Sylvanian Families – Secret Forest Falls 5761

We want nothing more than for you to be delighted with your purchase. We carefully select our product range from many thousands of suppliers and brands, both here in Australia and all across the world. However, mistakes happen and problems sometimes arise even with our best intentions and yours. So, if you need to return your purchase for any reason, please read through our Returns Policy below before sending your purchase back to our store.

Change of mind

Customers may return unopened products back to our store within 30 days of delivery for a refund or exchange. Products must be in saleable condition, unopened, unused and not arrive damaged. Shipping costs are at the expense of the customer. IN the event that a product needs to be exchanged, shipping costs back to the customer are also at the customer’s expense.

Wrong product purchased

We’ve all made mistakes from time to time so don’t worry or stress if this has also happened to you! The first thing to do is contact our store, either via phone or email, so we can discuss the best solution that best suits your circumstances. Please have your order number ready when contacting us by phone and please don’t forget to include it in your email so we can quickly identify your purchase.

Our friendly staff will then provide you with helpful information with instructions on what to do next.

We sent you the wrong product/s

It’s not often that we make mistakes, but we are human after all. So if we have sent you the wrong item, please accept our apologies. Let us know as soon as you can either by telephone (03) 9394 1944 or use this Contact Us form so we can assist you with instructions on what to do. In the meantime, it’s important to remember not to open the product in question or use it or damage it in any way.

Product Warranty & Refunds

Refunds are warranted in circumstances where products that are under warranty cannot be replaced or repaired. We may need to issue a refund when products have arrived damaged or faulty, or a replacement is neither available in our store or from our supplier. In most cases, such products are required to be returned. However, this is usually determined on a case-by-case basis and can vary from one customer to the next.

Once the product in question arrives back in our store, the product will be accessed and processed usually within a 24-48 hour period. Please note, refunds can only be issued via the same payment method that was initially used to place the order, and cannot be refunded to any other person or any other payment method.

Our policy do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.