Refunds, Returns and Cancellation Policy
Refunds and Returns
It is good news for our customers. Because we are an Australian business you are protected by an excellent “consumer guarantee” under Australian Consumer Law, even when the product is on sale or discounted.
Our aim is to meet and exceed the Australian Consumer Law requirements. Please contact us before you return an item, so we can authorise and track the return at orders@toystation.com.au
The Australian Consumer Law requirements have been nicely summarised by the ACCC:
“We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t easily be fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep proof if purchase – e.g. your receipt.
ACCC Infocentre 1300 302 502, www.accc.gov.au "
Source: http://www.consumerlaw.gov.au/content/acl_resources/downloads/acl_refund_returns_sign.pdf
How we go beyond the requirements of Australian Consumer Law:
- If you do change your mind
if you return it to us unopened within one week of receiving the product from us, we will refund you the full purchase price once received by us, excluding postage. Please contact us first so we can authorise the return, at orders@toystation.com.au
- If you order the wrong product
if you return it to us unopened within one week of receiving the product from us, we will refund you the full purchase price once received by us, excluding postage. Please contact us first so we can authorise the return, at orders@toystation.com.au
Our Return Address
All returns should include the Return Authorisation number available for orders@toystation.com.au and be sent to
Toystation Online
PO Box 221
NUNAWADING, Vic 3131
Answers to some questions you might have regarding a return and refund under Australian Consumer Law -
Original packaging:
If there was a problem with the product the return does not have to be in its original packaging, although that is always helpful.
Postage refunds:
On a return where there has been a problem we will refund you reasonable cost of return postage on the item, once the item has been returned. Please contact us first so we can authorise the return, at orders@toystation.com.au
Problem with the replacement:
Although we have not experienced this issue, if there was a problem with a replacement product following a return, you have all the same rights as with the original product.
Return product to manufacturer for repairs:
It is our responsibility to return products to the manufacturer for repair is that is required or possible. You do not have to send items back to the manufacturer.
Consumer Affairs Victoria have an excellent website covering many aspects of “Buying from an Australian Business Online"
Cancellations
As we try to ship orders to you quickly in most cases a cancellation will not work. However if you contact us before we have physically packed and shipped the goods we provide a full refund, otherwise our returns policy above applies.