Clear & Fair Returns, Shop with Confidence
We’re here for you beyond the purchase. Our return policy is part of our commitment to care, clarity, and support.
Dec 11, 2025
Great customer service, high quality product
Product is high quality, however I did end up needing a replacement as it was partly defective. I didn’t even buy it directly from svakom so I was assuming they wouldn’t do anything. Their customer service responded quickly and to my surprise, they are sending me a brand new one without even going through the hassle of having to return my first one. Like I said, even being partly defective (vibration feature didn’t work for whatever reason) the product is very high quality. Still usable but after spending as much as I did it didn’t feel right not to contact them. Overall thanks to Svakom for being awesome and I will be buying from them again.
Jan 17, 2026
Replacement of an item that malfunctioned
I can only say good things about this company I had a problem with anitem and it was corrected in a timely matter. Thank You so much
Mar 20, 2026
Customer Support
I had an issue with a SVAKOM toy and the customer support handled the whole situation quick and seamlessly. I already have a replacement which works perfectly, since I received it. Very positive customer experience.
We want every purchase to feel safe and reassuring.
Below is a simple overview of how our return,warranty, and refund process works.
1. Online Purchases
We entertain returns within 60 days from the date of purchase. Terms and Conditions Apply.
Return Policy Details:
- Condition: For hygiene and quality assurance reasons, items that have been opened, used, worn, damaged, or without their original packaging and tags are not eligible for return. And if you not sure whether your items can be returned or not, please directly contact our support team. We appreciate your understanding and support.
- No Exchanges: We cannot process exchanges due to hygiene reasons. This ensures all customers enjoy uncompromised quality and safety.
- Return Shipping Costs: Return shipping costs are the customer’s responsibility and are not covered by us.
- Warranty: All purchases, or items be opened and used, are covered under a 2-year warranty against manufacturing defects. In rare cases of faults, we offer replacements within 2 years of purchase.
Refunds will be processed within approximately 7 to 10 business days after we receive your returned items.
2. Non-Refundable / Final Sale
Items marked as ‘Final Sale’ on product pages are non-refundable.
Excluded items include:
- Accessories
- Drawing Orders
- All sale products
3. International Returns
Ensuring the accuracy of your shipping address is essential, as we cannot alter addresses post-shipment for security reasons.
Lost or Damaged Packages:
- Please notify us within 24 hours of delivery at [email protected] for lost, stolen, or damaged items so we can claim with the carrier.
- If a package is stuck in transit at the same location for over 3 days, please contact us immediately.
- Note: Filing a claim does not guarantee reimbursement if the carrier confirms proper delivery to the correct address.
To initiate return,
you can write to
These contents should be included in your email:
1. Full Name
Your name used for the order.
2. Order Number
Website orders: 5-digit order number (e.g., #12345).
Other stores: screenshot, order number, or receipt.
Other stores: screenshot, order number, or receipt.
3. Where You Bought It
Store name + city, or link to the product page.
4. Purchase Date
Date you placed the order.
5. Product Name
Exact name from the packaging (e.g., Alex Neo 2, Cici, Erica).
6. Quantity
Number of items with the issue.
7. Color
Specify product color to check batch details.
8. Issue Description
Briefly describe the problem.
9. Photo / Video
Upload at least one image/video showing the product is unopened, unused, or unworn.
10. Serial Number(s)
Provide the serial number(s) from the packaging or product.
Need help with your purchase?
Start your return or warranty request on our Warranty & After-Sales page
