Refund policy

Our Commitment

At GENI Toys we want every child (and parent!) to love their wooden toys. If something isn’t right, Australian Consumer Law (ACL) gives you rights to repairs, replacements or refunds for major faults—and we make the process straightforward.

No Change-of-Mind Returns

Please take the time to choose carefully, as we do not offer returns or refunds for change of mind once you place your order. If you realise you ordered the wrong item, email us immediately at hello@geni-toys.com.au; if the order has not left our warehouse we’ll do our best (but cannot guarantee) to amend or cancel it.

Images on our website may appear slightly differently to the actual products themselves, but we do our best to make sure our content is as representative as possible. We also make sure that our product details, sizes and specifications are all communicated clearly on our website.

Returns

Our policy lasts 14 days. If 14 days have gone by since the delivery date of your order, unfortunately, we can’t offer you a refund, exchange, or store credit. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted:

– Products with obvious signs of use
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 14 days after delivery

Damaged, Faulty or Incorrect Items

– Your order arrives damaged – email within 14 days with photos of the carton and product.

– A manufacturing fault appears – email as soon as you notice the issue (within a “reasonable” period under the ACL).

– You received the wrong item – notify us within 14 days.

We may cover or return-shipping costs (or may waive the return after evaluating the product). You may receive as compensation one of the following:

– A free replacement or exchange

– A full refund to the original payment method

– A store credit of equal value

Once your return is received we will send you an email to notify you that we have received your returned item. We will inspect the item returned and notify you of the approval or rejection of your refund/replacement.

REFUNDS

If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 working days.

If you haven’t received a refund yet, first check your bank account again, then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not yet received your refund, please contact us at hello@geni-toys.com.au

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@hapetoys.com.au with your order number and details of the defective or damaged item to arrange this. Please include photographs to substantiate your claim.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

RETURNING YOUR ITEM

Return address will be provided only after return requests are approved and initiated.

We cannot be responsible for returns lost in transit; please keep your tracking receipt.

Important: To allow us to identify your order please ensure your return parcel is clearly labelled with your order number.

Depending on where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning an item you should use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item and accept no liability for items lost during return transit to us.