Refund policy
Change of Mind Returns
In accordance with Australian Consumer Law, we offer 30 day returns on all products sold within Australia. All you will be required to do, is pay for the return shipping cost. Importantly, the item must not be used, nor taken out of the packaging. If it has been, we may not be able to refund the full cost of the item due to it not being in the same condition it left us in. This will be judged upon its safe return to us.
Please note, due to the Pandemic, some of these rules have changed since 2019 when these were originally written. Brickheads Collectables have only be accepting new, unopened goods for Change of Mind Returns. These must be sent in their original plastic bags, never used nor opened, in order to receive any refund. This is for customer and staff safety.
Opening a Return:
If you wish to open a Return, please do so by contacting our Team. We require your full name and address, Order Number, and the item/s you wish to return. Please also explain any reasons you wish to return the item/s, as if they fall into another Refund/Return category we may be able to sort it out without physically returning the goods.
Any items or packages returned to our Team without any contact, and without a response from our Team first, may not be eligible for a refund/return of any sort. There is a process that must be followed.
If a package is refused at the door or not picked up at the post office (in expectation of a refund) Brickheads Collectables will not be able to refund any originally paid, nor extra postage costs of any kind. Our Team needs to be involved at every step of the way.
We do not recommend doing this, as packages can become lost on their way back to us, which is one of the reasons we need to be aware they are incoming. Please always contact us before any of these situations come up, as it is more difficult to organise if we have never been contacted.
Damaged Goods
On the very rare occasion your goods arrive damaged, after outlining the problem, you will have the options of:
- Returning the item for a full refund, OR
- Keeping the item, and accepting a partial refund for damaged goods (any refund value is determined on a case by case basis).
Please see below for our Squishmallows That Have Marks section, if this pertains to you. We offer Returns in these cases, but the postage cost/s are the responsibility of the buyer. These goods are generally not considered damaged or defective, as they have passed Quality Control, and are almost always washable.
Please see our Injured Squishmallows page for more information.
Please note: we cannot offer any solutions if we do not see proof of the outlined problem. In some extreme cases we may be able to offer a small, partial refund in these events. But, if a customer is unwilling to cooperate in the process, we only have limited options.
Missing Items
If your order is missing a part, or accessory, please let us know and we can organise one of the following options:
- Return of the item for a full refund - return shipping paid by buyer.
- A refund for missing parts/pieces - value determined on a case by case basis.
- The missing part/item to be sent out to you, if we are able to acquire it.
Missing Orders
If your order has not shown up yet, or has been marked as delivered and you believe this not to be true, please contact us immediately.
We do have a process of internal and external investigations that must take place, and you may be required to share relevant information or images where necessary. These investigations, in part, will rely on the amount of time posed by the postal companies in their own investigations.
Australia Post has changed their rules in shipping discrepancies for all US customers. Please contact USPS directly if there has been an issue with your delivery, and they will be able to organise an investigation for you.
Please note: we cannot offer any solutions if we do not see proof of the outlined problem. In some extreme cases we may only be able to offer a small, partial refund in these events. But, if a customer is unwilling to cooperate in the process, we only have limited options.
Cancellations of Orders
- We do not usually allow the cancellation of Pre-Order items as this means often we have had to order the stock specifically to fill the order.
- Legally, stores in Australia are not obligated to process or agree to what is legally called a 'change of mind return' or cancellation.
See link below for information:
https://www.consumer.vic.gov.au/products-and-services/business-practices/store-policies/change-of-mind
However, if you absolutely need to cancel an item/order, it is our standard Cancellation Policy to charge (deducted from the cancelled item or order where applicable) a 10% Cancellation Fee for our processing fees and administration. This fee helps pay for the costs we are charged by our provider even after an order has been cancelled.
Please See the Cancellation Policy Webpage Here.
This page dives into the full detail. We highly recommend reading this page before requesting a Cancellation.
Packages That Have Been Refused by Customer/Returned by Postal Carrier
- A customer has input the incorrect address and did contact us about this before attempted delivery. E.G.
*This does not include if an error has been made by us, and Customs has directed the package back to sender. We take the responsibility in this situation.
Packages That Are Lost in Transit Overseas
If your overseas parcel is stuck in a particular city of your country, please contact your local carrier directly. You may find which local carrier will be handling your parcel by contacting us, or sometimes you will also receive emails from that carrier once it's in your home country. Australia Post are no longer able to investigate in behalf of an overseas postal company, all enquiries must be made by the package-recipient, directly.
The overseas postal company is usually able to solve these issues on their own, but if you are having difficulty of the item is marked as Lost in Transit, please contact us, with proof of the parcel being marked as Lost in Transit, and we will be able to assist you further.
We can only offer a refund or re-send in the event that the package is officially marked as Lost in Transit, and all relevant investigations have occurred. We are then able to open claims with Australia Post, only once this has occurred.
Squishmallows That Have Marks
Please note, some Squishmallows arrive to us with some marks and washable marks. We are not able to refund or replace any of these Squishmallows as they are more often than not, machine or hand washable. They arrive like this to us direct from the manufacturer, and they are only sent out to us because they have been approved and have passed Quality Control. We do not get refunds for these sorts of marks, as they’re not considered defects and these items are still considered fit for purpose. Please contact us if there are other defects, and we will resolve this.
If you wish to return an item that falls under this category, the postage cost/s are the responsibility of the buyer.
Gift Cards:
- Gift cards are non-refundable. Brickheads Collectables will not be accepting returns or refunds on gift cards.
- Items purchased with gift cards will be under the same policy as above.
Mystery Packs/Boxes/Items:
As will be stated on many of their product pages, we do not offer returns for any mystery items. This includes blind box items that have arrived to us direct from the manufacturer, or any mystery/blind pack style items we sell in our store or online. If the package is in the condition you received it in, and is not opened, we are more than happy to accept a change of mind return. But, please keep in mind that these are at the buyer's cost. We also do not offer any refund/s 'to keep' the item.
Mystery packs and items are, by design, a mystery opportunity. We do not guarantee any specific items, and therefore we cannot refund and return at our cost, if the items are not the exact items desired by the customer.