Refund policy

Effective Date: August 2026
Governing Law: This policy is governed by theCompetition and Consumer Act 2010 (Cth), also known as the Australian Consumer Law (ACL). All consumer guarantee rights mandated by the Australian Competition and Consumer Commission (ACCC) supersede any conflicting clauses in this store policy.
Business Information
Brand Name: Toonfeel
Physical Address: 6 Belyando Street, Holmview, QLD 4207, Australia
Official Website: www.toonfeel.com
Contact Phone: +61 406 433 353
Support Email: hello@toonfeel.com

1. Australian Consumer Guarantee Rights (Statutory Rights)

Under the Australian Consumer Law, all consumers are entitled to non-negotiable consumer guarantees that cannot be excluded, restricted, or modified by any store terms or conditions. These rights apply to all products purchased from Toonfeel, including sale items and clearance goods.
Consumers are legally entitled to remedies if products fail to meet the following statutory guarantees:
  • Products are of acceptable quality (free from defects, safe, durable, and fit for ordinary purpose)
  • Products are fit for any disclosed purpose communicated to our team before purchase
  • Products match the product description, images, and sample representations on our website
  • Services are provided with due care and skill
ACCC Mandatory Rule: We cannot refuse refunds, impose restocking fees, or deny returns for faulty goods under any circumstances. Store policy does not override Australian statutory consumer rights.

2. Eligibility for Returns & Refunds

2.1 Faulty, Defective, or Non-Conforming Products (Statutory Remedies)

If your item is faulty, damaged on arrival, defective, or does not match the product description, you are entitled by ACL law to choose one of the following remedies at no cost:
  • Full refund of the purchase price
  • Free replacement of the product
  • Repair of the product free of charge
For major failures under ACL definitions, consumers have an absolute right to a full refund or replacement. For minor failures, we reserve the right to offer a free repair first, in compliance with ACCC guidelines.

2.2 Change of Mind Returns (Voluntary Store Policy)

In addition to your statutory ACL rights, Toonfeel offers a voluntary change-of-mind return policy for customer satisfaction. Customers may return unused, unopened, resalable items within 30 calendar days of delivery for a refund or store credit.
Change of mind return conditions:
  • Items must be unused, in original condition, with all original packaging, tags, and accessories intact
  • Customer is responsible for return shipping costs for change-of-mind returns
  • Initial delivery fees are non-refundable for voluntary returns

2.3 Non-Returnable Items (Compliant with ACL)

The following items are exempt from change-of-mind returns (still fully covered by ACL faulty product guarantees):
  • Customised or personalised products made to customer specifications
  • Hygiene-sensitive items for health and safety reasons (if opened or used)
  • Digital goods and downloadable content
  • Final sale clearance items (excluding faulty goods covered by ACL)

3. Return Shipping & Cost Responsibility (ACCC Compliant)

  • Faulty/non-conforming products (statutory claims): Toonfeel covers all return and replacement shipping costs. Customers will not incur any fees for valid statutory guarantee claims.
  • Change of mind returns: Customer bears return shipping costs. We do not charge restocking processing fees for any valid return, in compliance with ACCC prohibitions on unfair return fees.
All return shipping arrangements for faulty goods will be coordinated by our customer support team to ensure full compliance with Australian consumer regulations.

4. Refund Processing Terms

Once we receive and inspect your returned item (or verify valid fault claims), we will process your refund promptly:
  • Refunds will be issued to the original payment method used for purchase
  • Standard refund processing time: 3–7 business days from inspection approval
  • Bank processing delays are beyond our control and may extend completion by up to 10 business days
Legal Note: For valid ACL statutory claims, we will not delay or withhold refunds as a condition of service.

5. How to Lodge a Return or Refund Request

To submit a return, refund, or replacement application, contact our official support team via the following channels:
  • Email: hello@toonfeel.com (preferred, please include your order number, product photos, and reason for return)
  • Phone: +61 406 433 353
You only need to provide proof of purchase (order confirmation, receipt, or transaction record). We do not require original packaging for faulty product returns, as per ACCC rules.

6. Australian Consumer Law Dispute & Complaint Rights

If you believe we have failed to uphold your statutory consumer guarantee rights under the Competition and Consumer Act 2010, you have the right to escalate your dispute to official Australian regulatory bodies.
Local Queensland dispute resolution: Queensland Civil and Administrative Tribunal (QCAT)
National regulator: Australian Competition and Consumer Commission (ACCC)
This policy does not limit or exclude any legal rights consumers hold under Australian federal and state consumer protection laws.

7. Policy Updates

Toonfeel reserves the right to update this return and refund policy to align with amendments to the Australian Consumer Law and ACCC regulatory requirements. Any updates will take effect immediately upon publication on our official website www.toonfeel.com.