Returns

We understand that sometimes things may not go as planned, and we are here to make the returns process as smooth as possible. Below is our step-by-step guide on how to initiate returns for damaged, faulty items, or exchanges.

1. Contact Customer Service:

  • If you receive a damaged or faulty item or need to exchange a product, please contact our customer service team promptly.
  • You can reach us at admin@andystoybox.com.au or 1300 869 269.

2. Provide Necessary Information:

  • When contacting us, please provide your order number and a clear description of the issue.
  • For damaged or faulty items, attaching clear images or videos of the problem will expedite the assessment process.

3. Evaluation and Approval:

  • Our customer service team will evaluate your request and determine whether it qualifies for a return or exchange.
  • For damaged or faulty items, we may request additional information to assess the extent of the issue.

    4. Packaging Your Return:

    • Safely pack the item in its original packaging, including all accessories and documentation.

    5. Return Address:

    • Ship the return to the address provided by our customer service team. Alternatively, a specific return address may be provided by our team.
    • The return shipping cost in some circumstances are covered by the customer, this is up to the discretion of the customer service team and is dependant on the reason for a return.

    7. Tracking Your Return:

    • We recommend using a trackable shipping service for your return.
    • Keep a record of the tracking number for reference.

    8. Inspection and Processing:

    • Once we receive your return, our team will inspect the item to confirm its condition.
    • Approved refunds or exchanges will be processed within 10 business days.

    9. Communication:

    • We will keep you informed throughout the process via email.
    • If any issues arise during the evaluation, we will promptly communicate with you for resolution.

    10. Refund or Exchange:

    • For damaged or faulty items, approved refunds will include the original purchase price and the cost of return shipping.
    • Exchanges will be processed, and you will be notified once the replacement is on its way.

    Notes:

    • Please ensure that returns are initiated within 30 days of the purchase date.
    • Refunds will be issued to the original payment method.

    At Andy's Toybox, your satisfaction is our priority. If you have any questions or concerns during the returns process, our customer service team is here to assist you. Thank you for choosing Andy's Toybox!