Return, Exchange & Warranty Policy

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 shipping costs may be deducted from your refund.

Evidence and Resolution Process: Please contact us immediately with PHOTOS or a short video of the damage (no later than three days after delivery). To process any exchange or claim, you MUST keep the original box and all packaging. DO NOT assemble the product until we assess the damage photos, or it will be considered user damage.

Our Resolution Policy: HeimiliToys reserves the right to first attempt a repair or provide replacement parts to resolve any shipping damage. In most cases, we can supply the specific part that was damaged, which is the most efficient way to restore your vehicle to working condition. A full return or replacement of the entire unit will only be considered if the issue cannot be resolved by providing replacement parts or technical support. 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. "User damage" includes, but is not limited to: water damage, overloading the vehicle beyond its weight limit, improper assembly, and use on prohibited, rough, or uneven terrain. 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:

  • Please DO NOT ship any products until you receive an E-mail with return instructions.
  • 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).
  • In the event an item is to be returned, all items must be returned freight/shipping paid by the customer. Please note that our policy requires customers to bear the cost of return shipping for any returns or exchanges, unless otherwise determined by our support team. You may also incur a 20% restocking fee.
  • We recommend that you ship your returns via insured mail/freight for protection against loss or damage.
  • Upon arrival of the item and completion of our inspection, a refund or replacement will be processed.

Warranty Exclusions: The following conditions are not covered by the warranty policies:

  • Failure to follow the minimum maintenance requirements on electric 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: These are plastic toys with electronic components. Rain, water, snow, or any other moisture can ruin these components. DO NOT drive during rain, DO NOT store vehicles outside, and DO NOT wash vehicles with a spray hose or power washer. Please use a damp washcloth or sponge for cleaning. Any water ingress into the dash, hood, or seating areas is considered user damage and voids the warranty.

  • 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.

Component Exclusions: 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:

  • Gearbox Warning: Damaged gears inside any gearbox are not covered under warranty as they are considered user damage (caused by overloading, hitting curbs, or rough terrain). Plastic gears can be purchased from us. If the issue is a locked up or non-working motor, the motor can be returned for warranted support.

  • Explanation of Free Shipping: Free shipping is calculated into the overall price of the item.

  • Larger Priced Products: In some cases, a wire transfer may be required for payment.

  • Cancellation Policy: Due to the size of our products, it is usually not possible to cancel an order once processing begins. If we are able to cancel, an automatic $40.00 cancellation fee per item applies for payment processing and labor. If the product has left our warehouse, the customer is responsible for all shipping fees incurred.

Company Rights: We reserve the right to refuse or cancel any order for any reason, including product unavailability, suspected fraud, unverifiable addresses, or underage purchase. In such cases, a FULL refund will be issued.

Theft, Vandalism & Safety:

  • Loss/Theft: HEIMILI Toys is not responsible for lost, stolen, or vandalized products. We recommend adding items to your personal insurance policy.

  • Package Theft AFTER delivery: Once delivered by the carrier, the item is the buyer's property. HEIMILI Toys is not responsible for theft after delivery.

  • Product Safety: We are the retailer; customers are responsible for safe operation (using helmets, protective gear, and staying away from traffic, water, or inclines). Parental remotes are an aid, not a full safety shield; close supervision is required.

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