Refund policy

1) Our Promise—in Plain Terms

We want you to love what you buy. If you change your mind, we’ll help—as long as the item is completely unopened, factory-sealed, and in mint, resellable condition within 14 days of purchase.

Strict rule: Any unboxed or opened item is not eligible for return or exchange (except if it’s defective on arrival—see §5).

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2) Eligibility Checklist (Must Pass All)

To qualify for a return or exchange:

• Within 14 days of purchase (or delivery for online orders).

• Unopened & factory-sealed: shrink wrap/seals intact, no broken tape, no tampered packaging.

• Mint condition: no dents, scratches, stickers, writing, or price tags added.

• All contents included: accessories, manuals, freebies, and original packaging.

• Proof of purchase: original receipt/order confirmation.

• Same market condition: no bundle split-ups; promotional items must be returned together.

If any of the above is missing, the return will be declined.

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3) Not Returnable / Not Exchangeable

• Opened / unboxed products (packaging seal broken or tampered).

• Used, activated, or assembled items (including batteries installed).

• Hygiene or wearable items (e.g., costumes, masks, bottles) once packaging is opened.

• Digital content, codes, gift cards, DLC.

• Clearance / final-sale / “as is” items (marked on receipt or product page).

• Personalized or special-order items.

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4) How to Start a Return

In-store purchases: Visit the same store with the item and receipt.
Online purchases: Contact us at [EMAIL] within 14 days of delivery for a return authorization and instructions.

• You’re responsible for return shipping and its risk (we recommend tracked, insured service).

• Original shipping fees are non-refundable unless we made an error.

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5) Defective on Arrival (DOA) / Wrong Item

If you received a defective, damaged, or incorrect product:

1. Notify us within 72 hours of delivery/purchase at [EMAIL] (attach photos/video and your order number/receipt).

2. Keep all packaging and contents.

3. We’ll inspect and, if confirmed DOA/incorrect, we’ll replace it or refund you (including reasonable return shipping if applicable).

Physical damage caused after purchase or due to misuse is not covered.

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6) Inspections & Decisions

All returns are subject to inspection by our team. If the product does not meet §2, we may:

• Decline the return and return the item to you, or

• Offer a repair (if under manufacturer warranty), or

• Offer store credit at our discretion.

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7) Refunds & Exchanges

• Refund method: original payment method only. (Cash-on-delivery refunds may be issued as store credit.)

• Processing time: typically 7–14 business days after we receive and approve the return.

• Exchanges: like-for-like or same value; price differences must be settled at the counter.

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8) Gifts

For items marked as gifts on the receipt:

• Eligible unopened returns may receive store credit to the recipient, or a refund to the original purchaser’s method (per request and proof).

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9) Click & Collect / Reservation Holds

Collected items follow the same §2 rules. Uncollected reservations may be canceled; paid orders are held per our confirmation email.

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10) Warranty Support (Where Applicable)

Some items include a manufacturer warranty. After the 72-hour DOA window, issues may be directed to the authorized service center as required by the brand’s terms. Keep your receipt.

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11) Abuse, Fraud, & Limits

We may limit or refuse returns to prevent abuse (e.g., excessive returns, altered packaging, missing components, or suspected misuse).

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12) Changes to This Policy

We may update this policy at any time. The version posted on our website at the time of your request applies.

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Legal Note

Nothing in this policy limits your statutory rights under applicable Qatari law. Where local law requires a different outcome (e.g., proven defect), those rights prevail.

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Questions or to start a return?
Email support@geminix.qa or visit any Wonder Toys by Gemini X location with your receipt.