Returns & Refunds Policy

We want you to love your TOPTOY collectibles! If you are not 100% satisfied, we’ve made our Australian return and exchange process simple and compliant with the Sale of Goods Ordinance (Cap. 26) of the Laws of Hong Kong.

4 Simple Steps for Returns & Refunds:

  1. Contact Us: Email support@toptoyau.com with your order details.
  2. Provide Evidence: Attach clear photos/videos of any faulty or damaged items.
  3. Instruction: We will provide you with a return authorization. Please send the item back to our designated Australian warehouse:

    Distant Sail Future Limited, Attn: Returns Department, 23-25 Princes Road East, C2, Auburn, NSW 2144, Australia

  4. Resolution: Once confirmed, we will process your refund or replacement.

Important Notices:

  • Immediate Inspection: Please check your order upon receipt. If there is a defect, damage, or the wrong item, contact us immediately.
  • Packaging Condition: We guarantee all products are brand new. While we take great care in packaging, minor cosmetic indentations on the outer box may occur during international transit. This is not considered a product defect under our policy unless it affects the integrity of the toy inside. (Special edition or limited items will be evaluated case-by-case).
  • Consumer Guarantees: In accordance with the applicable consumer protection principles under Hong Kong law, you are entitled to a replacement or refund for a major failure of product quality.
  • Exclusive Australian Market: toptoyau.com exclusively serves the Australian market. We only fulfill and ship orders to addresses within Australia. If an order is placed by a customer outside of Australia, it will be automatically canceled and fully refunded.

After-Sales Service Rules:

1. Service Scope

This policy applies only to orders placed directly through toptoyau.com for delivery within Australia.

2. Claim Timeframe

  • Blind Boxes, Plush, and Figures: Please request support within 7 days of delivery.
  • Building Blocks: Please request support within 15 days of delivery.

3. Change of Mind (Non-Refundable Cases)

  • Personal Preference: In line with our store policy and applicable laws, we do not offer refunds or exchanges for "change of mind"(e.g., you don't like the character you pulled from a blind box, or you no longer want the item).
  • Condition of Return: Items must be in their original condition. Products showing signs of use, missing parts, or damaged original packaging (by the customer) are not eligible for return.
  • Bulk Orders: Corporate or bulk purchases (10+ items) are generally non-refundable unless faulty.

Product Category Specifics:

1. Blind Boxes

  • Manufacturing Variations: Blind boxes are designer art toys. Minor variations such as uneven paint, tiny bubbles, or light scratches are part of the manufacturing process and are not considered defects unless they are significant.
  • Mismatched Cards: If the identity card does not match the figure, we will send the correct card (subject to availability) and you may keep the original card.
  • Duplicates in Full Sets: Please note that purchasing a "Full Set" does not always guarantee zero duplicates. Depending on the specific product series and its manufacturing packaging, a full set may occasionally contain duplicate figures. This is a normal aspect of certain blind box collections and does not constitute a product defect. Therefore, we do not offer refunds, exchanges, or replacements for duplicate items found within a Full Set.

2. Building Blocks

  • Missing Pieces: We provide one free replacement service for missing pieces per product. Subsequent requests for the same set may incur a service fee.
  • Broken Bricks: Please report any broken bricks within 15 days of receipt.
  • Unboxing Video: For large sets or minifigure bags, we strongly recommend recording an unboxing video to expedite your claim.

How to Apply:

Please email support@toptoyau.com with:

  1. Order Number (e.g., #AU1001).
  2. Clear Photos/Videos: * For damages: At least 2 photos showing the defect.（For missing blocks: A photo of the manual marking the specific missing part/step.）
  3. Maximum Parts: We can process up to 15 missing pieces per request.

Processing & Refunds:

  • Refund Timing: We process refunds within 5-10 business days after approval/receiving the return.
  • Method: Refunds are issued via the original payment method (PayPal, Credit Card, etc.).
  • Shipping Costs: * If the product is faulty or incorrect, we will cover the return shipping costs or provide a full refund.
    • For any approved discretionary returns (if applicable), the customer is responsible for return shipping and original shipping fees are non-refundable.

Questions? Contact us at support@toptoyau.com.