Refund policy
Last updated: 8 September 2026
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.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also 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 to us before requesting a return, as items sent without first contacting us will not be accepted.
Return shipping is at the customer's expense, unless the item is faulty, damaged, or not what you ordered — see "Damages and issues" below.
You can always contact us for any return question at support@toygenie.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately at support@toygenie.com.au if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and arrange a replacement, reprint, or refund at no cost to you.
Exceptions / non-returnable items
Personalised and custom-made products — including custom AI paint-by-numbers, personalised storybooks, and custom wall art made using a photo, name, or design you provided — cannot be returned for change of mind, as they are made to order specifically for you. Please review your photo, spelling, and design choices carefully before confirming your order. If a personalised item arrives faulty or damaged, it's covered under "Damages and issues" above.
We also do not accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (once your return is accepted), and make a separate purchase for the new item.
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 above apply instead.
Refunds
We will 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. Please remember it can take some time for your bank or card provider to process and post the refund too.
If more than 15 business days have passed since we approved your return, please contact us at support@toygenie.com.au.
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.