Return, Exchange & Warranty Policy

Parts: We offer parts for every item we sell and most parts are under warranty. This is for our customers only who purchased a vehicle on heimilitoys.com. Customers are responsible for replacing parts if any are needed. In rare situations, it may take up to 45 days to receive replacement parts.

Shipping Damage: Please DO NOT refuse any package even if the box or product seems damaged. If a package is refused and returned, we will not be able to send a replacement product. Your order will be cancelled and refunded, and the shipping costs may be taken out of your refund amount. Please contact us immediately with PHOTOS (no later than three days after delivery) for further instructions. To process the exchange on damaged items you MUST keep the original box and all packaging. DO NOT assemble the product until we assess damage photos or it will be considered user damage. We have access to 99% of parts for every item we sell. In most cases, we will be able to send the part that received shipping damage so it will not warrant for a return. In most cases, we will return and replace your item with the exact same model in the event of shipping damage where parts cannot be replaced. Keep in mind the products we sell are large, heavy toys. Minor blemishes or rub marks in the plastic bodies and chrome dipped components are normal due to the shipping process.

Warranty and Returns

We have expert support ready via phone and email, along with support videos and access to parts. Customers are required to work with our tech support team to troubleshoot any issues that may arise. In the event that a part must be replaced, please refrain from using the product while waiting for replacement parts as this can cause further damage. Any further damage caused by using a product before a non-working part is replaced will be considered user damage and will not be covered under warranty. In rare situations that we are not able to troubleshoot an issue via phone or email, you may be required to send the item in for a warranty claim. Please follow directions below.

Note: We CANNOT accept any return for a refund or exchange later than 30 days from the original purchase date.

In certain situations that an item needs to be returned, please simply follow instructions below.

1. Please DO NOT ship any products until you receive an E-mail with return instructions. 
2. Please E-mail us at service@heimilitoys.com. Include the order date, product name, reason for return, your name, address and telephone number to receive an RMA (Return Merchandise Authorization).
3. In the event an item is to be returned, all items must be returned freight/shipping paid by the customer. You may also incur a 20% restocking fee. 
4. We recommend that you ship your returns via insured mail/freight for protection against loss or damage.
5. Upon arrival of the item and completion of our inspection, a refund or replacement will be processed.

The following conditions are not covered by the warranty policies.

• Failure to follow the minimum maintenance requirements on electirc powered items. 
• Modification of any kind. (Cool stickers are OK) 
• Items that have been closed out/refunded as damaged by shipper where parts can't be replaced.
• Water Damage (Rain, water, snow, or any other moisture the product is subjected to.)
• Damage caused by an accident.
• User damage of any kind.
• Unit being used for commercial or rental use.

Note: We do not accept returns based on buyer’s remorse due to large items and high shipping cost. Please make sure you are satisfied and have gathered all details before you purchase any item. For example; all items on the site display the size and recommended age, along with video showing the product in detail. Due to many differences in monitor settings/adjustments and screen types, colors of products may vary. Speeds listed on the website are only estimated speeds and may not always be exact. (Product details are subject to change depending on manufacturing updates.)

Note: These are plastic toys made with electronic components, so any rain or water can damage these components and the vehicle may not be usable. You may drive through small puddles, but direct rain/water to the dash, hood, or seating areas can ruin components. DO NOT drive during rain. DO NOT store vehicles outside when not in use. DO NOT wash vehicles with a spray hose or power washer. We suggest using a washcloth or sponge and carefully washing the body if needed. DO NOT allow any electronics to get wet.

The following is a list of items not covered by the warranty policy; Brake pads, tires, body panels, fuses, light bulbs, chains, spark plug, belts, batteries.

Miscellaneous

Note: Damaged gears inside any gearbox are not covered under warranty as they are considered user damage. Many different factors could cause them to be damaged or stripped, such as; exceeding the weight limit of the toy, running into a curb/large object or rough terrain, or strenuous steering with the steering wheel. Plastic gears can be purchased from us, or we can direct you to purchase the correct part. If the issue is a locked up or non-working motor, the motor can be returned for warrantied support.

Explanation of Free Shipping: All the items on our site state free shipping. This makes it simple so there is one flat rate price for a product.  We as a company do have to pay shipping and it is calculated into the overall price of the item.

Larger Priced Products: In some cases with high-ticketed items, a wire transfer may be required for payment.

Cancellation Policy:  Due to the size of the items we sell it is usually not possible to cancel an order that has been placed and has gone into processing. We are NOT able to cancel most orders. In the case that we ARE able to cancel an order, all costs that may arise because of the cancellation after or before item is shipped must be paid in full by customer. If the order is canceled at any time, there will be an automatic $40.00 cancellation fee per item for payment processing and loading/unloading labor. If your product has left the warehouse and you cancel the order, the shipping company will have still charged freight costs regardless of your cancellation. At this point, you will be responsible for all shipping fees.

We reserve the right to refuse an order for any reason. We also reserve the right to cancel any order that we have already accepted. Should an accepted order be cancelled by us, we will refund any payments for such order in FULL. An accepted order may be cancelled by us and FULLY refunded under (including but not limited to) the following circumstances:

1. The product becomes unavailable.
2. Our security system flags your order as unsafe or potential fraud.
3. Your address is unverifiable or not a physical address.
4. We have reason to believe you are not of legal age to make the purchase.

Theft or vandalism: HEIMILI Toys is not responsible for lost, stolen or vandalized products nor is it covered by any supplier warranty. It is recommended to add the items to your insurance policy in case of a loss.

Package Theft AFTER delivery: While all packages are insured with the shipping companies for lost or damaged items, HEIMILI Toys is not responsible for stolen packages AFTER they have been delivered to the recipient. Once an item is delivered by FedEx, UPS, or any other shipper it is now considered the buyer's property even if they are not home and did not sign for the package. It is the buyer's responsibility to protect the item from theft after delivery. It is recommended to track your package with the tracking information we provide and make arrangements with the shipping company to be present to receive your item as some items may not require a signature. 

Product Safety: We are simply the retailer for any products being sold on this site. It is the customer's responsibility to use common sense and operate Cars, Dirt Bikes and Motorcycles with proper helmets and protective gear. It is also the responsibility for customers to operate any product in safe areas away from roads, traffic, bodies of water, pools, steep inclines, fences, and any other source of potential danger. Some products come with Parental Remotes, and other types of remote devices. We cannot guarantee these remote devices to be a full safety shield. Close supervision is required in case of emergency.

If you have any further questions, please email us at service@heimilitoys.com