Refund policy

We have 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 sealed packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@toyempire.com.au. If your return is accepted, we will send you 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 info@toyempire.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. The return shipping cost will not be refunded for a change of mind. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Pre-Order Refunds

Thank you for pre-ordering with Toy Empire. Pre-ordering ensures you secure high-demand items; however, because we commit to stock and incur administrative costs when an order is placed, the following policy applies:

1. Cancellations Prior to Shipment
   You may request a cancellation of your pre-order at any time before the item has been dispatched.
   Standard Cancellation Fee: All change-of-mind cancellations are subject to a 10% cancellation fee.
   Purpose of Fee: This fee covers non-refundable merchant transaction fees (e.g. Shopify, PayPal, or Afterpay fees) and administrative costs/processing time.
   Refund Method: The remaining balance (Total Price minus the Cancellation Fee) will be returned to your original payment method within 10 business days.
2. Exceptions to the Cancellation Fee
   The cancellation fee will be waived, and a 100% refund will be issued if:
   Delayed Release: The manufacturer delays the release date by more than 30 days from the original ETA.
   Unavailability: We are unable to fulfill your order due to stock shortages or supplier cancellation.
   Consumer Rights: The request falls under a "Major Failure" as defined by the Australian Consumer Law (e.g., the product is no longer fit for its advertised purpose).
3. Change of Mind After Shipment
   Once the item has been dispatched, the pre-order cancellation policy no longer applies. Our standard Returns Policy will take effect:
   The item must be returned unopened and in original packaging.
   The customer is responsible for return shipping costs.
   The original 10% cancellation/restocking fee will still apply to the refund total.