Refund policy

Effective Date: September 6, 2026

At Imagination Station Toys & Books, we want you to feel confident when shopping for toys and books with us. If your purchase does not meet your expectations, this Refund & Return Policy explains when a return, replacement, or refund may be requested and how the process works.

We aim to handle every request fairly, clearly, and consistently.

1. Return Eligibility

Customers may request a return within 30 calendar days from the date the order is delivered.

To be eligible for a return, the item should:

  • Be unused and in its original condition.

  • Be returned with its original packaging, labels, and included accessories, when applicable.

  • Not show signs of damage, misuse, alteration, or excessive handling after delivery.

  • Be accompanied by a valid order number or other proof of purchase.

Items that do not meet the applicable return requirements may not be eligible for a refund or replacement.

For books, the item should be returned in the condition in which it was received, without writing, highlighting, tearing, or other customer-caused damage.

For toys, the product should remain unused and include its original packaging and components where applicable.

2. Items That May Not Be Eligible for Return

Certain items may not be eligible for return or refund when they cannot reasonably be resold in their original condition.

Examples may include:

  • Items that have been used or played with.

  • Products damaged through customer misuse, improper handling, or accidental damage after delivery.

  • Items returned with missing components, accessories, or packaging where those materials are necessary to verify the product's condition.

  • Products specifically identified at the time of purchase as final sale or non-returnable.

Any non-returnable designation will be communicated clearly where applicable.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable US law.

3. How to Request a Return

Please contact us before sending an item back so we can review your request and provide the appropriate return instructions.

When contacting us, please provide:

  • Order number

  • Customer name

  • Item you would like to return

  • Reason for the return

  • Photos of the item when the product is damaged, defective, incorrect, or materially different from what was ordered

Once we receive your request, our team will review the information and explain the next steps.

Please do not send a return to our business address unless our customer service team has provided return instructions.

 restocking fee is zero.

4. Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, return shipping may be the customer's responsibility.

If the return is due to an issue caused by us, such as receiving an incorrect, damaged, or defective item, we will work with you to determine an appropriate resolution.

Because standard shipping is free on all orders, there is normally no original standard shipping charge to reimburse when a return is processed.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.

To help us review the issue efficiently, please provide:

  • Order number

  • Clear photographs of the product

  • Photographs of the shipping package and packaging materials, when relevant

  • A brief description of the problem

After reviewing the information, we may offer an appropriate resolution, which may include a replacement, refund, or other reasonable solution, depending on the circumstances and product availability.

Please keep the original product and packaging until we have completed our review, as they may be needed to evaluate the issue or coordinate a carrier claim.

6. Refund Process

Once an approved return is received, the item may be inspected to confirm that it meets the applicable return conditions.

After the return has been approved:

  • The refund will generally be issued to the original payment method used for the purchase.

  • We generally process approved refunds within 2 business days after the return has been approved.

  • The time required for the refunded amount to appear in your account depends on your bank, card issuer, or payment provider.

A refund being processed by us and the funds appearing in your account are two separate steps.

7. Exchanges and Replacements

If you receive a damaged, defective, or incorrect item, we may offer a replacement when an appropriate replacement is available.

For standard returns, exchanges may be considered based on product availability and the circumstances of the request.

Please contact our customer service team before sending an item back if you would like to request an exchange or replacement.

8. Return Inspection

Returned products may be inspected after they are received.

If an item has been used, damaged, altered, or returned with missing components in a way that does not meet the applicable return conditions, the return may be declined or the available refund may be affected where permitted by applicable law.

We will communicate with you if there is an issue with the condition of a returned product.

9. Late or Missing Refunds

If we have confirmed that your refund has been processed but the funds have not yet appeared in your account:

  1. Check your bank or card account for the transaction.

  2. Contact your bank or payment provider, as posting times can vary.

  3. If you still cannot locate the refund, contact us and provide your order information.

We will review the refund status and assist you as appropriate.

10. Important Return Information

Please contact us before returning any product.

Returns must be requested within 30 calendar days of delivery.

Products should be returned unused and in their original condition whenever applicable.

Damaged, defective, or incorrect orders should be reported promptly so we can investigate and assist you.

Return eligibility may vary depending on the condition and nature of the product.

11. Contact Information

If you have questions about a return, refund, replacement, or damaged order, please contact our customer service team.

Imagination Station Toys & Books

Business Address:
3302 N Roosevelt Blvd
Key West, FL 33040
United States

Phone: +1 (305) 294-1852

Email: support@toyskeywest.com

Customer Service Hours — Eastern Time (ET)

  • Monday–Thursday: 10:00 AM–6:30 PM

  • Friday–Saturday: 10:00 AM–7:00 PM

  • Sunday: 10:00 AM–5:00 PM

We are committed to handling returns and refunds with fairness, transparency, and clear communication, while providing a straightforward shopping experience for our customers.