Little Train Shop is committed to ensuring our customers are completely satisfied with their purchase. We also understand that shopping online does have its limitations and drawbacks, so we're happy to provide a reasonable Returns Policy to suit everyone.
We offer a 30 day money back guarantee on all our products. This means you're covered when it comes to ordering the wrong thing or for simply having a change of mind. The 30 day money back guarantee starts from your order's shipment date. Customer's can either choose to have their order refunded (excluding postal and customs charges), exchanged for another product or be issued with a store credit. Customers are required to send the product(s) back to us at their own cost.
Some exclusions do apply to this guarantee: We cannot accept return of the following:
- Items which have been altered and/or modified
- Items which have been broken or damaged by the user
- Items which have been consumed
- Items which have had their security seals broken and/or had their license key activated
- Gift Certificates (in full or part of)
To organise a return, simply contact Little Train Shop by calling (03) 6388 9244 or by emailing to firstname.lastname@example.org. Please quote your order number, the item(s) you wish to return and your resolution request.
- Exchanging Items
Customers can exchange an unwanted item for another item in stock at Little Train Shop. Exchanged items will be sent out to the customer (at the customer's cost) upon the return of their unwanted item(s). This option is not available to Afterpay Customers due to the terms and conditions outlined by Afterpay's Service where only a refund can be applied.
- Store Credit
Customers can choose to have a store credit applied to their account to redeem at the checkout on their next purchase. Store credit will be applied to the customer's account upon the return of their unwanted item(s). This option is not available to Afterpay Customers due to the terms and conditions outlined by Afterpay's Service where only a refund can be applied.
Customer can choose to have their unwanted item(s) for a refund of the total product price (excluding any postal and customs charges).
Goods Damaged in Transit / Faulty Product
If your item(s) have been damaged in transit or have arrived faulty, please contact us within 7 days of receiving the parcel so we can assist in rectifying the issue and organise any returns/warranty claims/replacements/refunds. You can reach our team by calling (03) 6388 9244 or by emailing to email@example.com.
To expedite this process for you, we request the following information:
- Photographic and/or video footage of the item(s) damage.
- Detail of the damage and/or fault in as much detail as you can.
- What troubleshooting you have already undertaken.
- The resolution you're looking for.
This information will provide our team with an informative perspective on what to look for when assessing the damage and/or fault, and provide our manufacturers with any necessary warranty claim information.
Please do not send items back until advised, as some items may need to be sent to the manufacturer directly. Little Train Shop will organise return of goods (or forward of goods to manufacturer) at our expense.
Refunds & Credits Processing Times
Refunds and credits will be issued within 10 business days of Little Train Shop receiving the goods in accordance with this policy. Refunds will be processed back to the original payment method used at the time of purchasing the item(s). Alternative refund methods, cash and or cheque refunds are not eligible. Store credit will be available to use at the customer's discretion, which can be redeemed under 'payment method' in the checkout screen. Store credit does not have an expiry date.
Please note: payments made by Afterpay and PayPal will be refunded back to those merchants, who will return the credit back to the chosen card and/or account that was used to draw funds from when making the original purchase.
Your Rights and the Australian Consumer Law
All goods sold in Australia come with certain guarantees under the Australian Consumer Law that cannot be excluded by businesses and their policies. As a consumer, you are entitled to receive a replacement or refund for faulty products, or products sent to you that don't match the product description. You are also entitled, under the applicable law and within reason, to return items for exchange or refund if you have changed your mind within a set time-frame, and within set parameters and conditions, as outlined by the Australian Consumer Law.
For further information about the Australian Consumer Law, visit www.consumerlaw.gov.au
If you wish to make a complaint or ask a question about your rights as a consumer, please visit www.consumerlaw.gov.au/contact/ and choose your state to be redirected to the applicable Fair Trading department.