Refund Policy

Effective Date: 11/14/2025
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.

1. Orders processing and fulfillment

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

Purchases completed through our Square Online Store are securely processed by Square or its approved payment partners. Square encrypts and transmits your payment information in accordance with its own security and PCI compliance standards.

While Square manages 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.

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 considered final; however, we understand that issues can occasionally arise.

If your order arrives damaged, defective, or is lost in transit, please contact us within 14 days of delivery (or 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 applicable, we may request supporting documentation (such as a photo of the damaged product or packaging) to help us verify the issue.

  • Once we have reviewed your claim, we will, at our discretion:
  • Send a replacement at no additional cost, or
  • Issue a refund to your original payment method.

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.

The item must be returned in its original packaging, including all components and inserts. Returns that do not meet these conditions will not be accepted.

Refunds processed through Square may appear on your bank or card statement as “Square” or “SQ *BRAINSTOY LLC” depending on your payment provider.

Important Notice on Refundable Amounts

Transaction or payment-processing fees retained by the platform (e.g., Shopify) and original shipping charges are not refundable, as these amounts are not returned to BRAINSTOY LLC when a refund is processed. These fees will only be refunded 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.

4. Unauthorized Returns

Returns sent to our mailing address without prior authorization will not be processed or refunded.

Such items may be disposed of or donated to charity at BRAINSTOY LLC’s discretion.

Please contact us through our Contact Form.

Do not ship any product back without prior authorization. Items sent without authorization will not be processed or refunded.

5. Non-Returnable or Ineligible Items

We cannot accept returns or issue refunds for:

  • Normal wear or minor cosmetic imperfections after use
  • Purchases older than 30 days
  • 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. Return Shipping

Unless otherwise specified, customers are responsible for the cost of return shipping.

If the return is due to an error on our part—such as a defective product, incorrect item, or shipping mistake—BRAINSTOY LLC may provide a prepaid return label or reimburse reasonable return-shipping costs once the return has been approved and the product received.

Returns for any other reason must be shipped at the customer’s expense using a trackable delivery service.

If a return is approved, BRAINSTOY LLC will:

  • Send a replacement for the product (excluding original shipping charges), or
  • Issue a refund for the product price (excluding original shipping charges and any transaction or payment-processing fees) and applicable taxes, if required by law, to your original payment method once the returned item has been received and inspected.
  • Original shipping costs and any non-refundable payment processing fees are not included in the refund.

Please do not ship any product back without prior authorization. Unauthorized or unapproved returns will not be processed or refunded and may be disposed of or donated to charity at BRAINSTOY LLC’s discretion.

7. 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.

We will refund undelivered items only if returned to us by the carrier and in sellable condition.

If an undelivered package is returned to us in sellable condition, we may issue a refund for the product price (excluding shipping and payment fees).

8. 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.

9. Refunds

Once your authorized return is received and inspected, we will notify you of approval or denial.
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.

10. 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.

11. Exchanges

We do not process traditional exchanges.
If your product is defective or incorrect, please contact us to request a replacement authorization.
Do not place a second order until your issue has been reviewed and approved.

Replacements are processed as new shipments once approved.

12. 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.

13. 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.

14. 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.