Refund & Return Policy
Our refund and return policy ensures every Mind Labs Toys customer shops with complete confidence.
Our Refund and Return Policy Commitment
At Mind Labs Toys, we want you and your children to be completely satisfied with your STEM toys and educational products. If you’re not happy with your purchase, we’re here to help.
Return Eligibility Under Our Refund and Return Policy
Eligible for Return
Products may be returned if they meet ALL of the following criteria:
- Return request submitted within 30 days of delivery
- Item is unused, unopened, and in original packaging
- Item is not damaged by the customer
- Item is not a final sale or clearance item
Not Eligible for Return
The following items cannot be returned:
- Items used, opened, or with damaged packaging
- Items marked as “Final Sale” or “Non-Returnable”
- Items returned after the 30-day window
- Gift cards
- Downloadable products or digital content
Return Process
Step 1 : Contact Us
To initiate a return, please contact our customer service team:
- Email: [your email address]
- Subject Line: Return Request – Order #[your order number]
Please include:
- Your order number
- Product name(s) you wish to return
- Reason for return
- Photos of the item and packaging (if applicable)
Step 2 : Receive Return Authorization
Our team will review your request within 2-3 business days. If approved, you will receive:
- Return authorization number
- Return shipping instructions
- Return address
Important: Do not return items without prior authorization. Unauthorized returns may not be processed.
Step 3 : Ship Your Return
- Pack the item securely in its original packaging
- Include your return authorization number
- Ship to the address provided
Step 4 : Refund Processing
Once we receive and inspect your return, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method.
Refund Details
What We Refund
- Full product refund for items returned in original condition
- Original shipping costs are refunded only if the return is due to our error (wrong item, defective product)
What We Don’t Refund
- Return shipping costs (customer responsibility unless return is due to our error)
- Original shipping costs for change-of-mind returns
- Customs duties or taxes paid on international shipments
Refund Timeline
- Processing: 5-7 business days after receiving your return
- Bank/Credit Card: Additional 5-10 business days depending on your financial institution
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 7 days of delivery with:
- Photos of the damaged item
- Photos of the packaging
- Description of the damage or defect
We will offer you:
- A full refund, OR
- A replacement item (subject to availability)
For damaged/defective items, we will cover return shipping costs or may not require the item to be returned, depending on the situation.
Wrong Item Received
If you receive the wrong item, please contact us within 7 days of delivery. We will:
- Ship the correct item at no additional cost
- Provide a prepaid return label for the incorrect item
Order Cancellation
Before Shipment
If your order has not yet shipped, you may request cancellation for a full refund. Contact us immediately with your order number.
After Shipment
Once your order has shipped, it cannot be cancelled. You may return it according to this policy once received.
Exchanges
We currently do not offer direct exchanges. If you would like a different item:
- Return the original item for a refund
- Place a new order for the desired item
Late or Missing Refunds
If you haven’t received your refund after the expected timeline:
- Check your bank account or credit card statement again
- Contact your credit card company or bank (processing can take time)
- If you’ve done this and still haven’t received your refund, contact us at [your email address]
Shipping Delays and Lost Packages
Extended Shipping Times
Due to the nature of our fulfillment process, shipping times can vary. If your package has not arrived within the estimated delivery window:
- Wait an additional 7-10 business days (delays can occur due to customs or carrier issues)
- Contact us if your package has not arrived after 35 business days from order date
Lost Packages
If your package is confirmed lost by the carrier, we will:
- Issue a full refund, OR
- Ship a replacement (subject to availability)
International Orders
For customers outside Canada:
- Return shipping is the customer’s responsibility
- We recommend using a trackable shipping service
- We are not responsible for customs delays on returned items
- Original customs duties/taxes are non-refundable
Sale and Promotional Items
Items purchased during sales or with promotional discounts are subject to the same return policy unless otherwise stated. Items marked “Final Sale” cannot be returned.
Contact Us
Visit our contact page for assistance with your return.
Mind Labs Toys
Email: infos@mindlabstoys.ca
Website: mindlabstoys.ca
We typically respond within 24-48 business hours.