Refund policy

30-Day Change-of-Mind Returns

We accept change-of-mind return requests within 30 days of delivery.

To be eligible for a change-of-mind return, the product must be:

  • Unused and in its original condition

  • Unopened where applicable

  • In its original packaging

  • Complete with all tags, accessories, manuals and parts

  • Suitable for resale

An order number or other proof of purchase is required.

Please email hello@toycentral.com.au before returning a product. We will provide our Brisbane warehouse return address and return instructions.

Products returned without contacting us first may not be accepted as change-of-mind returns.

For approved change-of-mind returns:

  • The customer is responsible for return postage.

  • Original delivery, express and upgraded shipping charges are non-refundable.

  • We recommend using a tracked postage service.

We do not accept change-of-mind returns for:

  • Gift cards

  • Sale, clearance or final-sale products

  • Personalised or custom-made products

  • Special-order products ordered specifically for a customer

  • Opened blind-box, mystery or random-assortment products

  • Sealed products after the seal has been broken

  • Products that have been used, assembled, altered or damaged

  • Products with missing packaging, parts or accessories

  • Damaged-packaging products where the packaging condition was disclosed before purchase

These exclusions apply only to change-of-mind returns and do not limit your rights under the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

Please contact us as soon as possible if a product is:

  • Faulty or not working correctly

  • Damaged during delivery

  • Missing parts or accessories

  • Unsafe

  • Incorrectly supplied

  • Significantly different from its description

Please provide your order number, a clear description of the issue, and clear photos or videos where appropriate.

For battery-operated products, we may ask you to confirm that suitable new batteries have been installed correctly and that the operating instructions have been followed.

Photos and videos may assist with our initial assessment. We may also require the product to be returned for inspection and testing before providing a remedy.

The remedy available will depend on the nature of the problem and your rights under the Australian Consumer Law. For a major failure, you may be entitled to choose a refund or replacement. For a minor failure, we may provide a repair within a reasonable time.

Where the product is confirmed to have a problem covered by the Australian Consumer Law, we will provide the applicable remedy and cover reasonable return postage costs and applicable delivery charges where required.

A repair, replacement or refund may not be available if the problem was caused by misuse, accidental damage, incorrect assembly, unsuitable batteries, unauthorised modification or failure to follow the product instructions.

Faulty products do not need to be returned in their original packaging. However, they should be packaged safely for return wherever possible.

Damaged Packaging Products

Products marked as Damaged Packaging, Box Damage, Packaging Damage or similar are sold at a reduced price because their retail packaging is damaged or imperfect.

The actual packaging condition will be described and shown in the product photos before purchase. Any known damage, missing parts or other issues affecting the product itself will be disclosed separately.

These products may not be suitable for customers who require mint, display-quality or collector-grade packaging.

Damaged-packaging products are not eligible for returns, exchanges or refunds because of:

  • Packaging damage disclosed before purchase

  • Change of mind

  • Collector or display-box condition preferences

Please review all product photos and condition information carefully before ordering.

This does not affect your rights if the product itself is faulty, unsafe, incomplete, incorrectly supplied or significantly different from the condition shown and described.

Returned and Unclaimed Parcels

Customers are responsible for providing a complete and accurate delivery address and for collecting their parcel within the timeframe specified by the delivery carrier.

If a parcel is returned to us because of an incorrect or incomplete address, failure to collect, refusal of delivery or another delivery issue outside our control, we will make reasonable attempts to contact the customer using the details provided with the order.

If the customer requests redelivery, they will be responsible for:

  • Any return-to-sender or return freight fee charged to us by the delivery carrier

  • The new delivery charge

The original delivery charge is non-refundable when a parcel is returned for reasons outside our control.

If the customer does not respond within 180 days of our first contact attempt, we may send a final notice to the email address provided with the order.

If the customer still does not respond, we may, subject to applicable law, cancel the order and return the products to available stock.

Any refundable balance will be calculated from the product price, less:

  • Any return-to-sender or return freight fee actually charged by the delivery carrier

  • Any other actual and reasonable carrier costs directly resulting from the returned parcel

The original delivery charge will not be refunded. Only actual and reasonable carrier charges will be deducted.

We will attempt to return any refundable balance to the original payment method. If this is not possible, the remaining amount will be recorded, held and managed in accordance with applicable Australian laws.

If the parcel was returned because of an error made by us, we will arrange redelivery or provide an appropriate refund at no additional cost to the customer.

Exchanges

For a change-of-mind exchange, please return the original product and place a separate order after the return has been approved.

The customer is responsible for:

  • Return postage

  • Delivery charges for the new order

  • Any difference in price

If the product is faulty, damaged or incorrectly supplied, please contact us before placing another order.

Refunds

We will notify you after receiving and inspecting your return and advise whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days. Your bank, credit card provider or payment provider may require additional time to process and display the refund.

For change-of-mind returns:

  • Original delivery charges are non-refundable.

  • Express or upgraded delivery charges are non-refundable.

  • Return postage costs are non-refundable.

Where required under the Australian Consumer Law, applicable delivery charges and reasonable return postage costs will also be refunded.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact hello@toycentral.com.au.

Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any consumer rights or guarantees that cannot legally be excluded, restricted or modified.

Contact Us

For return, exchange or refund enquiries, please email:

hello@toycentral.com.au

Please include your order number and any relevant photos or videos to help us assess your request.