Returns & refunds

You can request a return within 7 working days from the date of receipt, provided the product is unopened, unused, in new condition and still in its complete original packaging.

Please send clear pictures of the item to info@theentertainer.ae. Return shipping costs are charged to the customer.

Customers may cancel an order or requested service within 24 hours.

Approved refunds are returned to the same payment method used for the original transaction. Please allow up to 45 days for the refund transfer to be completed, depending on the payment provider or bank.

After the returned product has been received, evaluated and approved, we may issue store credit that can be used for a replacement item or a future purchase.

Where a monetary refund is approved, it will be processed only through the original mode of payment.

If an item appears defective, damaged or has missing parts, please submit a complaint with clear pictures and videos showing the fault, damaged area or missing component.

Complaints about missing parts must be submitted within 7 days from the date of receipt.

We will arrange courier collection from your location. The product must be repacked in the same original box, with all parts, labels, packaging, accessories and manuals intact.

After evaluation by our product experts and technical team:

• If a manufacturing defect is confirmed, we will repair the product or provide a replacement.
• If a part is missing, we will provide the missing part.
• If more than 7 calendar days have passed since delivery, the product will normally be repaired.
• If the item is found to be working correctly, or only needs proper configuration or assembly, it will be returned to you.

If you do not want a replacement and the approved return request was submitted within 7 calendar days, store credit valid for 6 months may be issued. An approved cash refund may take up to 15 days to process.

We are unable to process returns for:

• Products with an extended delivery time.
• Items that are no longer in their original condition or complete original packaging.
• Sealed boxes or plastic packaging that has been removed, opened, broken or torn.
• Items damaged through misuse or showing signs of wear and tear, even when still within the warranty period.
• Items that have been assembled, used, altered or installed, unless a manufacturing defect is confirmed.

Additional product-specific exceptions may be stated on the relevant product page.

We usually arrange collection within 24–48 hours from the date we receive your feedback.

A replacement is usually delivered within 2–3 working days after the returned item has been received and evaluated.

Approved store credit is normally added to your The Entertainer Toy Shop account within 2–3 working days after we receive and approve the returned product.

This returns policy applies only to items delivered within the United Arab Emirates. We are unable to process returns for items shipped to destinations outside the UAE.

During particularly busy periods, including December and the month before Ramadan, standard returns may be temporarily unavailable.

Products with a confirmed manufacturing defect or missing parts will still be reviewed during these periods.