🔄 Exchange and Refund Policy

At TokyoTrends, we want you to be thrilled with your new collection. Our policy is designed to be fair while ensuring the integrity of our collectible products, particularly blind boxes and limited-edition figures.

1. Change of Mind Policy

We offer exchanges or store credit within 30 days of purchase, provided that:

  • Condition: The item is in its original, unopened, and resaleable condition, with all original packaging, seals, and tags intact.
  • Blind Boxes & Gashapons: Once the foil or internal packaging of a blind box/gashapon is opened, it is strictly ineligible for return or exchange due to "change of mind".
  • Proof of Purchase: A valid receipt, order confirmation, or other clear proof of purchase must be presented.

2. Faulty or Damaged Items

In accordance with Australian Consumer Law (ACL), if a product has a major failure or a manufacturing defect (e.g., broken joints or missing essential parts hidden inside the packaging), you are entitled to a replacement or full refund.

  • Reporting: Please inspect your items as soon as possible upon receipt. If you discover a manufacturing fault or transit damage, please report it to our team promptly to ensure a swift resolution.
  • Process: To initiate a claim, please email info@tokyotrends.au with your Order Number and clear photos/videos of the fault and the original packaging.
  • Resolution: Once the fault is verified under ACL guidelines, TokyoTrends will provide a pre-paid return shipping label or arrange an immediate resolution. A full refund or replacement will be processed upon verification.

3. Online Orders & Returns

  • In-Store Returns: For your convenience, online orders can be returned or exchanged in person at our Emporium Melbourne store.
  • Mail Returns: For change-of-mind returns via mail, the customer is responsible for return shipping costs. TokyoTrends will cover all return shipping costs for confirmed faulty or damaged items.
  • Undelivered Parcels: Any parcels returned to us due to an incorrect address provided by the customer, or a failure to collect from the post office, will incur a 15% handling fee to cover the actual return courier fees and administration costs charged to us.

4. Processing Refunds

  • Original Payment Method: Refunds for faulty items will be issued to the original credit/debit card or payment account used for the purchase.
  • Store Credit & Points: Any portion of an order paid using Store Credit or Loyalty Points will be credited back to your Store Credit balance or member account respectively. These balances cannot be converted into cash.
  • Timeframe: Once processed, refunds typically take 3–10 business days to appear in your account, depending on your financial institution.
  • Gift Receipts: Items returned with a gift receipt are eligible for exchange or store credit only.
  • 5. Exclusions (For Change of Mind Only)

Please note that we cannot offer returns, exchanges, or store credit for Change of Mind on:

  • Items that have been used, displayed, or modified.
  • Products where the original manufacturer’s seal or outer shrink-wrap has been broken (e.g., action figure boxes).
  • Sale or "Clearance" items.

(Note: Your statutory consumer guarantees under the Australian Consumer Law are never excluded. If any item—including sale items or unsealed products—is found to have a genuine manufacturing defect, your right to a refund or replacement is fully protected.)

6. Contact Us

For all inquiries regarding returns and compliance, please reach out to our team: 📧 Email: info@tokyotrends.au