Terms of service

Who you are dealing with

This site is operated by Khilona Toys (Pvt) Ltd, based in Lahore, Pakistan. In these terms “we” and “us” mean Khilona Toys (Pvt) Ltd, and “you” means the person placing the order. Our address and contact details are on the contact page.

You need to be 18 or over to place an order. We sell toys for children; we sell them to adults.

When an order becomes an order

Adding a toy to your basket is not an order, and placing an order is not yet a contract. When you press Place order you are making an offer to buy at the price shown. We accept it when we confirm the order with you — on WhatsApp, or by phone for larger orders.

That gap is deliberate and it protects both of us. It is where we catch a toy that sold out a minute earlier, an address the courier cannot reach, and a price that was displayed wrongly. If we cannot accept an order, we tell you why and you pay nothing.

Orders over Rs. 1,000 are confirmed by a call or a WhatsApp message before we dispatch. Nothing large ships on silence.

Prices, and what happens when one is wrong

All prices are in Pakistani Rupees (PKR) and include any applicable tax. The price you pay is the one shown on the checkout page at the moment you place the order, including delivery, and it does not change afterwards.

We work the total out on our own servers rather than in your browser, which means the figure you see is the figure we charge. Discounts apply in a fixed order: an automatic multi-buy saving first, then any promo code, each applied to what the previous one left. Two percentages never compound on the same rupees.

Occasionally a price is wrong — a typo, or a supplier change we have not caught. Where that happens we will contact you before dispatch with the correct price and you can confirm or cancel. We will not simply charge you more, and we will not quietly ship at a price you did not agree to.

Stock

Stock counts on the site are real, not decoration, but two people can want the last one at the same time. Stock is committed at the moment an order is placed, so the first order through gets it. If we cannot fulfil something you ordered, we will offer you an alternative, a partial dispatch, or a cancellation — your choice.

Paying

Cash on Delivery is the standard method: you pay the courier when the parcel arrives. A Rs. 10 handling fee applies and is shown at checkout. Card and mobile-wallet payments are not available yet; when they are, these terms will be updated before they are switched on.

You may open the parcel and check the contents before paying. If it is the wrong item or it is damaged, refuse it — you pay nothing and it returns to us.

Repeatedly refusing delivered orders without reason is the one thing that will get an address or a number declined for Cash on Delivery in future. Every refused parcel costs a real courier fee, and that cost otherwise lands on everybody else’s prices.

Delivery

Delivery times and charges are on the delivery page, by zone. They are working-day estimates rather than guarantees: we can promise when we hand a parcel to the courier, and we cannot promise what happens to it in a flood, a strike or a public holiday. Where something is genuinely late we will chase it and keep you informed.

Delivery is free on orders over Rs. 2,000. Please give us a number that will be answered — almost every failed delivery in this country is an unanswered phone rather than a wrong address.

Cancelling and returning

You can cancel any order at no cost before it is dispatched — message us and it is done. After it arrives you have 7 days to return it under the returns policy, which forms part of these terms.

We may cancel an order before dispatch if the item is unavailable, the price was wrong, the address is outside our delivery area, or the order looks fraudulent. You pay nothing, and we will tell you which of those it was.

Toy safety and how you use what we sell

Age ranges on our product pages are our own assessment, and where we disagree with the manufacturer’s box we say so on the page. They are guidance about suitability and interest, not a substitute for supervision — small parts, batteries and cords need an adult’s judgement about the particular child.

Please read the safety notes on the product page, and keep packaging away from small children. Where a toy carries a manufacturer’s warning, that warning applies.

Our responsibility, and its limits

If we sell you something faulty, wrong, or not as described, we will put it right — a replacement, or your money back, including the delivery charge. That is not limited by anything below, and nothing here affects your rights under Pakistani consumer law.

Beyond that, our liability for any order is limited to what you paid for it. We are not liable for indirect losses — a present arriving after a birthday, for instance — which is why we quote honest delivery ranges rather than optimistic ones, and why we recommend ordering a few days ahead of an occasion that matters.

The site itself

The product descriptions, photographs, guides and design on this site are ours, and we wrote them rather than copying them. Please do not republish them as your own. You are very welcome to link to us, quote a line with credit, or share a product page anywhere you like.

Reviews, questions and photos you send us stay yours; by sending them you let us publish them on the site and in our own marketing, with your first name and city as they appear on the review. Ask us to take yours down and we will.

Do not use the site to defraud us or anybody else, to scrape it at a volume that degrades it for other customers, or to submit content that is unlawful. We may decline service where that happens.

Changes, and which law applies

These terms may change. The version that applies to your order is the one published when you placed it, and the date at the top of this page says when it last changed.

They are governed by the laws of Pakistan, and the courts of Lahore have jurisdiction over any dispute. Before it gets that far, please message us on +92 333 600 6563 — nearly everything is a misunderstanding that somebody can fix in an afternoon.