How Returns Work

1) Email support@rctowntoy.com within 30 days of delivery with your order number and reason for return.
2) We’ll reply within 1–2 business days with a return authorization (RMA) and the return address of our U.S. warehouse.
3) Ship the item back in its original packaging. Quality issue: we cover return shipping. Change of mind: the customer covers return shipping. We do not charge restocking fees.
4) Once the returned item arrives and passes inspection, we issue your refund to the original payment method within 5–10 business days.

Order Cancellations

If you want to cancel an order, Please send an email to our customer service support@rctowntoy.com. You will receive a canceled order confirmation email later.

If your order has not been shipped, we will arrange a full refund, All money will be returned back to your payment account. If the order is already in transit, we need to contact the shipping company to recall the order and arrange a full refund for you. If the recall fails, refuse delivery acceptance from FedEx or Others upon the arrival of your products.

Order Refund

Once a refund occurs, the money will be returned back to your payment account.

30-day Return guarantee

You can request a return or exchange within 30 days after delivery if you feel the item not satisfied. 30-day returns must with the original contents attached and with the original packaging; returned merchandise that does not satisfy these requirements may not qualify for a refund. In order to avoid being rejected due to lack of packaging when you want to exchange or return. Please keep the original packaging until you’re sure you’re keeping the car. Returns without the original packaging may not be accepted.

To start a return, Please send an email to our customer service support@rctowntoy.com till you receive a confirmation email.

Please note: Our 30-day return window at a glance:
· Unused, unassembled, original packaging → full refund (customer covers return shipping).
· Used, with a manufacturing defect → covered by our 12-month warranty: free repair, replacement, or refund.
· Used, no defect → not eligible for return. and unused. All exchanges must be carried out in the original packaging. If the product has been used, we do not support returns, only warranty.

Please note RCTOWN is not responsible for the shipping costs over 30 days.

Product Quality Problems Return

Our quality promise: every order is inspected before it leaves our U.S. warehouse. If your ride-on car arrives damaged or develops a manufacturing defect within the warranty period, we’ll repair it, replace it, or refund you — and we’ll cover the shipping both ways for verified quality issues.

What to do in 3 steps:

Step 1

For tech products, try to troubleshoot the item by checking the manual we provide in the package. Often we can solve the problem for you without you needing to send anything back. In many cases the product seems to have a problem, but it can be solved by assembling properly, or fixing an accessory.

Step 2

If you still have difficulties with your item, especially for complex products such as electric ride-on cars, go-karts, or motorized ride-on toys.Most issues can be diagnosed remotely. Send us a short video of the problem and our support team will walk you through a fix, send replacement parts, or arrange a return — whichever gets your child back on the road fastest. You’ll never be asked to pay for a third-party inspection..

Step 3

Once you have confirmed the product is faulty thanks to step 1 and 2 Contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty.

You’re covered by our 1 Year (12 Months) guarantee.

So if the product doesn’t work, we’ll help you send it back to us to get it fixed or directly refund the payment without the product return.

In case of return, who pays for what?

• • Cost of shipping a presumably faulty item back to us: Paid by the customer, cannot be reimbursed.
  • Waived for faulty products and paid by RCTOWN in full. In other words, our QC engineers will test products you ship back and, if they confirm the products are indeed faulty, we will offer compensation (repair, replacement, credit or refund). However, for products that are tested and turn out to be in good working condition, RCTOWN will not accept any responsibility and may charge a restocking fee at our own discretion. Functional products will not be reimbursed.
  • Cost of shipping repaired item back to customer: paid by RCTOWN in full.
  • If a product cannot be repaired: The original product price will be refunded to original payment source

What might be the issues that trigger Warranty?

Problems receiving the product

• • My order hasn’t arrived yet, where is it?

• I received my packet, but one or more items are missing.

Not as Described

• I received totally the wrong item.
• I received the right item, but it doesn’t have the function it should have.

Something is Missing

• An item which seems to be missing parts.
• An item seems to be missing accessories.
• An item is missing a manual.

Dead On Arrival

• An item is physically broken or damaged.
• An item won’t switch on.
• An item doesn’t function correctly.

Product Broken Down

• I can’t get the product to work, I need help.
• An accessory, such as a cable, is broken.
• I broke the product by accident.

Other Problems…

Whatever the problem, even if you can’t see it described above, you can speak to Rctowntoy.com Customer Support.

RCTOWN RMA Process

The standard returns process for faulty goods is as follows:

1. Customer checks the manual, troubleshooting page and consults a local service provider in their area.
2. Customer contacts us detailing clearly the order number, product name / item code, and nature of the problem and what they have tried to fix the issue.
3. RCTOWN reviews the case with technicians and asks clarification questions if necessary.
4. Customer replies with further details if available.
5. RCTOWN replies authorizing the return, giving an RMA (return merchandise authorization), and providing a returns slip for enclosing with the returned goods. The returns slip has the return address!

>> Product Return Address and Instructions:

Return Address: 14650 Levey Lane, Houston, TX 77047

(Please note RCTOWN is not responsible for the shipping costs for self-returns.)

(Do not return faulty product without prior approval of RCTOWN customer support and RMA procedure. Any product return ignoring RCTOWN customer support instructions and/or RMA procedure will not be considered eligible for Product Warranty)

1. Customer returns the goods by normal post using the instructions on the returns slip.
2. RCTOWN receives the returned goods and technicians check the products.
3. RCTOWN shares with customer the technicians’ findings. If the products are faulty the usual procedure is to initiate a repair immediately and confirm with the customer the address that the repaired goods will be sent back to.
4. The repaired goods are re-checked by RCTOWN Most basic repairs are completed within four weeks.
5. If all is fixed the repaired goods are packaged securely sent out back to the customer.
6. The repaired goods are received by the consignee like a normal order.

Please note, products that are received by RCTOWN in any of the conditions below may not qualify for return and be rejected:

Any product not purchased from Rctowntoy.com.

Any product that is returned without all the original accessories, including the box, manuals, parts, and all other items originally included with the product.

Any product which appears tampered with or altered in any way.

Any product that does not match the product that was originally purchased.

Any product that is received outside of 30 days from when your return was approved

Return Processing Time

Rest assured, returns are monitored every step of the way and you will receive updates via email. Once your return is delivered, please allow up to 1 week for us to process and verify the contents of the package.

〉〉Our Returning Support Email

Email: support@rctowntoy.com

（Friendly reminder: Please note RCTOWN is not responsible for the shipping costs for self-returns. All returns need to contact customer service. After confirmation by customer service, you need to follow the prompts of customer service to operate the return process. Finally, we will arrange a refund after the receipt of the goods is confirmed.）