Refunds & Returns

This policy applies to all purchases made on toygenie.com.au ("we", "us", "our"), operated by TOY GENIE PTY LTD (ABN 84 684 293 089).

Our products

We sell two kinds of products:

• Personalised products — paint-by-numbers kits, storybooks, wall art and other items made to order using a photo, name or design you provide.
• Standard products — toys, pet accessories, books and decor items sold as-is, not made to order.

Because personalised products are made specifically for you, different rules apply to returns and refunds depending on which type of product you've purchased.

Standard (non-personalised) products

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it, unused, and in its original packaging, and you'll need the receipt or proof of purchase.

To start a return, contact us at support@toygenie.com.au with your order number. If your return is accepted, we'll confirm the return address and instructions at that time — please don't send items back before requesting a return, as items sent without first contacting us won't be accepted. Return shipping is at your cost, unless the item is faulty, damaged, or not as described.

Personalised and AI-generated products

Products made to order from your upload — custom AI paint-by-numbers kits, personalised storybooks, and custom wall decor — are made specifically for you and can't be returned for change of mind. Please review your photo, spelling, and design choices carefully before confirming your order.

Damages and issues

Please inspect your order upon receipt and contact us immediately at support@toygenie.com.au if an item (personalised or standard) is defective, damaged, or not what you ordered, so we can arrange a replacement, reprint, or refund at no cost to you.

Exceptions

Personalised and custom-made products cannot be returned for change of mind, as they are made to order. We also do not accept returns on gift cards.

Order cancellations

You may cancel your order for a full refund at any time before it enters production or is dispatched. Once a personalised item has entered production, or a standard item has been dispatched, it can no longer be cancelled and our standard return terms apply instead.

How refunds are processed

We'll notify you once we've received and inspected your return (where applicable), and let you know if the refund is approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us.

Your rights under the Australian Consumer Law

Nothing in this policy limits or excludes any guarantee, right or remedy you have under the Australian Consumer Law. Our products come with guarantees that cannot be excluded — you're entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

Contact us

Toy Genie Pty Ltd (ABN 84 684 293 089)
support@toygenie.com.au