Step2 Sweetheart Playhouse™

CANCELLATION, RETURN & EXCHANGE POLICY

ELC toys’ top priority is to satisfy all its customers.

1- Cancellation

We fully understand that sometimes you might change your mind regarding your purchase. 

If you change your mind and want to cancel your order, follow the below-mentioned steps.

Cancel your order under My account as long as the order has not been processed by our warehouse team (You will see status – Processing if the order has been processed). (This option is coming soon)

If your order has already been processed, however, it is not shipped contact our Customer Service Team at 009718005654

to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been shipped. If the order has been shipped such cancelation will be treated as a return. Please refer to our Return section below for further information.

2- Return

If you are not completely satisfied with your purchase on elctoys.qa, you have the right to return the product(s) within 14 days from receipt of your order.

You may return the Product online by contacting our customer service representative by WhatsApp or Chat. Alternatively you can email us at help@elctoys.com.

We require valid proof of purchase.

Process for returning orders:

      • Registered customers
Cancel your order under My account as long as the order has not been processed by our delivery team (You will see status – Processing if the order has been processed).
If your order has already been processed, however, it is not shipped contact our Customer Service Team at 55433514 to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been shipped. If the order has been shipped such cancelation will be treated as a return. Please refer to our Return section in the FAQs for further information.
       • Guest users
If you placed the order as a Guest, then please contact our Customer Service Team to request your return. Will use all reasonable endeavors to cancel it providing your order has not yet been shipped. If the order has been shipped such cancelation will be treated as a return. Please refer to our Return section below for further information.

Please be noted that some products might be non-returnable. 

We will bear the costs of the courier for returning the products only if you use our selected courier service provider & follow the steps mentioned above.

We invite you to reuse the packaging your order was shipped in to proceed with the return. All products must be returned to us unused and in the same condition as received, in their original box and packaging, along with the original invoice.

We will not accept any returns if the original packaging has been opened or tampered with.

All items not complying with our return policy will behold at our facilities. It is the customer’s responsibility to organize a collection by a courier company if such a product is requested to be returned to a customer.

We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.

We may withhold reimbursement until we have received the products back or you have supplied evidence of having sent back the goods, whichever is the earliest.

• Credit Card orders – upon the successful quality check, the bank will issue your refund within up to 10 days. Please contact Customer Service only if you have not received a refund after 14 working days.

3- Exchange

Please note that we do offer exchanges only in stores. For online returns, you are invited to return your product(s) and then place a new order for the product(s) you wish to purchase, subject to stock availability.