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Return Policy

Warranty & Return

ToyDirect generally offers a 12-month warranty on all products, unless stated otherwise. Some products will be provided with an extended warranty for your peace of mind. Apparel products ( Baby/kids shoes,cloth... ) and Electronics products ( Battery operated toys ) come with a 3-month warranty. Please refer to the product listing for the warranty period.

We offers a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@toydirect.com.au. If your return is accepted, we’ll notice you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@toydirect.com.au.

Note:

-The items must be returned within 30 days of purchase, must be unworn and unused with the original tags still attached.

- If you would like to return your purchase because of sizes or simply change your mind, the return postage will be at your cost while we cover the second delivery if the exchange is needed.

-If we sent you a faulty or wrong item, we will provide you a return label to send it back.

- Please make sure you include a note in the return parcel with your order number, name, request and delivery address.

 

Warranty Claims:

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:

  • Order Number
  • Manual with missing parts indicated (if applicable)
  • Images/Video clearly showing fault (if applicable)
  • Images/Video clearly showing goods in the original packaging (if applicable)
  • Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.
  • Please do not ask customers to dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.

 

Faulty or Damaged in Transit Products:

  • Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what the customer would prefer in the way of compensation or replacement parts/product.
  • We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product.
  • Please do not ask customers to return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by the customer for return postage will not be refunded if a return label has been provided.

 

Missing or Damaged Parts under 12-month warranty:

  • If a single part is missing or damaged, customer will be asked to specify using the instruction manual of what part they are missing or is damaged and the quantity needed. Where possible, we will ask the customer to mark the part in the manual and send us pictures of it.
  • Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
  • Dispatch of spare parts from our warehouse can take up to 2 working days.
  • If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law

 

Delivery Delays:

For any delivery delays please note that we always need to lodge an enquiry with our courier partner for investigation which can take up to 2 working days. If there is no update in 2 working days we will provide a resolution inform of a replacement or a refund. For delivery time frame please visit the link below –

https://toydirect.com.au/shipping-information

NOTE: Due to ongoing COVID restrictions being placed in different states and natural disasters from time to time, delivery time frames can be affected and your patience in these cases is appreciated.

 

Returns and Refund Procedure:

Refund will be back at the original way. Paid by PayPal- refund back to PayPal; paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.

NOTE: We cannot refund to a different PayPal account or Credit card.

 

Change of Mind:

  • We do not accept change of mind for health, safety, or health/safety baby-related products because we have a legal duty of the Health and Safety of the customers using our products and we are not allowed to be selling products that have been opened/handled/used, etc.
  • We only accept change of mind within 30 days after the item is delivered. Customer MUST notify us through email within these 30 days if not through email can be rejected. Please contact us at hello@toydirect.com.au 
  • Please send an email including pictures or video of the condition of the product received and an explanation on why they would like to return the product and if the item is eligible for return.
  • For COM product must be unopened and in its original packaging.
  • Please do not return the product to us without our prior consultation – credit will not be given in this case.
  • We prefer that returns due to a change of mind are done so at the customer's arrangement.
  • If the return label provided to you, we will refund the total order amount MINUS initial postage, return postage, and restocking fee of 15%
  • If the return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
  • If the customers change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
  • All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed

Recalls:

  •  In the event of a recall, we will advise of the procedure.