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Frequently Asked Questions

I am still waiting on Afterpay/Zip/layby etc to issue my refund, can you contact them on my behalf?

Unfortunately, due to customer privacy reasons, we cannot contact BNPL (Buy now pay later) companies to speed up their refund process or query them in general as they have to verify customer details to release information. They will have to be contacted through their respective App and the process followed as shown in their own FAQ section.

I want to return an item but I have used it, can this still be returned for a refund or exchange?

Unfortunately, once an item has been used, we cannot refund or exchange this as it is no longer considered "new" for retail sale. Please ensure any and all returns are not used, and are still in their original packaging with all parts and instructions.

I've received a faulty product. What should I do?

We're committed to selling high-quality products. We acknowledge that sometimes a product may have a fault. Please email our customer service team at orders@toyco.co.nz and explain the fault, providing images if applicable. If we cannot easily resolve the problem then we will provide instructions for return, replacement or repair.

I've changed my mind about a product. Can I exchange it?

Yes. We will accept a return if it has a valid receipt and is brand new and unused in its original packaging with all operating instructions and manuals. You can send it back to us for a refund of the amount paid for the item/s or if you would like to take it into the store for an exchange that is also fine, this has to be done within 30 days of purchase. We do not exchange CD's/DVD's or gaming. Please note, we cannot do exchanges for online orders, only a refund. You are responsible for the freight cost of returning the item to us. Please note : when sending items back via post, the item needs to be securely packaged, if it arrives to us in a damaged state, we will not be able to issue a refund.

Why have I been charged a cancellation fee?

Due to increased administrative costs, Toyco will charge an one off cancellation fee of $5.00, to New Zealand and Australian customers (when an order has already been picked and packed). All other international orders will incur a $5.00 minimum cancellation fee.