Returns, Refunds & Exchanges Policy
At Aspire Toys, we want to ensure your shopping experience is straightforward and fully compliant with consumer regulations. Our policy operates in strict accordance with the Australian Consumer Law (ACL).
1. Defective, Damaged or Faulty Products
If you receive a product that is faulty, damaged in transit, or does not match its description, you are fully entitled to a remedy under the Australian Consumer Law.
Your Rights: For items with a major failure, you have the right to choose between a full refund or a replacement product.
Return Shipping Costs: If a product is confirmed to be defective or faulty, Aspire Toys will cover all return shipping costs. Please contact us immediately at sales@aspiretoys.co to arrange a prepaid return label.
Exemptions: No products are exempt from your consumer rights. Items purchased on sale, with discount codes, or items within hygiene-sensitive categories are fully covered if they arrive defective or faulty.
2. Non-Defective Products (Exchanges & Change of Mind)
We understand that sometimes an item might not be quite right for your specific needs. We offer a voluntary 14-day exchange policy for non-defective items under the following strict conditions:
Timeframe: You must email us at sales@aspiretoys.co to request an exchange within 14 days of receiving your delivery.
Product Condition: To be eligible for an exchange, the item must be completely unworn, unused, unwashed, and in its original condition with all tags, labels, and original packaging intact. A receipt or proof of purchase is mandatory.
Return Shipping Costs: For voluntary exchanges (non-defective products), the customer is responsible for paying the postage to return the goods to us, as well as the postage fees to have the new exchanged item sent out.
Restocking Fees: We do not charge any restocking fees for exchanges.
Hygiene & Safety Exemptions for Exchanges: Due to health, hygiene, and clinical safety standards, we cannot accept voluntary change-of-mind exchanges for the following products if their packaging has been opened or unsealed:
Brushes of any kind (including toothbrushes and Therapressure Brushes)
Cutlery and drinking items
Oral motor items (including chewable necklaces, bracelets, and Z-Vibe tips)
Therapy putty and Vibes Earplugs
3. How to Process Your Return or Exchange
Email our team at sales@aspiretoys.co with your order number and proof of purchase.
Specify whether your item is defective or if you are requesting a voluntary exchange.
Once approved, items must be mailed back to our designated return address provided in our confirmation email.
Processing Time: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange item within 5 business days. Refunds for defective items will be issued back to your original payment method