Refund and Returns Policy

Last update: February 9, 2026

At Aitoyz, we stand behind the quality of our AI companions. If you are not entirely satisfied with your purchase, we are here to help.

1. Order Cancellation

We accept order cancellations before the product is shipped or produced.

  • If the order is cancelled before shipment, you will receive a full refund.
  • We cannot cancel the order once the product has already been shipped out.

2. Returns (Standard Policy)

We accept returns on our products. Customers have the right to apply for a return within 14 days after the delivery of the product.

  • Condition: To be eligible for a return, your Aitoyz plushie must be unused, clean, and in the same condition that you received it. It must also be in the original packaging.
  • Proof of Purchase: To complete your return, we require a receipt or proof of purchase.
  • Authorization: Please contact our customer service team to ensure you send the package to the correct return address.
  • Return Address: Please ship returns to:
    4th Floor, Building B7, Xinchuang Park, Tongzhou District, Beijing, China

3. Return Shipping Fees

  • Customer Responsibility: If the return is due to a change of mind or personal preference (the return is caused by the consumer), the consumer is responsible for the shipping fee. The cost will depend on the express courier company you choose.
  • Aitoyz Responsibility: If the goods received are damaged, defective (including hardware or AI technical malfunctions), or incorrect due to our error, the consumer is not required to bear the shipping fee.

4. Important Notes

  • Personalized Items: Custom-ordered or personalized items (if applicable) do not have a right to a 14-day refund.
  • Restocking Fees: No restocking fee will be charged to the consumer for the return of a product.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the toy.

  • If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 7 business days.

6. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  1. Check your bank account again.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund, please contact us at aitoyzshop@peopleai.hk.

7. Contact Us

To initiate a return or to get the correct return shipping address, please contact our Customer Service at:
Email: aitoyzshop@peopleai.hk