Return and Refund Policy

Last updated: November 20, 2025

At Etroi, your satisfaction is our priority. If you are not completely happy with your purchase, we offer a straightforward return and refund process in line with our commitment to quality service.

14-Day Return Policy

We provide a 14-day return window, which means you can ask for a return within 14 days of when you receive your item.

To be eligible for a return

The item must be in the original condition as delivered.

All original tags must be attached,
Packed in its original packaging,
Include the receipt or valid proof of purchase.

Note: Returns without prior request will not be accepted.

How to Initiate a Return

To request a return:

Our team will review your request and respond with the next steps, including the return address.
Contact our support team at support@etroi.store within 14 days of delivery.
Provide your order number, the item you wish to return, and the reason for the return.

Return Label

At Etroi, we keep our return process simple and clear.

If the return is due to customer reasons (wrong item, change of mind) the customer will be responsible for the return shipping costs and will need to get the return shipping label from their preferred carrier.
If the return is due to an error on our part (damaged, defective or incorrect item) Etroi will provide a prepaid return shipping label at no cost to the customer. Our support team will send you the label and guide you through the return process.

For all returns please make sure the product is well packaged and handled by a reliable shipping carrier to avoid any damage during transit.

Return Method

All returns must be shipped back to us via a trackable mailing service to ensure safe and documented delivery. Customers are responsible for securely packaging the item to prevent damage during transit. The return address and shipping instructions will be provided by our support team once your return request is approved.

Currency

All payments and refunds are processed in US Dollars.

Restocking Fee

We do not charge any restocking fees for returns or exchanges. You can shop with confidence knowing that you will receive a full refund or exchange value for eligible items, excluding any shipping costs.

Damages and Issues

Please inspect your order upon delivery and report any problems immediately. If your item is damaged, defective, missing parts, or incorrect, contact us right away at support@etroi.store with your order number and clear photos of the issue. This will help us assess the situation quickly and provide the most suitable solution, such as a replacement, repair, or refund.
Claims for damages or incorrect items must be made within 48 hours of delivery to ensure we can address the matter promptly.

Exceptions / Non-Returnable Items

Returns are not accepted for the following items:

Ride-on toys or vehicles that have been used, assembled, or tested,
Items damaged due to misuse or unauthorized modification,
Batteries or electronic parts that have been tampered with,
Additionally, clearance or sale items and gift cards cannot be returned.

If you’re unsure whether your item qualifies for a return, please contact us before initiating a return request.

Exchanges

Yes, we do offer exchanges. If you’d like to receive a different item, you can request an exchange by returning the original product. Once we receive and approve your return, we will process the exchange for the new item you selected.

Refunds

You have 14 days from the delivery date to request a refund. Once we receive and inspect your returned item, we will notify you of the refund approval status. If approved, the refund will be issued to your original payment method within 7 business days.
Please note that the actual time it takes for the funds to appear in your account may vary depending on your bank or credit card provider.

Important: If you haven’t received your refund after 14 business days from approval, please contact us at support@etroi.store.

Change of Mind

At Etroi, we understand that sometimes you may simply change your mind. If so, you can request a return within 14 days of delivery, provided the item is unused, undamaged, and in its original packaging.

Please note: return shipping costs are the customer’s responsibility. Once we receive and inspect the item, a refund will be issued to your original payment method

Reach Us

Business Name: Etroi

Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT-05:00)

Email: support@etroi.store

Business Address: 311 Greenwood Dr, Hitchcock Texas 77563, United States