Damaged, Defective or Incorrect Item

PRODUCT OR DELIVERY PROBLEM

Damaged, defective or incorrect item?

This is handled separately from a normal change-of-mind return. Do not send the product back before APPYTOYS reviews the case.

Report a problem
01

Keep everything

Keep the product, all accessories, packaging, shipping carton and shipping label until APPYTOYS confirms what is no longer needed.

02

Document the issue

Take clear photos and, where useful, video showing the problem and the condition of the packaging.

03

Wait for instructions

Do not organise a return yourself. APPYTOYS will review the evidence and provide the appropriate next step.

WHAT TO SEND US

Help us review the case quickly

Order details

Order number, customer email and the exact product affected.

Problem description

Explain what is damaged, defective, missing or incorrect and when you first noticed it.

Photos or video

Show the product and, when relevant, the fault in operation or the visible damage.

Packaging evidence

Photograph the inner packaging, outer shipping carton and shipping label, especially for transport damage.

HOW IT WORKS

A separate Customer Care review

  1. 1
    Report the issue

    Contact APPYTOYS with complete order and product information.

  2. 2
    Provide evidence

    Send the photos, video or other information reasonably needed to understand the problem.

  3. 3
    APPYTOYS reviews the case

    The team determines the appropriate remedy and whether a return is required.

  4. 4
    Follow the instructions

    If a return is required, use only the return method and destination communicated by APPYTOYS.

IMPORTANT

Do not return the product on your own.

A product problem is not the same as a standard withdrawal. Sending the parcel without instructions can send it to the wrong logistics location and delay the case.

Contact Customer Care

COMMON CASES

What counts as a product problem?

The outer shipping box is damaged

Keep it and take photos of the box, shipping label, inner packaging and product before discarding anything.

The product does not work correctly

Describe the fault clearly and include video when it helps demonstrate the issue.

I received the wrong item

Photograph what arrived together with the shipping label and order reference.

Something is missing from the parcel

First check whether the order was split into multiple tracked shipments, then contact Customer Care if the item is still missing.

Nothing on this page limits mandatory consumer rights for defective or non-conforming goods. APPYTOYS will provide the appropriate process after review.

Report a problem