonably be repaired, GRAPHENE Toys may offer an appropriate alternative remedy, such as replacement with the same or a comparable product, subject to product availability and applicable law.
What is not covered
- Accidental or physical damage, broken body parts, cracked screens, damaged wheels, water or moisture damage, fire, corrosion or pest damage.
- Misuse, rough handling, stunt damage beyond the product's stated capability, incorrect assembly, overloading or failure to follow instructions.
- Damage caused by incorrect voltage, incompatible charger, overcharging, battery leakage or non-recommended batteries.
- Normal wear and tear; cosmetic deterioration; tyres, bulbs, cables, batteries and other consumable parts unless defective on delivery or expressly covered.
- Unauthorized modification, opening, repair or removal/alteration of identifying labels.
- Commercial, rental or institutional use unless agreed in writing.
Out-of-guarantee service
After the guarantee expires, or if the issue is excluded from coverage, inspection and repair may still be offered subject to parts and service availability. The customer must pay the repair/parts cost and courier charges in both directions. Work will begin only after the customer accepts the estimate provided by the support team.
5. Return & Repair Shipping Charges
| Customer to GRAPHENE Toys | The customer arranges and pays the initial courier charge for an authorized return or repair parcel, unless GRAPHENE Toys confirms otherwise in writing or applicable law requires a different arrangement. |
|---|---|
| Covered guarantee repair back to customer | GRAPHENE Toys pays the return-shipping charge after completing an approved in-guarantee repair. |
| Out-of-guarantee service | The customer pays courier charges in both directions, along with approved repair and parts charges. |
The customer should use protective packaging and a reliable, trackable courier service. GRAPHENE Toys is not responsible for loss or additional damage occurring before the parcel is delivered to the authorized service location. The customer should retain the courier receipt and tracking number.
6. Order Cancellation
A customer may request cancellation before the order is dispatched. Once dispatched, cancellation may not be possible and the return procedure may apply after delivery. GRAPHENE Toys may cancel an order because of stock error, payment verification failure, incorrect pricing, suspected fraud, an undeliverable location or another reasonable operational issue; any amount collected for an order cancelled by GRAPHENE Toys will be refunded.
No cancellation charge will be imposed in a manner prohibited by applicable law.
7. Website Terms & Conditions
Eligibility and account information
Customers must be legally capable of entering into a contract. Orders for minors must be placed or supervised by a parent or legal guardian. The customer is responsible for providing accurate name, address, contact and payment information and for keeping account credentials secure.
Products, images and availability
We aim to display product descriptions, specifications, colours, dimensions, included accessories and compatibility accurately. Minor colour differences may occur because of lighting or screen settings. Availability may change without notice. We will not knowingly substitute a materially different product without the customer's agreement.
Prices and payments
Prices are shown in Indian Rupees unless stated otherwise. Applicable taxes, delivery charges or other fees will be shown at or before checkout. An order is accepted only after successful payment/COD confirmation and order confirmation by GRAPHENE Toys. Obvious pricing or listing errors may be corrected, and the customer will be offered cancellation and refund where applicable.
Delivery
Delivery dates are estimates unless expressly guaranteed. Delays may arise from courier operations, weather, public restrictions, address errors, force majeure or events beyond reasonable control. Customers should inspect the package promptly and report visible damage or missing contents within the 10-day request window.
Toy safety and responsible use
- Follow the age recommendation, assembly guide, charging instructions and warnings supplied with each product.
- Adult supervision is required where indicated, especially for products containing small parts, projectiles, water, heat, moving parts or rechargeable batteries.
- Use only compatible batteries, chargers and accessories. Do not mix old and new batteries or different battery types unless the instructions permit it.
- Stop using a product immediately if it becomes unusually hot, swollen, damaged, wet or unsafe.
Acceptable use
The website must not be used for unlawful activity, fraud, interference with website security, automated scraping, impersonation, infringement of intellectual property or submission of false return, guarantee or payment claims.
Third-party services and links
Payment gateways, courier services, marketplaces and third-party links may be governed by their own terms and privacy practices. GRAPHENE Toys is not responsible for an independent third party's website or service, but this does not remove any responsibility that applicable law places on GRAPHENE Toys for the customer's order.
Limitation of liability
To the maximum extent permitted by law, GRAPHENE Toys will not be liable for indirect, incidental or consequential loss arising from misuse of a product or website. For a valid product claim, liability will ordinarily not exceed the amount paid for the affected product. This clause does not exclude liability or consumer remedies that cannot lawfully be excluded or limited.
Privacy and communications
Customer information may be used to process orders, payments, deliveries, support, returns, repairs, fraud prevention and legal compliance, in accordance with the website's Privacy Policy and applicable law. Service communications may be sent by email, telephone, SMS or WhatsApp using the contact details provided by the customer.
Changes and severability
GRAPHENE Toys may update these terms prospectively. The version displayed when an order is placed will generally govern that order, except where a change is required by law. If any provision is held invalid or unenforceable, the remaining provisions will continue to apply.
8. Complaints, Support & Grievance Redressal
For order, return, refund, guarantee or website complaints, contact the details below. Please include the order ID, registered contact information, product name, issue summary and supporting photos or video.
Consumer complaints will be acknowledged within 48 hours and handled as promptly as possible, with an endeavour to resolve them within one month of receipt, in accordance with applicable Indian e-commerce requirements.
9. Governing Law & Dispute Resolution
These terms are governed by the laws of India. Customers should first contact GRAPHENE Toys customer support so that the parties can attempt a good-faith resolution.
Subject to applicable consumer-protection law and the jurisdiction of any competent consumer commission or authority, disputes will be subject to the courts of competent jurisdiction at Gohana, Haryana. This clause does not prevent a consumer from approaching a forum or authority available under applicable law.