VoltzToys Return, Refund & Exchange Policy

This Policy applies to products purchased through the official VoltzToys Canada website at voltztoys.ca and from official VoltzToys retail locations.

Products purchased through Amazon, Walmart, Best Buy, or another third-party platform must be handled according to the return and exchange rules displayed by the applicable platform and in the relevant order.

When requesting a cancellation, return, refund, or exchange, the customer must provide a valid VoltzToys order number or original purchase receipt.

1. 14-Day Return Request Period

The 14-day return option for products without defects applies only to products that remain new and unopened.

Customers may request an RMA within 14 calendar days beginning on:

• Delivered orders: the date on which the carrier’s tracking shows “Delivered”;
• In-Store Pickup orders: the date on which the customer completes pickup; or
• Official retail-store purchases: the purchase date shown on the receipt.

The product must meet all of the following conditions:

• the product remains in new condition;
• the original product packaging has not been opened; and
• the manufacturer’s seals, tape, and other packaging closures remain intact.

Even if the product itself has not been used, it does not qualify for a 14-day non-defective return if the outer shipping carton, original packaging, manufacturer’s seal, or tape has been opened.

The 14-day period is the deadline for contacting VoltzToys and submitting an RMA request. The product is not required to arrive at the VoltzToys warehouse within those 14 days.

Every return must be authorized in advance through an RMA (Return Merchandise Authorization) issued by VoltzToys. Returning or delivering a product without authorization, or refusing delivery, does not automatically make the customer eligible for a return. VoltzToys may refuse to process the return, and the customer will be responsible for the resulting costs.

After an RMA is approved, the customer must transfer the product to the carrier within the period stated in the RMA instructions. Unless the RMA states otherwise, the customer must provide valid return tracking information within 7 calendar days after RMA approval. An RMA that is not shipped within the required period may expire and require a new review.

2. New and Unopened Return Requirements

A return resulting from a change of mind, an incorrect purchase, a personal preference regarding colour or style, a duplicate purchase, or another matter not attributable to VoltzToys will be accepted only if the product is new and unopened.

An eligible product must:

• have an unopened outer shipping carton and original packaging, with all seals and tape intact;
• not have been assembled, installed, used, test-driven, modified, disassembled, or repaired;
• show no wear, stains, scratches, impact damage, or other customer-caused damage; and
• include all original parts, accessories, hardware, chargers, remote controls, manuals, and gifts, and remain complete, new, and suitable for resale.

Opening the package for inspection is still considered opening the package. Once a customer opens the outer shipping carton or original packaging to inspect the product, confirm its colour, view the product, or for another reason unrelated to a product defect, the product no longer qualifies for a non-defective return.

A product is not eligible for a non-defective return if its outer shipping carton or original packaging has been opened, its seal has been broken, it has been repackaged, assembled, installed, used, test-driven, modified, or repaired.

If the customer discovers a product failure, shipping damage, an incorrect item, or missing parts after opening or assembling the product, the issue must be reported under Section 8 of this Policy and the Warranty Policy. It is not treated as a 14-day non-defective return.

3. RMA Request Process

Before requesting a return, refund, or exchange, the customer must contact VoltzToys Customer Support and provide:

• the order number or original receipt;
• the purchase date;
• the product name and SKU;
• the purchaser’s name;
• the delivery address;
• the telephone number and email address;
• the reason for requesting a return or exchange;
• the current condition of the product’s outer shipping carton, seals, and packaging; and
• any photographs or videos requested by VoltzToys.

Do not return a product until you have received an RMA and return instructions from VoltzToys.

VoltzToys may require photographs or videos showing the outer shipping carton, seals, shipping label, and the condition and integrity of the packaging to determine whether the product meets the new and unopened return requirements.

An RMA means only that VoltzToys has given preliminary authorization for the customer to return the product for inspection. It does not constitute final approval of the return and does not guarantee a full refund.

Final return eligibility, the Restocking Fee, and the refund amount are determined after the product arrives at the designated location and the inspection is completed.

For an online order collected through Local Pickup or In-Store Pickup, an approved return must be brought back to the VoltzToys retail location where the order was originally collected, unless VoltzToys provides different return instructions in writing. The customer must obtain an RMA before bringing the product to the store.

4. Order Cancellation Before Shipment

If a customer wishes to cancel an order because they changed their mind, placed an incorrect order, selected the wrong product or colour, submitted a duplicate order, or for another reason not caused by an error by VoltzToys, the customer should contact VoltzToys as soon as possible before the product is transferred to the carrier.

Submitting a cancellation request does not mean that the order has been successfully cancelled. Cancellation is successful only if VoltzToys confirms that the order has not been transferred to the carrier and that warehouse processing can be stopped.

For a customer-requested voluntary cancellation that is successfully completed, VoltzToys will deduct a Payment Processing and Cancellation Fee of 8% from the refund.

The cancellation fee is calculated using the discounted pre-tax amount actually paid for the cancelled products. Taxes and separately paid delivery charges are not included in this calculation.

The fee compensates for payment-processing costs that have already been incurred and may be non-refundable, as well as order-processing and cancellation-administration costs.

The cancellation fee does not apply where:

• VoltzToys cannot supply or fulfil the order;
• the product is actually out of stock;
• the order must be cancelled because of an error by VoltzToys;
• there was a duplicate charge or another payment error not caused by the customer; or
• the customer does not accept an additional remote-area delivery charge disclosed only after payment.

5. Cancellation After Shipment and Refused Delivery

A product is considered shipped once it has been transferred to the carrier. The shipment confirmation and tracking information notify the customer that the order has shipped, but the status of the product’s actual transfer to the carrier is determinative.

After a product has been dispatched, VoltzToys cannot guarantee that the package can be recalled, intercepted, or cancelled. A cancellation request submitted after shipment will become a voluntary return request. It will not be treated as a pre-shipment cancellation, and a separate cancellation fee of 8% will not apply.

If the customer no longer requires the product, the customer should accept delivery and request an RMA while keeping the product new and unopened. The customer should not refuse delivery.

If a customer refuses a package when there is no product defect, shipping damage, incorrect item, or other issue attributable to VoltzToys, refusing the package does not mean that the return has been approved.

If VoltzToys agrees to accept and process the return, the order will be handled as a non-defective voluntary return and the customer will be responsible for:

• the actual original outbound shipping cost paid by VoltzToys;
• the return shipping charge imposed by the carrier;
• the Return-to-Sender charge;
• address-change, interception, or redelivery charges;
• other carrier surcharges; and
• a Restocking Fee, normally 25%.

A refusal resulting from obvious shipping damage, an incorrect item sent by VoltzToys, or another matter confirmed by VoltzToys to be its responsibility will not be treated as a refusal without cause.

6. Original and Return Shipping Costs for Voluntary Returns

For every approved non-defective voluntary return, the customer is responsible for:

• the actual original outbound shipping cost paid by VoltzToys;
• return shipping costs;
• Return-to-Sender charges and other carrier surcharges; and
• a Restocking Fee, normally 25%.

Even if the original order qualified for free standard shipping, VoltzToys incurred an actual delivery cost for that order. Free shipping is an additional benefit provided upon completion of the original order and does not mean that the original outbound shipping cost is zero when the customer makes a voluntary return.

If the customer paid a shipping fee on the original order, that fee is non-refundable in the case of a voluntary return and counts toward the original outbound shipping cost already borne by the customer. The same charge will not be deducted twice.

If VoltzToys provides a return shipping label, the actual related cost will be deducted from the final refund. If the customer arranges the return after receiving authorization from VoltzToys, the customer must pay the selected carrier directly.

When arranging a return, the customer must use a delivery service that provides tracking and sufficient shipping insurance. Signature confirmation is also recommended.

The customer is responsible for packaging the returned product securely. Loss, damage, or a change in packaging condition caused by inadequate packaging or return transportation arranged by the customer may result in refusal of the return or an adjustment to the refund.

VoltzToys will not reimburse expedited transportation, third-party services, or other additional costs incurred without VoltzToys’ prior approval.

7. Restocking Fee

Every approved non-defective voluntary return is normally subject to a Restocking Fee equal to 25% of the discounted pre-tax amount actually paid for the product.

Under no circumstances will the Restocking Fee exceed 25% of the discounted pre-tax amount actually paid for the product.

The 25% Restocking Fee may apply even if the product remains new, unopened, unassembled, unused, and in complete packaging.

The Restocking Fee is calculated separately from:

• the actual original outbound shipping cost paid by VoltzToys;
• return shipping costs;
• Return-to-Sender charges;
• address-change, interception, or redelivery charges;
• other carrier surcharges; and
• the applicable value of missing gifts or bundled products.

VoltzToys may reduce or waive the Restocking Fee based on the circumstances of an individual order or product, but does not guarantee a fee reduction for any non-defective return. A fee reduction for one order does not mean that another order will receive the same treatment.

If the outer shipping carton or original packaging has been opened, or if the product has been repackaged, used, assembled, modified, damaged by the customer, or returned with missing parts, or otherwise fails to meet the return requirements, VoltzToys may refuse the return rather than increase the Restocking Fee.

No Restocking Fee will apply to a confirmed instance of:

• an incorrect item sent by VoltzToys;
• damage occurring before or during delivery;
• a manufacturing, material, or workmanship defect confirmed by VoltzToys; or
• a material shortage of parts in the order caused by VoltzToys.

8. Product Defects, Shipping Damage, Incorrect Items, and Missing Parts

A product defect, shipping damage, an incorrect item, or missing parts will not be handled as a standard non-defective voluntary return.

The customer should contact VoltzToys as soon as possible after discovering the issue and provide the order number, a description of the issue, and any photographs or videos requested by VoltzToys.

For shipping damage, the customer should:

• report the issue, where possible, within 3 calendar days after the carrier’s tracking shows “Delivered”;
• photograph the external packaging, shipping label, damaged area, and complete product;
• retain the original carton, foam, and all packaging materials; and
• not continue assembling or using the product until the issue has been assessed.

For a product failure, VoltzToys may require the customer to:

• provide photographs or videos;
• complete basic troubleshooting;
• inspect wiring, batteries, control boards, motors, or other components;
• install or test replacement parts as directed; or
• provide a product label, serial number, or other product information.

An issue discovered only after the customer opens, assembles, or reasonably tests the product may be reported through the product-defect process, but it is not treated as a 14-day new and unopened return.

Where an issue can reasonably be resolved by replacing a part, VoltzToys will normally prioritize providing the appropriate part and technical support under the Warranty Policy.

Submitting a product-defect report does not automatically entitle the customer to return or exchange the complete product or receive a full refund.

For serious shipping damage, a product that is dead on arrival (DOA), an incorrect item, a material shortage of parts, or an issue that cannot reasonably be resolved through replacement parts, VoltzToys may, depending on the circumstances, provide:

• free replacement parts;
• technical support;
• a replacement product;
• a return arrangement;
• a full or partial refund; or
• another reasonable solution.

If VoltzToys approves a return or exchange because of a confirmed product defect, shipping damage, incorrect item, or material shortage of parts, VoltzToys will pay the necessary outbound and return shipping costs and no Restocking Fee will apply.

If the customer returns a product without authorization or independently purchases a third-party transportation service, reimbursement of the related costs is not guaranteed.

A general product failure occurring after the 14-day period will be handled under the applicable Warranty Policy and not as a standard voluntary return.

9. Non-Defective Exchanges

A customer-requested exchange for a different colour, style, model, or product based on personal preference will be handled as a return followed by a new order.

A non-defective exchange may be requested only if the original product remains new and unopened and meets every return requirement in this Policy.

The customer must:

• request and complete the return of the original product under this Policy;
• pay the actual original outbound shipping cost;
• pay the return shipping cost;
• pay a Restocking Fee, normally 25%;
• purchase the desired product through a new order; and
• pay any applicable product-price difference, taxes, and delivery charges for the new order.

VoltzToys does not guarantee that the replacement product will remain in stock after the return has been processed and does not guarantee that it will reserve the product or honour the original promotional price.

An exchange resulting from an incorrect item sent by VoltzToys, a confirmed product defect, or shipping damage will not be subject to the related shipping costs or Restocking Fee.

10. Non-Returnable Products and Circumstances

Except in the case of a product defect, shipping damage, incorrect item, missing part, or another issue confirmed by VoltzToys to be its responsibility, the following products and circumstances are not eligible for return:

• the outer shipping carton has been opened;
• the original packaging has been opened;
• a manufacturer’s seal or tape has been cut, removed, or broken;
• the product has been repackaged or resealed with tape;
• the 14-day return-request period has expired;
• the product has been assembled, installed, used, test-driven, modified, or repaired;
• the product is missing original packaging, parts, accessories, manuals, a charger, a remote control, a hardware pack, or gifts;
• the product was damaged through the customer’s use, storage, or transportation;
• an electronic accessory, part, battery, or other Ride-On Cars component has been installed or used;
• a gift card has been redeemed or used;
• an Extended Warranty has been used, a claim has been made under it, or the service has begun;
• the product is customized or is a Special Order;
• the product was clearly marked Final Sale or Non-Returnable before purchase;
• a manufacturer’s seal has been removed from a collectible, hobby product, or other sealed product; or
• there are indications of fraud, tampering, a false claim, or abuse of the return policy.

A promotional, discounted, or clearance product is not automatically a Final Sale product. It is treated as non-returnable only if it was clearly marked Final Sale or Non-Returnable before purchase.

11. Bundled Products and Free Gifts

When returning a bundled product, Bundle, or order that included a free gift, the customer must return all related products, accessories, and gifts. Every item must remain new and unopened.

If the customer does not return a related gift, accessory, or component of a bundled offer, VoltzToys may:

• require the customer to send the missing item;
• deduct the applicable value of the missing product or gift from the refund;
• recalculate the bundled discount applied to the original order; or
• refuse the return.

12. Return Inspection

After a return arrives at the location designated by VoltzToys, we will inspect:

• the product model and SKU;
• the condition of the outer shipping carton, original packaging, seals, and tape;
• whether there are signs of opening, tampering, cut tape, or repackaging;
• whether the packaging was damaged during return transportation;
• whether all accessories, manuals, and gifts are present;
• whether the actual returned condition matches the information supplied in the RMA request; and
• whether the product continues to meet the new and unopened return requirements.

VoltzToys will normally complete an initial inspection within 5 business days after receiving the return. More time may be required during high-volume periods, peak seasons, or when a product requires further inspection.

If the inspection result differs from the information provided by the customer when requesting the RMA, VoltzToys may request additional information, adjust the refund amount, or refuse the return.

13. Refund Amount and Processing Time

A refund will be processed only after the returned product arrives at the designated location and the inspection is completed. VoltzToys does not provide an advance refund before inspection.

For an approved non-defective voluntary return, the following amounts will be deducted from the refund:

• the portion of the actual original outbound shipping cost paid by VoltzToys that was not already paid by the customer;
• any shipping fee already paid by the customer, which is non-refundable;
• return shipping costs;
• Return-to-Sender charges and other carrier surcharges;
• a Restocking Fee that is normally 25% and will not exceed 25%;
• the applicable value of missing gifts or other items that should have been returned; and
• other applicable charges described in this Policy.

The Payment Processing and Cancellation Fee of 8% applies only to a customer-requested voluntary cancellation successfully completed before shipment.

The pre-shipment cancellation fee of 8% will not be charged together with post-shipment original outbound shipping costs, return shipping costs, and a Restocking Fee. Once the product has been dispatched, the order will be handled through the return process rather than the pre-shipment cancellation process.

Refunds are issued to the original payment method. VoltzToys will normally initiate the refund within 5 business days after completing the return inspection.

After the refund is initiated, the bank, credit-card company, or other payment institution may require an additional 5–10 business days to display the funds in the customer’s account. The actual timing is determined by the relevant financial institution.

A coupon, discount code, reward, or promotional benefit used on the original order has no separate cash value. The refund is calculated using the amount actually paid for the product.

Related taxes will be adjusted according to the final refund amount.

14. Refused Returns and Refund Adjustments

If a returned product does not comply with this Policy, VoltzToys may:

• refuse the return;
• reduce the refund amount;
• require the customer to provide a missing product or missing information;
• require the customer to pay the cost of shipping the product back to the customer; or
• offer another resolution.

If a return is refused, the customer is responsible for the cost of shipping the product from VoltzToys back to the customer’s address.

VoltzToys may investigate, suspend, or refuse to process a request where there are indications of fraud, tampering, a false claim, an abnormal return pattern, abuse of the return policy, or a discrepancy between the product’s actual condition and the RMA information.

If the customer disagrees with the inspection result, the customer may contact VoltzToys Customer Support and submit relevant photographs, videos, tracking information, or other materials for review.

15. Relationship Between Policies

This Policy should be read together with the VoltzToys Shipping Policy and Warranty Policy.

If different policies address the same matter:

• the Shipping Policy governs delivery areas, addresses, delivery timeframes, tracking, and shipping irregularities;
• this Policy governs cancellations, refused deliveries, returns, exchanges, Restocking Fees, and refunds; and
• the Warranty Policy governs product failures, parts warranties, replacement parts, and Extended Warranties.

A product issue covered by warranty that can reasonably be resolved through replacement parts should be handled first under the Warranty Policy and does not automatically constitute grounds for returning the complete product or receiving a refund.

16. Contact Us

To request a cancellation, return, refund, exchange, or RMA, please contact:

VoltzToys Customer Support
Email: help@voltztoys.ca
Phone: +1 888-338-6589
Website: https://voltztoys.ca

When contacting us, please provide the order number, purchaser’s name, product name, and reason for the request.