Refund policy
Returns Policy
At Dollhouse Accessories Australia we have worked hard to source an amazingly wide range of Miniature Accessories and Sylvanian Families items from around the world for our customers. We are proud of our product range and are confident that you will be pleased with your purchase, but in the event that an item needs to be returned, please read our Returns Policy below.
Our Returns policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, unless there are extenuating circumstances.
What happens if I change my mind about the product once it arrives?
If you return the purchase in its original, unopened packaging, with all instructions, accessories and labels attached, in saleable condition, we will refund the price of the purchase at our discretion (but not the original delivery cost). Please contact us via our Contact Us button on our site) to obtain a Return Authorisation Number before returning.
Return postage is the responsibility of the buyer. Note that return postage may differ considerably from the original postage that we charged you.
As Australia Post supplies tracking numbers on all packages, we will require the return tracking information or courier company consignment number and may require a photograph of the parcel with tracking information on it before it is sent.
Items Exempt from our Returns Policy:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. (Items are thoroughly inspected, so that we are ensured of their condition before despatch.)
Any item that is returned more than 14 days after delivery is exempt from this policy.
If an item hasn't arrived?
It is the recipients’ responsibility to enter the correct delivery address details. Should the event occur where the wrong address is entered, and the item is returned to us, we are not obliged to re-send the order to the correct address at our expense. Additional postage costs of re-sending the item are to be covered by the recipient.
All packages sent will come with Australia Post Tracking, or courier tracking. If the tracking system informs us that a parcel has been duly delivered to your address, at our discretion, we do not refund, or resend items, as this needs to be pursued with the delivery company. In this case, you would need to open a customer enquiry with Australia Post or the Courier Company.
Defects.
Some of our Discontinued/Retired and Treasure Trove items have been stored in warehouses for several years. It is our policy to state any damage to cartons, storage wear, any visible aging to the exterior, and any other details that need to be described in detail. Where these defects have been clearly stated and described in the item description, an item doesn't quality for a refund due to its state (if it has already been clearly described in the product description) It is the buyers responsibility to read the detailed description before purchase.
In our Treasure Trove we stock a small amount of pre-owned, rare, collectible items. These are thoroughly inspected and a fully detailed disclosure of the item's condition and state is made in the product description. We do not offer a refund due to the item's condition, where the buyer has failed to read the details of the description, where this item's condition and pre-owned state has already been fully described in detail.
In the unlikely even that there is any defect with your purchase, or the product significantly does not match the description on our site, please contact us immediately via our website Contact Us button to discuss this matter. We will do our best to work with you for a satisfactory conclusion. You may be required to return the item by post for our inspection, or provide photographs. We take great care to inspect items thoroughly (without opening) before despatch so that customers can be assured of receiving first class products.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card, Paypal or original method of payment.
To return your product, you should first contact our store and discuss your situation, and if advised, to mail your product to: Dollhouse Accessories Australia & Sylvanian Families, Windalea, M/S 687, Dalby Queensland AU 4405. Please contact our store BEFORE returning a product. If a product is simply returned to us without any prior contact and no prearranged Return Authorisation Number our store is not responsible if an item goes missing in the post, or is not received by us.
In the case of Change of Mind Refund Requests, you will be responsible for paying for your own shipping costs for returning or exchanging your item. Shipping costs are non-refundable. If you receive a refund, the originally paid cost of shipping in your order will be deducted from your refund.
All Australia Post packages have free tracking. A customer is responsible for retaining the Australia Post tracking Details. If there is no proof of Tracking Details retained by the customer, we are not responsible for any returned items that fail to be received by us.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you have any further queries about our policy, please do not hesitate to contact us via our Contact Us button on our website.
Thankyou.