Refund and Cancellation Policy

Last updated: May 15, 2026

This policy describes how cancellations, refunds, and replacements work on Toyflix India, operated by Sublet Solutions Private Limited. It forms part of our Terms and Conditions.

1. Cancelling Your Subscription

You may cancel your Toyflix subscription at any time. Cancellation stops all future billing — you will not be charged for the next cycle.

To cancel, email customersupport@toyflix.in from your registered email with the subject "Cancel subscription", or use the cancellation option in your account (where available). Cancellations are processed within 2 business days and confirmed by email.

Cut-off: Cancellation requests received at least 3 days before your next renewal date will prevent the next charge. Requests received after the cut-off will take effect from the following cycle, since the next box has already been prepared and is in dispatch.

2. Refunds

Toyflix is a curated rental service, not a product purchase. Because we prepare and dispatch a personalised Toy Box at the start of each cycle, the following refund rules apply:

• Cycles already shipped or in transit: non-refundable. The toys are yours to use for the cycle and must be returned at the end.
• Cycles paid but not yet shipped: eligible for full refund if cancelled before the dispatch cut-off (typically 3 days before dispatch). Refunds are credited to the original payment method within 7–10 business days.
• Annual or multi-month plans: on cancellation mid-term, we refund the pro-rated value of unshipped cycles only. Already-shipped cycles are not refundable.
• Duplicate or accidental payments: refunded in full within 7 business days of being verified.

3. Damaged, Missing or Defective Items

If a toy in your box arrives damaged, defective, or with missing parts, report it to customersupport@toyflix.in within 48 hours of delivery, with photos.

• We will arrange a replacement of the affected toy at no charge, dispatched typically within 3–5 business days.
• If a like-for-like replacement is unavailable, we will substitute with a similar toy of equal or greater value.
• Replacement is the standard remedy. Cash refunds for individual items in a curated box are issued only at our discretion in exceptional cases.

4. Wrong or Undelivered Orders

If your Toy Box does not arrive within 5 business days of the dispatch confirmation, or you received the wrong box, contact customersupport@toyflix.in. We will investigate with our delivery partner and either redeliver, replace, or refund the cycle in full.

5. Returns of Toys

At the end of every subscription cycle, you must return all toys via our scheduled pickup. This is a rental — the toys remain our property.

• Normal wear: expected and not charged. Scratches, marks, and minor stains from regular play are fine.
• Significant damage or missing toy: a replacement charge applies, calculated as the replacement value of the toy (which will be shown to you before any charge). Replacement charges are billed to your saved payment method only after we have notified you and given you 7 days to respond.
• Late return: a late-return fee of ₹100 per toy per week applies if toys are not returned within 7 days of the scheduled pickup. After 30 days, the toy is treated as lost and the full replacement value is charged.

6. Pause Instead of Cancel

If you'd like a break without ending your subscription, you can pause your subscription for up to 2 months in a 12-month period. During a pause, you are not billed and you do not receive a Toy Box. Email customersupport@toyflix.in to pause.

7. How Refunds Are Processed

• Refunds are issued to the original payment method (UPI, card, or wallet) via Razorpay.
• Standard processing time is 7–10 business days from the date the refund is approved.
• Bank holidays and weekends are excluded from this window.
• You will receive an email confirmation when the refund is initiated and again when it lands.

8. Disputes and Escalation

If you believe a refund or cancellation request was handled incorrectly, escalate to our Grievance Officer at customersupport@toyflix.in (subject: "Grievance — Refund"). The Grievance Officer responds within 7 business days.

9. Contact

For all cancellation, refund, and replacement requests, contact customersupport@toyflix.in.