🔄 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:

  • The item is in its original, unopened, and resaleable condition.
  • All original packaging, seals, and tags are intact.
  • Blind Boxes: Once the foil or internal packaging of a blind box is opened, it is strictly ineligible for return or exchange due to "change of mind."
  • Proof of Purchase: A valid receipt or order confirmation must be presented.

2. Faulty or Damaged Items

In accordance with Australian Consumer Law (ACL), if a product is faulty, damaged, or not as described, you are entitled to a replacement or refund.

  • Reporting Window: Please inspect your items immediately. Any damage or faults must be reported to us within 3 days of receipt/collection.
  • Process: To initiate a claim, please email info@tokyotrends.au with:
    1. Your Order Number.
    2. Clear photos of the faulty/damaged item and the original packaging.
  • Resolution: Once confirmed, we will provide a pre-paid return label or instructions for disposal. A full refund or replacement will be processed upon verification.

3. Online Orders & Returns

  • In-Store Returns: Online orders can be returned or exchanged at our Emporium Melbourne store for your convenience.
  • Mail Returns: If shipping the item back, the customer is responsible for shipping costs unless the item is confirmed as faulty.
  • Restocking Fee: As stated in our Shipping Policy, any parcels returned to us due to an incorrect address or failure to collect will incur a 40% restocking fee.

4. Processing Refunds

  • Original Payment Method: Refunds will be issued to the original credit/debit card or payment account used for the purchase.
  • Store Credit Refunds: Any portion of an order paid using Store Credit or Loyalty Points will be refunded as Store Credit only. Store credits cannot be converted into cash or refunded to a credit card.
  • 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

Please note that we cannot offer returns or exchanges on:

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

6. Contact Us

For all return inquiries, please reach out to our team: 📧 Email: info@tokyotrends.au