SHOP PLAY
Returns & Exchanges
RETURNING OR EXCHANGING A PRODUCT:
Tolly Toys understands that the perfect gift in your eyes is not always the perfect gift in theirs! To ensure the speedy resolution of your return or exchange, please refer to the below guide to returning or exchanging items at Tolly Toys.
RETURN CRITERIA
- you return the item within 14 days of purchase
- you provide the corresponding Tolly Toys invoice from the time of purchase
- the item is in its original packaging, including all accessories and instruction manuals
- the item is in saleable condition ie unworn, unopened, unused and in original condition
CHANGE OF MIND RETURNS FOR PURCHASES MADE ONLINE
Tolly Toys will offer you an exchange or a digital gift voucher of the same value of the goods returned for purchases made online if you have changed your mind. This only applies if the return criteria is met (see above for return criteria).
Please note: the cost of freight to return the item to the online store and to resend the replacement item is at the customer’s expense.
INCORRECT PRODUCT DELIVERED FOR PURCHASES MADE ONLINE
Tolly Toys will exchange any incorrect item delivered from a purchase made online, so long as the return criteria is met (see above for return criteria).
All online purchase returns must be transacted through the online store.
Please note: the cost of freight to return the item to the online store and to resend the replacement item is at Tolly Toys expense
RETURNS PROCESS
- Ensure the items being returned comply with the return criteria stated above
- Locate your receipt. You will need information from the receipt to proceed
- Contact the online store Customer Service Team to discuss your return. This will ensure fast and efficient processing of your return
- Suitably pack items for transport, ensuring all items and paperwork are included, and the box is clearly addressed. Note that any damage in transit caused by inadequate packing will be at the cost of the customer
- Post items to be returned
- If Tolly Toys is covering the cost of sending the item back to the on-line store, the initial cost is to be covered by the customer. Once the return is processed, Tolly Toys will refund the cost of sending the item back to the online store, via the original method of payment, plus provide free delivery of the replacement item
CUSTOMER SERVICE TEAM CONTACT DETAILS
The online store Customer Service Team can be contacted on:
Online enquiries: (03) 5623 2215
Any abusive, aggressive or disrespectful behaviour towards our team will not be tolerated. Our staff are here to help you, not to hurt you, so please be kind while we work together to come to a fair and just resolution in accordance with ACCC guidelines.
FAULTY ITEMS
Tolly Toys will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Protection/ACCC for any faulty items. For more information please visit, accc.gov.au/consumers.
Tolly Toys will accept product returns and provide you with an exchange, credit note, refund or repair where:
Tolly Toys will meet our obligations in accordance with your rights as a customer under the Consumer Guarantees Protection/ACCC for any faulty items. For more information please visit, accc.gov.au/consumers.
Tolly Toys will accept product returns and provide you with an exchange, credit note, refund or repair where:
- The product is not of acceptable quality in accordance with the Consumer Guarantees Act
- The product is not fit for its intended purpose, or
- The product does not match the sample or our description; and
- You produce your original Tolly Toys invoice at the time you returned the item
For items ordered through the online store that are faulty, contact our online store Customer Service Team to arrange an exchange or full refund (see above for online store Customer Service Team contact details).
We will refund to your original method of payment.