Refund Policy

Effective Date: 11/20/2025
Website: brainstoy.com
Brand: BRAINSTOY LLC

Address: 82 WENDELL AVE. STE 100, PITTSFIELD, MA 01201 USA

(Please do not send packages or returns to our mailing address. All returns must be authorized via our Contact Form. Returns sent to our mailing address without prior authorization will not be processed or refunded. Please check our Refund Policy).

At BRAINSTOY LLC, we want every customer to be completely satisfied with our products.
This policy explains how refunds and returns work depending on who fulfills your order.

This Policy outlines how BRAINSTOY LLC handles returns and refunds for purchases initiated through brainstoy.com or completed on our Square Online Store or on eBay.

This Return Policy applies to purchases made through brainstoy.com and to products featured in our Square store. For items purchased through our eBay store, the same rules apply: no returns are accepted except for damaged, defective, or not-as-described products.

For purchases made through eBay, the eBay Money Back Guarantee may also apply if required by eBay’s platform rules. In such cases, eBay’s policies will control the resolution process.

1. Orders processing and fulfillment

Purchases are initiated through our main site and completed through our Square Online Store or eBay after clicking the product link.

Purchases completed through our Square Online Store or eBay are securely processed by Square or eBay or their approved payment partners. Square or eBay encrypt and transmit your payment information in accordance with their own security and PCI compliance standards.

While Square and eBay manage the payment process and customer account options, BRAINSTOY LLC is responsible for preparing, shipping, and handling all returns.

Refunds are authorized by BRAINSTOY LLC and processed to the same payment method used at checkout.

For eBay purchases, all refunds must be issued directly through the eBay platform in accordance with eBay’s refund procedures. We cannot process eBay refunds outside of the eBay system.

Once approved, refunds are typically credited to your account within 5–10 business days, depending on your payment provider’s policies.

2. Return and Refund Eligibility

All sales are final. We do not accept returns for change of mind or buyer’s remorse.
However, if your order arrives damaged, defective, or not as described, you may request assistance within 30 days of delivery (or within 30 days of the estimated delivery date if the package is missing). To request assistance, use our Contact Form and include the following:

  • Your order number
  • A brief description of the issue

If your product is damaged, defective, or incorrect, please contact us so we can assist you.
We may request photos or other documentation to help verify the issue.
Once verified, we will, at our discretion:
– Send a replacement at no additional cost, or
– Issue a refund to your original payment method.

We do not accept returns for any reason other than damage, defect, or an item not matching its description.

Refunds are issued to the same payment method used for the original purchase and are typically processed within 5–10 business days after approval. Please note that refund timing may vary depending on your payment provider.

If we authorize a return for a damaged, defective, or incorrect product, we will provide instructions. Do not send any product back without authorization.

Refunds may appear on your bank or card statement as “Square,” “SQ *BRAINSTOY LLC,” or, for eBay orders, “eBay” depending on your payment provider.

Important Notice on Refundable Amounts

Transaction or payment-processing fees retained by the platform (e.g., Square, eBay) are not refundable. However, original shipping charges WILL be refunded if the refund is due to an error by BRAINSTOY LLC (such as a damaged, defective, or incorrect product), or if required by law.

3. Damages and Issues

Please inspect your order as soon as it arrives and contact us immediately if the product is damaged, defective, or incorrect.
Once verified, we will, at our discretion:
– Send a replacement product at no additional cost, or
– Issue a refund to your original payment method.

Refunds are typically processed within 5–10 business days after approval, but timing may vary depending on your payment provider.

This mirrors the same standard we apply on our Square or eBay listings, where returns are not accepted except for damaged, defective, or not-as-described items.

4. Unauthorized Returns

We do not accept returned items unless we have explicitly authorized a return for a damaged, defective, or incorrect product.
Any item sent back to us without prior authorization will not be processed or refunded.

5. Non-Returnable or Ineligible Items

Because all sales are final, we cannot accept returns except in cases of damage, defect, or an item not matching its description, like:

  • Normal wear or minor cosmetic imperfections after use
  • Change of mind or buyer’s remorse to maintain product integrity and pricing
  • Products returned in a condition inconsistent with their original shipment (e.g., missing components)
  • Opened or unsealed card game boxes (for hygiene and quality control reasons)

These limits protect product integrity and ensure fairness to all customers.

We always aim for customer satisfaction. If you experience an issue not listed above, please contact us and we’ll do our best to assist.

6. Incorrect or Undeliverable Addresses

Please verify your shipping address carefully at checkout.
BRAINSTOY LLC is not responsible for delays or losses caused by incorrect, incomplete, or undeliverable addresses provided at checkout.

Refunds cannot be issued for orders returned to sender due to incorrect addresses unless the error was made by BRAINSTOY LLC.

If the package is returned to us due to an incorrect or incomplete address provided at checkout, we can reship it once the customer pays for reshipping.
Refunds are not available for address errors unless the mistake was made by BRAINSTOY LLC.

If an undelivered package is returned to us due to a carrier error or an error made by BRAINSTOY LLC, we may issue a refund for the product price (excluding shipping and payment fees).
For address errors made by the customer, no refunds are available.

 

7. Order Cancellations by BRAINSTOY LLC

We reserve the right to cancel any order, in whole or in part, at our discretion and without liability, if:

– a carrier label cannot be generated through our shipping partners;

– the destination is temporarily unsupported or outside our service area;

– a pricing, stock, or system error occurs; or

– fulfillment becomes impossible due to circumstances beyond our control.

If an order is canceled after payment has been processed, a full refund will be issued promptly to the original payment method.

8. Refunds

In the rare cases where we authorize a return for a damaged, defective, or incorrect item, we will notify you after we receive and review the item.
If approved, your refund will be processed to the same payment method within 5–10 business days.
If more than 15 business days have passed since refund approval and you have not received your funds, please contact us.

Refunds only apply to cases where the product is damaged, defective, or not as described. We do not offer refunds for change of mind.

9. Governing Law

This Policy is governed by and interpreted in accordance with the laws of the United States and the Commonwealth of Massachusetts, without regard to conflict-of-law principles.

Any disputes arising from or related to this Policy or your use of our website shall be subject to the exclusive jurisdiction of the courts located in Massachusetts, USA.

10. Exchanges

We do not offer exchanges for any reason other than resolving a damaged, defective, or incorrect item. If your product is damaged, defective, or incorrect, we may send a replacement once your issue has been verified.

11. Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices, our business operations, or applicable laws and regulations.

Any updates will be posted on this page with a new “Effective Date.”

If the changes are significant, we may also provide an additional notice (for example, a website banner or email notification) so you can review the updates before they take effect.

Your continued use of the website after any changes have been posted will signify your acceptance of the revised Policy.

Material updates will also be reflected on our website under the same effective date. Your continued use of the Site after such changes constitutes acceptance of the revised Policy.

 12. Contact Us

If you have any questions or concerns about this Policy, please contact us through our Contact Form and a member of our team will respond as soon as possible. We typically respond within 1–2 business days.

13. Accessibility

If you have any accessibility issues viewing or understanding this policy, please contact us through our Contact Form and a member of our team will respond as soon as possible.