Returns & Refunds Policy

Last updated: October 17, 2026

We want every Mexten toy to be a happy one. If something isn’t right, this page explains exactly how returns, refunds and cancellations work.

1. Return window

You can request a return within 30 days of receiving your order, for any reason.

2. Eligible items

  • Toys must be unused, in their original condition and, where possible, in the original packaging.
  • For hygiene reasons, opened teethers and other items meant to go in a baby’s mouth can only be returned if they arrived damaged, defective or incorrect.
  • Gift cards are not returnable.

3. Damaged, defective or wrong items

If your toy arrives damaged, has a defect or isn’t what you ordered, email us within 30 days with your order number and a photo. We cover all costs. In most cases you don’t need to send the item back; a photo is enough. We will send a replacement or give you a full refund, whichever you prefer.

4. How to return an item (change of mind)

  1. Email support@mexten.com with your order number and the toy(s) you want to return.
  2. We reply within 3 business days with the return address and instructions.
  3. Ship the item back within 14 days of our reply. We recommend a tracked service.
  4. Once the item arrives, we inspect it and email you to confirm the refund.

For change-of-mind returns, the customer pays return shipping and the original shipping fee is not refundable. Please don’t send items to the address on the package; returns always go to the address we give you.

5. Refunds

Approved refunds are issued to your original payment method within 5 business days of approval. Depending on your bank, it may take another 5–10 business days for the money to appear on your statement.

6. Items that don’t arrive

Orders usually arrive within 15–20 business days in the USA, Canada, Australia and Europe; delivery times for other countries vary by destination and carrier (see our Shipping Policy). If your order hasn’t arrived within 30 business days of shipping, contact us and we will send a replacement or give you a full refund, including shipping.

If the delay is caused by events outside our control, this period is extended by up to 15 business days while the carrier delivers the package. If the package is confirmed lost, you will always get a replacement or a full refund.

7. Exchanges

Want a different toy or color? Email us. We’ll refund you once the original is on its way back, so you can place a new order.

8. Order cancellations

You can cancel your order for a full refund at any time before it ships. Just email us with your order number. Orders that have already shipped can be returned as described above.

9. Contact us

Email: support@mexten.com
Support hours: Monday–Friday, 9:00–17:00 ET. We reply within 3 business days.