Refund policy
**Returns & Refunds Policy** (Last updated: June 2026)
At K’s Toys Store (https://kstoysstore.com), we are committed to providing high-quality diecast toy cars, including Mattel Disney Pixar Cars characters, and excellent customer service. This Returns & Refunds Policy applies to all purchases made through our Shopify website and forms part of our Terms and Conditions for Sale of Goods. Please read it carefully before completing your purchase. This policy is governed by Australian Consumer Law (ACL), and nothing in it excludes or limits your rights under the ACL.
### Order Cancellations
You may cancel your order only before it has been processed and shipped. Once the order leaves our premises and is handed over to Australia Post or another carrier, it cannot be cancelled. To request cancellation, contact us immediately via email with your order number. We will assess the request and notify you of approval or rejection. If approved prior to shipping, we will process a full refund to your original payment method, which may take 5–10 business days depending on your payment provider.
### Change of Mind Returns
K’s Toys Store does not accept returns, exchanges, or refunds for change of mind. This includes, but is not limited to: ordering the wrong item, no longer wanting the item, purchasing the item elsewhere, deciding you no longer need the product, or incorrect selection of colour, style, size, or variation.
Please review your order details, including product descriptions, specifications, and images, carefully before completing your purchase. We encourage you to contact us with any questions prior to ordering.
**Exceptions / Non-Returnable Items**
Certain types of items cannot be returned. If you open the package and play with the item, there will be no return or refund given. If a return is made and we find the item that comes back is damaged or not the original item, the refund will be cancelled. Please get in touch if you have questions or concerns about your specific item.
### European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with backing cards intact, and in its original packaging. You will also need the receipt or proof of purchase.
### Faulty, Damaged, or Incorrect Items
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for faulty (manufacturing defect), damaged during transit, or incorrect items. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
To support your claim, provide the following:
- Your order number.
- A detailed description of the issue.
- Clear photographs and, preferably, a video of the item, original packaging, and any damage (where applicable). This will allow us to identify any errors due to shipping carriers.
We will assess your claim promptly in accordance with Australian Consumer Law. Remedies may include repair, replacement, refund, or another suitable resolution, depending on the nature of the failure.
**Important conditions for returns and refunds:**
- To be eligible for a return, your item must be in the same condition that you received it (except for the reported fault), unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
- Approved returns must be in their original packaging and in a sellable condition (except for the reported fault) to the extent reasonably possible.
- To start a return, contact us at kstoysstore@gmail.com. Please note that returns will need to be sent to the provided address once you have emailed us. Items sent back to us without first requesting a return will not be accepted.
- We will provide specific return instructions upon approval of your claim. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
- Once the item(s) have been returned to us and inspected, if the claim is accepted, we will process a refund for the cost of the item(s) only. Original shipping fees and other costs are generally non-refundable, except where required under Australian Consumer Law.
- If we arrange or cover return shipping on your behalf, these costs will be deducted from any refund.
- Return shipping costs are the customer's responsibility for change-of-mind or non-ACL claims. For approved ACL claims or EU cooling-off returns, reasonable return postage may be reimbursed as required by law.
- No refund will be issued if the item(s) are not returned to us. If returned items are lost in transit back to us, or not received, no refund will be processed until proof of delivery or further verification is provided.
- Refund requests received after the 30-day period (or 14-day period for EU customers) will generally be denied, except where a longer period is required under Australian Consumer Law or other applicable laws. Failure to contact us within the specified timeframe regarding any issue with your order may result in the denial of any subsequent refund or remedy request.
For international customers (outside Australia), return shipping, customs duties, taxes, and related costs are generally your responsibility unless otherwise mandated by Australian Consumer Law or the laws of your country. We recommend using a trackable shipping method for returns.
### Shipping and Transit Responsibility
Once your order has been processed and handed over to Australia Post or our nominated carrier, responsibility for the parcel transfers to the carrier. We take all reasonable measures to ensure orders are packaged securely and dispatched correctly. We are not liable for loss, damage, or delays that occur after the item leaves our premises, except as required under Australian Consumer Law for Australian deliveries. For international shipments, additional carrier terms apply.
If an item is lost or significantly delayed in outbound transit, contact us with your order details. We will investigate with the carrier and, where appropriate under ACL, offer a replacement or refund.
### Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the 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.
For full details on your rights, visit the Australian Competition and Consumer Commission (ACCC) website.
### Refunds Process
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
- Refunds are issued to the original payment method.
- If more than 15 business days have passed since we have approved your return, please contact us at kstoysstore@gmail.com.
- We reserve the right to inspect returned items before issuing refunds.
- Partial refunds may apply where only some items in an order qualify.
### Contact Us
If you have any questions about this policy or need assistance with an order, faulty item, or claim, please email our customer service team at kstoysstore@gmail.com, quoting your order number. We aim to respond within 1–2 business days.
You can always contact us for any return question at kstoysstore@gmail.com.
This policy was last updated in June 2026. We may update it from time to time, and the version on our website will apply.
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