Returns and Refunds Policy
Returns Due to Change of Mind
We want our customers to be delighted with their purchase, and so we offer returns due to change of mind or if you are not completely satisfied with your purchase. We will provide you with an exchange or full product refund less a 10% processing fee (see below) if:
- You have proof of purchase (Tax Invoice)
- You purchased the product in the last 30 days
- The item has not been used, is undamaged and is still in its original, saleable, ‘as new’ condition with all packaging, stickers and tags still intact.
- The item was not on sale or a clearance stock item (see below)
We will offer you a full product refund back to how the purchase was made eg Paypal, credit card, AfterPay upon receipt of the returned goods, less a 10% processing fee. We will not refund the original or return postage costs.
If you change your mind after placing an order you can still cancel it provided it has not already shipped, however, you will be charged the 10% processing fee (see below). Please make contact ASAP as shipping can sometimes occur within hours of it being placed.
Orders placed but not yet shipped can be cancelled in their entirety but will attract a 10% processing fee. This figure is calculated on the total transaction amount (goods + any shipping charges). Payment processing providers no longer refund merchant fees once a transaction has been approved and we cannot carry these costs. This amount will be calculated and subtracted from your refund.
Return to Sender Charge
If you fail to collect your item on time, and the goods are returned to us automatically by the Post Office or courier company, you will be able to obtain a refund for the item. Outgoing shipping charges are not refunded. A return postage fee of $10 that is charged to us will also be deducted from the amount.
Sale and Clearance Stock
We cannot offer returns or exchanges on sale or clearance items for change of mind. However, under Australian Consumer Law we will offer you a refund or exchange if these items are deemed faulty (see warranty claims).
We make every reasonable effort to carefully check all items where possible prior to dispatch and cannot take responsibility for orders damaged in transit. If you happen to receive an item that has been damaged, please contact us without hesitation and certainly within 48 hours and we will endeavour to rectify the issue with the carrier. Replacement of damaged items is subject to availability and is made at the discretion of Village Toys.
Fortunately lost orders are considered a rare occurrence but can happen. We cannot be held responsible for goods not received. However please contact us if you are concerned about the whereabouts of your parcel. If the carrier has determined it to be lost in transit, a replacement is made at the discretion of Village Toys.
Returns Due to Faulty Goods and Warranty Claims
We take care to check all items prior to dispatch where possible. However, if you happen to receive a faulty item, please contact us as soon as possible by calling (02) 4234 3960 or emailing us directly on firstname.lastname@example.org
You may be asked to supply us with photographic evidence of the damage or fault and a copy of your proof of purchase. If a product is deemed to be faulty, we will either have the item replaced (subject to stock being available) or you will be given a full refund or store credit.
If we request that the item needs to be returned to us, we will give you instructions to ensure it is returned in good condition. The return postage costs for any faulty item will also be refunded.
We suggest you return goods to us by registered mail as we cannot be held responsible for items going astray. Items need to be re-packaged in a way that will ensure they are not damaged in transit. Remember that shipping costs are payable by you and will not be refunded unless the items are deemed to be faulty. If you wish to discuss the matter further or have questions regarding returns please don't hesitate to call us on (02) 4234 3960 or email email@example.com
All returns are credited back in the same way in which the original purchase was made. eg. If the purchase was made by credit card then the refund will be processed back to your credit card.