Refund policy

At Cheston Inc, we want every customer to feel confident and comfortable when shopping with us. This Refund & Return Policy explains our procedures for returning products, requesting refunds, reporting damaged items, and resolving purchase-related concerns.

We encourage customers to review the following information before submitting a return request.

Policy Coverage

This Policy applies to eligible products purchased directly from our official Website and shipped to addresses within the United States.

Our collection includes children's educational toys, wooden play products, puzzles, interactive activities, imaginative playsets, toy vehicles, dolls, creative play accessories, and related gift items.

Return requirements may vary depending on product characteristics, hygiene considerations, customization, and the condition of the returned merchandise.

30-Day Return Period

Customers may request a return within 30 calendar days of the confirmed delivery date.

To begin a return, please contact our customer support team within this period and provide the relevant order details.

Requests submitted after the return window may not qualify for a standard return unless an exception applies or applicable law provides additional rights.

Certain products may have specific return conditions, which will be disclosed on the relevant product page.

Return Eligibility

For a standard return based on personal preference or a change of mind, products should meet the following requirements:

Items must be unused and in their original condition.
Original accessories, components, manuals, and included items must be returned.
Products must not have been intentionally altered, modified, or damaged after delivery.
Items should be returned with their original packaging when reasonably possible.
A valid order number or other proof of purchase must be provided.

Products showing substantial wear, damage resulting from misuse, missing essential components, or alterations may not qualify for a full refund.

We will review returned merchandise fairly and determine the appropriate resolution based on the circumstances.

These standard return conditions do not restrict remedies available for defective, damaged, or incorrectly supplied products.

Children's Toys and Play Products

Children's toys and activity products should be returned clean, complete, and unused when the return is requested for reasons unrelated to product quality.

Wooden toys, building sets, puzzles, and interactive products should include all essential pieces and accompanying accessories.

Products that have been significantly used, incorrectly assembled, painted, modified, or damaged after delivery may be excluded from standard returns.

Natural wooden materials may display variations in grain, texture, and color. Such characteristics are generally considered normal unless they indicate a genuine product defect.

For health and hygiene reasons, certain products that have been placed in a child's mouth or used in a manner affecting their cleanliness may not be eligible for discretionary returns.

If a product arrives damaged, defective, or materially different from its description, please contact us so we can review the issue separately.

Accessories and Gift Products

Play accessories, decorative items, and gift products should be returned in their original condition with all essential components included.

Products that have been personalized, permanently installed, substantially altered, or damaged through improper handling may not qualify for a standard return.

Optional gift preparation services, completed personalized messages, or gift wrapping may be non-refundable once the service has been performed, except where required by law.

Eligibility will be determined according to the product's condition, original listing information, and the reason for the return.

Customized and Final Sale Items

Products prepared according to individual customer specifications may have additional return restrictions.

These may include:

Personalized or customized products
Made-to-order merchandise
Special-request items
Products clearly identified as final sale or non-returnable

Such products are generally not eligible for discretionary returns once production or customization has begun.

Any applicable restrictions will be disclosed before purchase.

Customers may still be entitled to a remedy if an item arrives defective, damaged, incorrect, or materially different from the confirmed order.

How to Request a Return

Please contact our customer service team before shipping an item back.

Email: hello@chestontoys.com
Phone: +1 (919) 750-7453

When requesting a return, please include:

Your full name
Order number
Product name or description
Reason for requesting the return
Relevant photographs or videos, if applicable

Our team will review your request and provide instructions regarding eligibility, packaging, and the appropriate return destination.

We may work with different fulfillment facilities or return-processing partners. Therefore, the designated return address may differ from our company contact address or the address shown on the original shipping label.

Please do not send products to an unconfirmed return address, as doing so may delay processing.

Return Shipping Fees

Responsibility for return shipping depends on the reason for the return.

Returns Due to Our Error

If an item is confirmed to be defective, damaged upon arrival, incorrect, or otherwise affected by a fulfillment mistake, we will arrange an appropriate resolution and cover reasonable return shipping expenses where a return is required.

This may include providing a prepaid return label or reimbursing approved shipping costs.

Customer-Initiated Returns

For returns based on personal preference, a change of mind, or an incorrect selection made during checkout, customers are generally responsible for return shipping expenses.

Original shipping charges are normally non-refundable for discretionary returns unless otherwise required by law.

Any applicable deductions or additional charges will be explained during the return process.

Damaged, Defective, or Incorrect Orders

We take product quality and order accuracy seriously.

If an order arrives damaged, defective, incomplete, or different from the item purchased, please contact us as soon as possible, preferably within 7 calendar days after delivery.

To help us investigate, please provide:

Your order number
Clear photographs of the affected product
Images of the exterior shipping package
Photographs of the interior packaging, when available
A brief description or video demonstrating the issue

Please retain the product and available packaging materials while the request is being reviewed.

Depending on the circumstances, an appropriate resolution may include a replacement, full refund, partial refund, or another remedy agreed upon with the customer.

The recommended 7-day reporting period helps us investigate shipping-related issues promptly. It does not eliminate applicable legal rights or remedies if an issue is reported later.

Refund Processing

After an authorized return reaches the designated return facility, we will review the returned merchandise and confirm whether the refund has been approved.

Once approved, refunds will be issued through the original payment method used for the purchase.

Please allow approximately 7–14 business days for the refund to appear after processing. The actual posting time may depend on the payment provider or financial institution.

We will make reasonable efforts to communicate any significant delay in refund processing.

For eligible defective or incorrectly supplied items, a refund or other appropriate remedy may be arranged without requiring a physical return when circumstances justify that approach.

Any applicable shipping, handling, or service-fee deductions will be considered in accordance with this Policy and applicable consumer protection laws.

Exchanges

We do not currently provide direct product exchanges as a standard service.

If you would like a different product, color, style, or variation, you may request a return of the original item under this Policy and place a separate order for your preferred selection.

If an item arrives defective or incorrect, please contact us before placing another order so our team can determine an appropriate replacement or refund solution.

Gift Purchases

Products purchased as gifts are generally subject to the same return conditions as other eligible orders.

Refunds are normally returned to the original payment method used by the purchaser.

If you received an item as a gift and would like to request assistance, please provide the order information when contacting us.

Refunds cannot ordinarily be issued to a different payment method or directly to the gift recipient unless an alternative arrangement is approved or required by law.

Product Care and Safety

Customers should carefully review the care instructions, recommended ages, assembly information, and safety warnings accompanying children's products.

An adult should inspect toys and accessories before use, particularly products containing removable components or moving parts.

Do not allow children to use products that are visibly damaged, cracked, incomplete, unstable, or otherwise unsafe.

Products should only be used for their intended purpose and according to the supplied instructions.

Damage caused solely by improper assembly, unauthorized modification, misuse, or ordinary wear and tear may not qualify for a standard refund.

However, nothing in this Policy limits legal rights relating to defective, unsafe, or improperly supplied merchandise.

Contact Information

If you need assistance with a return, refund, product concern, or order-related issue, please contact our customer support team.

Cheston Inc
Email: hello@chestontoys.com
Phone: +1 (919) 750-7453
Address: 1021 E Lincolnway Unit 1488, Cheyenne, WY 82001, United States

Customer Support Hours:
Monday – Friday
9:00 AM – 6:00 PM

We appreciate your trust in Cheston Inc and will make reasonable efforts to address your concerns fairly and efficiently.