Returns & Refunds

At Tan's Toys, we want you to be completely delighted with your purchase. However, we understand that sometimes an item isn't quite right, or things happen during delivery.

Our policy is drafted in accordance with the Australian Consumer Law.

1. Change of Mind Returns

If you have ordered the wrong item or simply changed your mind, we are happy to offer a refund or exchange, provided the following conditions are met:

  • Timeframe: You must contact us within 7 days of receiving your order (or purchasing in-store).

  • Condition: The item must be in brand new, resalable condition. This means:

    • The packaging is unopened, undamaged, and free of any marks or stickers.

    • All seals are intact.

    • The item has not been used or played with.

  • Proof of Purchase: You must provide a valid receipt or order number.

Please Note:

  • Shipping Costs: For change-of-mind returns, the customer is responsible for return shipping costs. The original shipping fee (if applicable) is non-refundable.

  • Restocking: If an item is returned and found to be opened or packaging is damaged, we reserve the right to reject the return or charge a restocking fee to cover the loss of value.

2. Damaged or Faulty Items

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.

If your item arrives damaged or you believe it is faulty, please follow these steps:

  1. Do not use the item.

  2. Take photos/video clearly showing the fault or damage to the product and the shipping box.

  3. Contact us immediately (within 3 business days of delivery) at hello@tanstoys.com.au.

Assessment:

  • Minor Faults: If the product can be easily repaired or a spare part provided, we may opt to repair the item or send the missing part.

  • Major Faults: If the item has a major failure (unsafe, significantly different from description, or does not work), you are entitled to your choice of a refund or a replacement.

  • Return Shipping: If the item is confirmed to be faulty, Tan's Toys will cover the cost of the return shipping.

3. Manufacturing Faults & Missing Pieces

Occasionally, a sealed toy may have a missing piece or a manufacturing defect straight from the factory.

  • LEGO & Major Brands: For brands like LEGO, Playmobil, or major board game manufacturers, the fastest way to resolve a missing brick or part is often to contact the manufacturer's customer service directly, as they have specific "missing parts" programs.

  • However, if you prefer to handle this through us, please contact our team, and we will assist you in resolving the issue.

4. Exclusions

Please note that we cannot offer a Change of Mind return on the following items for hygiene and safety reasons, unless they are faulty:

  • Gift Cards (non-refundable).

  • Batteries (if opened).

  • Sale or Clearance items (unless stated otherwise).

5. How to Initiate a Return

To start a return, please do not send the item back without approval.

  1. Email us at hello@tanstoys.com.au with your Order Number and the reason for the return.

  2. If the item is damaged, please attach photos.

  3. Our team will review your request and provide you with a Return Authorization (RA) number and the return address.

  4. Pack the item securely (ideally in the original shipping box) to prevent damage during transit.

Tan's Toys is not responsible for items lost or damaged during return transit, so we recommend using a trackable shipping service.

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