RETURNING OR EXCHANGING A PRODUCT
At Fairtoys, we are dedicated to ensuring you and your loved ones are delighted with every purchase. We understand that sometimes things don’t go as planned, and we are here to help with our easy and straightforward returns and exchanges policy.
RETURN CRITERIA
- The item is returned within 14 days of purchase.
- You provide the corresponding Fairtoys 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, i.e., unworn, unopened, unused, and in original condition.
CHANGE OF MIND RETURNS
If you wish to return an item because you have changed your mind, Fairtoys will offer you an exchange or a digital gift voucher of the same value, provided the return criteria are 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 the customer’s expense.
EXCHANGE
We accept change of mind items and will offer an exchange on any product or a store credit upon return of the item. The item must be unopened and unused in its original packaging, and the product must be returned within 14 days of receipt of your delivery or purchase. Please return the item together with your original invoice which came with the parcel. Please write down your return reason. If you’re looking to exchange for something else, we will dispatch and provide you a new tracking number as soon as we receive your returned parcel (additional postage may accrue).
If you accidentally returned an item which was not purchased from us, you will be responsible to post it back to you.
Please contact customer service for a Return Authorisation Code before posting a return at support@fairtoys.com.
Large items, except in relation to incorrectly supplied goods or faulty where your statutory rights are unaffected, may not be able to be returned if they are unwanted. Please contact customer service to discuss.
INCORRECT PRODUCT DELIVERED FOR PURCHASES MADE ONLINE
Fairtoys will exchange any incorrect item delivered from a purchase made online, as long as the return criteria are 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 Fairtoys’ 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.
Online store contact: support@fairtoys.com
- 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 Fairtoys is covering the cost of sending the item back to the online store, the initial cost is to be covered by the customer. Once the return is processed, Fairtoys 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 at:
- Email: support@fairtoys.com
FAULTY OR DAMAGED PRODUCT
We aim to be faultless and will check every order before it is sent to you. But if we made a mistake or damage occurs during transit, please contact us as soon as you can and we will endeavor to arrange for an exchange of product or refund.
Fairtoys 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.
Fairtoys 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.
- The product does not match the sample or our description.
- You produce your original Fairtoys invoice at the time you return 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.
NON-RETURNABLE ITEMS:
Certain items are not eligible for return, including:
- Gift cards
- Sale items (if applicable)
- Personalized or custom-made products
WARRANTY
Our products come with a 12-month warranty guarantee, valid within Australia. This warranty is specifically for the replacement or repair of any product that exhibits manufacturing or material defects, excluding issues arising from normal wear and tear, damages caused by the user, or inherent characteristics of the materials used. Please be aware that any modifications made to the equipment will void this warranty.
