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, and we're happy to provide a return and refunds service.
We recommend you read our Returns Policy as well as our Terms and Conditions prior to making a purchase from our store, and prior to lodging a returns and refund claim.
We offer a 30 day money back guarantee on all our products. This means your 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), exchange it 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 this guarantee: We cannot accept return of items which have been altered or modified, been broken or damaged, consumed, security seals broken and/or had their license key activated.
To process a return request, simply sign in to your Little Train Shop account. Under 'orders', choose the order of the product you wish to return and click on 'return items' which is located under the shipment status. Alternatively, you can reach out to us by emailing to firstname.lastname@example.org or by visiting the 'contact us' page.
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. You can reach out to us by emailing to email@example.com or by visiting the 'contact us' page.
Please take photographic and/or video footage of the item(s) damaged. Please also detail the damage and/or fault in as much detail as you can, so our team has an informative perspective on what to look for when assessing the damage and/or fault.
Once you have contacted us, we will ask you to return the item(s) back to us (at the customer's cost) with the original receipt/tax invoice. Our team will test and/or inspect the product(s) returned to us within 7 business days of receipt.
If we determine that the product is defective, we will offer the option to replace the product, issue a store credit, or refund the original price of the product and associated freight and shipping costs.
Where there is no damage or fault found, the product will be returned to the customer at the customer's expense.
Processing Refunds and Credits
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 these 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.