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Return and Refund Policy

    1. All products sold through the Kookaburra Toys come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.
    2. In addition to a customer’s rights under the Australian Consumer Law, Kookaburra Toys offers a 12-month warranty on products sold through the Kookaburra Toys online store which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):
      1. if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;
      2. in relation to accessories or bonus gifts (as noted as such in a product listing); or
      3. if the fault or damage is due to:
        1. normal wear and tear
        2. damage arising from improper assembly or modification of the product;
        3. damage arising from abnormal use or abuse of the product;
        4. damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or
        5. damage to external product packaging only.
    3. We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:
      1. send missing parts (if applicable);
      2. suggest a method of self-repair (if applicable).
      3. replace the product (subject to availability);
      4. offer an alternative product; or
      5. offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

    1. Warranty claims should be sent to us via the Contact Us page on the Kookaburra Toys website.
    2. The following should be included in the message:
      1. order number;
      2. the quantity of each product and/or part missing, faulty or damaged; and
      3. an image or video (of acceptable quality) of the product that clearly shows:
        1. the fault or damage (if applicable)
        2. what part is missing (if applicable);
        3. the product in the original packaging (if applicable); and/or
        4. the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.
    3. All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.
    4. A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.
    5. Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.
    6. For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts can take up to three working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.
    7. Any delivery delay should be reported by you to us within 20 working days from the date of dispatch. Any delivery delay will be investigated by our courier partner, which can take up to three working days . If we receive no update within three working days of notifying the partner, we will offer an appropriate remedy in accordance with the Australian Consumer Laws. Due to unforeseen occurrence of natural disasters from time to time, delivery time frames can be affected. Your patience in such cases would be highly appreciated.

Refund, return and replacement procedure for damaged/faulty goods or missing parts

    1. If a customer is entitled to a refund, the request is to be sent via the Contact Us page on the Kookaburra Toys website, and we will advise if the product needs to be returned by the customer. Refunds will be issued to the original payment method. We cannot issue refunds to a different account or credit card to that used to place the relevant order.
    2. If a customer is entitled to a replacement or spare part, the request is to be sent via the Contact Us page on the Kookaburra Toys website and we will advise if the product needs to be returned by the customer. If a customer is entitled to a replacement product or spare part, but:
      1. there is an address discrepancy with the order due to the customer's error such that the product/part is returned to us, a cost of Return To Sender (if applicable) and re-delivery cost will be imposed by us on you for any products returned to us as the sender; and/or
      2. an incorrect product is returned we will not be responsible for these products or have any obligation to return these to the customer.

Change of mind refund requests

    1. We do not accept change of mind refund requests for products that are opened (i.e. are not unopened in their original packaging).
    2. Otherwise, we only consider a change of mind refund request if this is made within 10 days after the item is delivered to the customer.
    3. All items returned to Kookaburra Toys as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed.

Change of mind request procedure

    1. You must consult with us about any change of mind refund request. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.
    2. Please send a message via the Contact Us page of the Kookaburra Toys website and we will email you with a request for pictures or a video (of an acceptable quality) that shows the condition of the received product and an explanation about why you would like to return the product. We will let you know if the item is eligible for a refund.
    3. We prefer that returns due to a change of mind are done at the customer's arrangement.
    4. If a change of mind request is accepted you will be provided with a return address and we will refund the item price when the item has been received. You will be responsible for any postage cost involved in returning your item.

Product recalls

    1. In the event of a product recall, we will advise you of the relevant procedure.

Last updated: 20th July 2023