Refund policy

Last updated: 26 October 2026

At OiToy, we want you and the little ones you're buying for to be happy with your order. This policy explains your rights and how returns and refunds work. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply in addition to our change of mind policy below, and they cannot be excluded or limited. There is no fixed time limit in this policy that restricts your ACL rights.

What is a major failure?

  • The product has a problem that would have stopped a reasonable person from buying it if they had known about it.
  • The product is significantly different from its description, sample or demonstration model.
  • The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time.
  • The product is unsafe.

For a major failure, you can choose a refund or a replacement. For a minor failure, we will repair or replace the product, or refund you, within a reasonable time.

Faulty, Damaged, Wrong or Not-As-Described Items

If you receive an item that is faulty, damaged, not what you ordered, or does not match the description on our website, we will put it right under the ACL at no cost to you. This applies whether or not the item has been opened.

To make a claim:

  • Email us at hello@oitoy.com.au as soon as possible, ideally within 7 days of delivery.
  • Include your order number and a short description of the problem.
  • Include photos of the item and its packaging.
  • We aim to reply within 1-2 business days.
  • If we need the item back, we will cover the return postage.
  • Depending on whether the problem is a major or minor failure, we will offer a refund, replacement or repair as set out above.

Damaged in transit

If your order arrives damaged:

  • Email us as soon as possible, ideally within 7 days of delivery, with your order number.
  • Include photos of the damaged item and the outer packaging.
  • Please keep the item and all packaging until we tell you what to do, as we may need it for a claim with Australia Post.
  • We will arrange a replacement or full refund at no cost to you.

Wrong item sent

If we sent you the wrong item, please email us with your order number and a photo. We will cover the cost of returning the incorrect item and send you the correct one, or give you a full refund if it is no longer available.

Change of Mind Returns

We offer a 30-day change of mind return period from the date of delivery. This is a voluntary policy offered in addition to your rights under the Australian Consumer Law.

Conditions for change of mind returns

  • Items must be unopened, unused and in their original packaging.
  • Items must be in resaleable condition.
  • You must email us within 30 days of delivery to start the return, before sending anything back.
  • You are responsible for the return postage.
  • There is no restocking fee.
  • The original shipping charge is not refunded for change of mind returns.

Items that cannot be returned for change of mind

  • Opened or used items.
  • Sale items marked as final sale.

These exclusions apply only to change of mind returns. Faulty, damaged, wrong or not-as-described items are always covered under the Australian Consumer Law, even if they have been opened or used.

How to Start a Return

  • Email us: send your order number, the items you want to return and the reason to hello@oitoy.com.au.
  • Get return instructions: we will reply with return instructions and the return address. We aim to reply within 1-2 business days.
  • Pack it securely: place the items in their original packaging, inside an outer box or satchel so the product packaging is not damaged, and include your order number.
  • Send it to us: post the return to the address in our reply.
  • Keep your tracking number: we recommend a tracked postage service, as we cannot refund a change of mind return that does not reach us.

Refund Processing

  • Inspection: we will inspect returned items within 3 business days of receiving them.
  • Notification: we will email you to confirm whether your return has been approved.
  • Refund method: approved refunds are issued to your original payment method.
  • Refund timeframe: refunds are processed within 5-10 business days of the return being approved. Your bank or payment provider may take extra time to show the credit.
  • Shipping: for change of mind returns, the original shipping charge and your return postage are not refunded. If the item is faulty, damaged, wrong or not as described, we refund or cover the shipping costs.
  • No restocking fee applies to any return.

Returns that do not meet the conditions

If a change of mind return arrives opened, used, damaged or without its original packaging, we may decline the return or offer a partial refund. We will contact you before deciding. This never applies to items that are faulty, damaged in transit, wrong or not as described.

Exchanges

We handle exchanges as a return plus a new order. Please return the original item under this policy and place a new order for the item you would like instead.

Contact Us

For any questions about returns or refunds:

  • Email: hello@oitoy.com.au
  • Business hours: Monday to Friday, 9am-5pm AEST/AEDT (excluding public holidays). We aim to reply within 1-2 business days.
  • Address: 70 Southbank Boulevard, Southbank VIC 3006, Australia

ABN: 74 855 440 553