Refund policy

We want you to love your order. This policy sits alongside your rights under the Australian Consumer Law (ACL).

CL statement
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for 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.

What’s covered

Faulty, damaged or not as described: If an item has a problem, arrives damaged, or isn’t what you reasonably expected, we’ll organise repair, replacement or refund in line with the ACL.

What’s not covered

Change-of-mind: We don’t offer returns, exchanges or refunds for change of mind, wrong size/colour choice, or general wear and tear.

How to make a claim

Email hello@tactiletoys.com.au within 7 days of delivery (or within a reasonable time for latent faults).

Include your order number, a brief description, and clear photos of the issue and packaging.

We’ll respond with next steps. For approved claims, we’ll cover reasonable return postage or provide a pre-paid label.

Refunds are processed to the original payment method within 3–7 business days after inspection.

Packaging note: Please keep original packaging where practical—it helps us assess damage in transit.