Returns & Refunds 🔄
We want you to love every purchase. Here's our full return and refund policy.
At ToyTech, customer satisfaction is important to us. All products we sell are 100% genuine and sourced from official Australian distributors. Please read this policy carefully before requesting a return.
14-Day Return Window
All return requests must be lodged within 14 days of receiving your order. Returns requested outside this window will not be accepted, except where required under Australian Consumer Law. The 14-day window begins from the date of delivery as recorded by the carrier.
When We Accept Returns
✅ Damaged, Faulty or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, we will accept a return and offer a full refund or replacement at no cost to you — including return postage. Please contact us within 14 days of delivery and include:
- Your order number
- Clear photos showing the damage or fault
- A brief description of the issue
✅ Change of Mind — Unopened & Sealed Items
We accept change-of-mind returns on items that are completely unopened and in their original sealed condition. This means all original shrink wrap, seals and factory packaging must be fully intact and undamaged. Request must be made within 14 days of delivery.
Buyer Pays Return Postage — Change of Mind
If you are returning an item due to a change of mind, the buyer is fully responsible for all return postage costs. ToyTech does not provide prepaid return labels for change-of-mind returns. Please note:
- Return postage must be sent via a tracked service — we are not responsible for items lost in return transit
- The original shipping charge paid at checkout is non-refundable
- Refunds will be issued for the item price only, once received and inspected
- We recommend using Australia Post with signature on delivery for your protection
When We Cannot Accept Returns
✕ Opened or Used Items
We cannot accept returns on any item that has been opened, used, or had its seals broken. This applies to all products including Pokémon TCG booster packs, Elite Trainer Boxes, LEGO sets, Hot Wheels and all other items. Once opened, these cannot be resold as new.
✕ Returns Requested After 14 Days
Any return request made more than 14 days after the delivery date will not be accepted, except where the item has a major fault covered under Australian Consumer Law.
✕ Items Not in Original Condition
Items returned with missing accessories, damaged outer packaging (beyond transit damage), or any signs of use will not be accepted and will be returned to the sender at their cost.
⚠️ Pokémon TCG & Trading Cards — Important Note
Due to the nature of trading card products, we cannot accept returns based on card pulls, booster pack contents, or collector disappointment. All sealed TCG products are sold as-is. Please be sure before opening any sealed product.
How to Lodge a Return
- Contact us first — Submit your return request via our Contact Page within 14 days of delivery. Do not send items back without approval — unapproved returns will be returned to sender.
- Provide your details — Include your order number, reason for return, and clear photos if the item is damaged or faulty.
- Wait for approval — Our team will review and respond within 1–2 business days with a return authorisation and instructions.
- Pack it safely — Package the item securely in its original packaging. For change-of-mind returns, use a tracked postage service at your own cost and send to the address provided.
- Refund processed — Once we receive and inspect the item, your refund will be processed within 3–5 business days back to your original payment method.
Refund Timeframes
Once your return is received and approved, refunds are typically processed within 3–5 business days. Please allow additional time for your bank or payment provider to post the refund to your account — this can take up to 5 business days depending on your financial institution.
Afterpay refunds are processed back through Afterpay directly and your remaining instalments will be adjusted or cancelled accordingly.
Australian Consumer Law
Our return policy operates alongside your statutory rights under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a replacement or full refund. If a product fails to meet a consumer guarantee, you may also be entitled to have the goods repaired or replaced. Nothing in this policy limits your rights under Australian Consumer Law. If you believe your situation is covered under ACL, please contact us and we will assess it accordingly.
Have a question about a return? Get in touch — we're a small Aussie business and we'll always do our best to look after you. 🇦🇺