Returns & Refunds

Last updated: 1 January 2026

Our Promise

At PlayJoy we stand behind every product on our shelves. If something isn't quite right, we want to make it easy to sort out. This policy outlines how returns, refunds, and exchanges work so there are no surprises.

Eligibility for Returns

You may return most items purchased from PlayJoy within 30 days of the original purchase date, provided the following conditions are met:

• The item is unused, unassembled, and in the same condition you received it.
• The item is in its original, undamaged packaging with all tags and accessories included.
• You can provide proof of purchase — a receipt, order confirmation email, or bank statement is sufficient.

Non-Returnable Items

Certain products cannot be returned for a change-of-mind refund. These include:

• Items purchased during a clearance or sale event (marked "Final Sale" at point of purchase).
• Gift cards and store credit vouchers.
• Personalised or custom-made items, such as engraved wooden toys or name puzzles.
• Hygiene-sensitive products that have been opened, including teethers and bath toys.

How to Return an Item

1. Contact us first. Email [email protected] or call (02) 5765 4321 with your order number and a brief description of why you'd like to return the item. We'll confirm eligibility and provide a return reference number.
2. Pack the item securely. Use the original packaging where possible and include the return reference number inside the parcel.
3. Ship or drop off. You can post the item to our store address or drop it off in person during opening hours. Return shipping costs are the customer's responsibility for change-of-mind returns.

Refund Process

Once we receive and inspect the returned item, we will notify you by email. Approved refunds are processed to the original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional cycle for the credit to appear on your statement.

If the return is not approved — for example, because the item shows signs of use — we will contact you to discuss the next steps and, where agreed, return the item to you at your cost.

Exchanges

We are happy to exchange an eligible item for a different size, colour, or product of equal value. If you'd like to exchange for a higher-priced item, we'll charge the difference. For lower-priced items, we'll refund the balance. To arrange an exchange, follow the same process outlined above and let us know what you'd prefer instead.

Faulty Products

If you receive a product that is faulty, damaged, or significantly different from its description, you are entitled to a remedy under the Australian Consumer Law. In these cases:

• We will cover return shipping costs.
• You may choose a full refund, replacement, or repair depending on the nature of the fault.
• There is no fixed time limit — your rights apply for a reasonable period based on the type and cost of the product.

Nothing in this policy limits or overrides the consumer guarantees provided under the Competition and Consumer Act 2010 (Cth).

Contact Us

If you have any questions about this policy or need help with a return, don't hesitate to reach out:

PlayJoy Toy Emporium Pty Ltd
15 Maple Lane, Weston Creek, ACT 2611, Australia
Phone: (02) 5765 4321
Email: [email protected]