LEGAL · LAST UPDATED 25 SEPTEMBER 2026

Returns & Refunds Policy

No voluntary change-of-mind returns or refunds. Subject to rights that cannot lawfully be excluded, Toby & Kiara does not accept a return or provide a refund merely because a customer changed their mind, no longer wants or needs an item, decided it does not suit their needs, found a lower price, purchased accidentally, ordered a duplicate, selected the wrong colour, size, style, model, quantity or variation, or prefers another product.

1. Mandatory consumer rights

This policy distinguishes our voluntary store policy from remedies required by law. Nothing in it excludes, restricts or modifies a consumer guarantee, remedy or other right that cannot lawfully be excluded. Australian customers may have rights under the Australian Consumer Law. Customers elsewhere retain mandatory rights that apply to their purchase. A “no change-of-mind” rule does not apply where the law requires a remedy for a genuine product or supply failure.

2. Order carefully

Review the product description, measurements, materials, compatibility, quantity and selected variations before ordering. If the supplied colour, size, style or variation matches the order, a customer selection error is generally a change-of-mind issue rather than a product fault. Contact us through our contact form immediately if you notice an order error; a change or cancellation is possible only if fulfilment can reasonably be stopped.

3. Natural materials and individual character

Products made from or incorporating wood, bamboo, rattan, stone, mineral-like materials, natural fibres, woven material, ceramic or hand-finished components may have individual character, including individual grain, knots, markings, colouring, tone, pattern, fibres, weave, texture, surface characteristics, hand-finished irregularities and minor dimensional differences within reasonable tolerances.

An individual piece may therefore differ modestly from a photograph, sample, another unit or another customer’s item. Reasonable natural or hand-finished variation that remains consistent with the advertised description is not by itself a defect, damage, misdescription or basis for a change-of-mind refund. This does not excuse a genuine defect, significant damage, an incorrect item or a substantial departure from the advertised description.

4. Product images and colour

We aim for accurate product imagery. Lighting, photography and display-device settings can affect apparent colour, and natural materials are not perfectly uniform. A minor display or material difference is not automatically a defect. A materially different product, significant undisclosed damage or substantial misdescription is assessed separately under applicable law.

5. Cancellations

Cancellation requests must be sent promptly through our contact form. We can cancel only if processing and fulfilment have not progressed beyond the point at which the order can reasonably be stopped. Once dispatch preparation, fulfilment processing or shipment begins, cancellation may no longer be possible. If we accept a cancellation, the approved amount will be returned to the original payment method where reasonably possible.

6. Claims for damage, defect, missing items or an incorrect product

your order number and the email address used for the order;
a clear description of the issue and when it was discovered;
clear photographs of the complete product;
close-up photographs of the relevant damage, defect or difference;
photographs of the inner and outer packaging, shipping label and any visible transit damage;
for a missing component, photographs showing the package contents; and
where reasonably necessary, a short continuous video—typically about 3–5 seconds—showing the item and issue from multiple angles or approximately 360 degrees.

Evidence requests help us verify the claim, distinguish transit damage from later damage and pursue a carrier or fulfilment investigation. A video is not an absolute condition where it cannot reasonably be provided, and inability to supply a particular form of evidence does not extinguish a mandatory right. We may ask reasonable follow-up questions or arrange an inspection where appropriate.

7. Notification expectations

For efficient investigation, please report visible transit damage, an incorrect item, a missing item or an incomplete order within 48 hours of delivery where reasonably possible. Report a defect promptly after discovery and preferably within 7 days for an issue apparent on initial inspection. These periods are claim-handling expectations, not unlawful expiry dates. A failure to report within them does not remove a statutory right that remains available for a reasonable or legally required period, although delay may make evidence and carrier investigation more difficult.

8. Keep the product and packaging

Do not discard, alter, repair, use extensively or send away the product while a claim is being assessed, except where necessary for safety. Keep labels, accessories, components and packaging where reasonably possible. If an item presents a safety risk, stop using it and tell us immediately.

9. Authorisation required before return

Do not send goods back without written return instructions. Contact us first so the correct return destination and process can be provided. Return locations may differ by product and circumstances. Do not return an item to an address found online, an address printed on packaging, a carrier depot, manufacturer or fulfilment location unless we expressly authorise that address in writing. An unauthorised return may be unidentifiable, misdirected or incapable of processing.

10. Condition of an authorised return

Where an approved voluntary return is exceptionally agreed, the item must be substantially in its original condition, unused except for reasonable inspection, unaltered, unmodified, complete with relevant components and accessories, and securely packaged. These conditions do not override different requirements that apply to a valid defective-goods claim or another mandatory remedy.

11. Issues generally not caused by the merchant

Subject to applicable mandatory law, a remedy is generally not available for:

misuse, accidental customer damage or unreasonable handling;
incorrect installation, assembly or repair by the customer or a third party;
alteration, modification or removal of components;
normal wear and tear;
failure to follow care, safety, installation or environmental instructions;
exposure to unsuitable moisture, heat, sunlight, chemicals, weight or other conditions;
a customer-selected wrong size, colour, model, quantity or variation where the order was supplied correctly;
an incorrect or incomplete delivery address supplied by the customer;
refusal to accept delivery or failure to collect a parcel;
reasonable natural variation or minor aesthetic differences consistent with the listing; or
damage occurring after delivery through customer handling or storage.

12. Available remedies

The appropriate remedy depends on the nature and seriousness of the failure, available evidence and applicable law. It may include repair where suitable, replacement, resupply, an agreed partial refund, a full refund or another appropriate solution. We do not claim sole choice of remedy where the applicable law gives that choice to the customer. Minor failures may be remedied differently from major failures where the law permits.

13. Return shipping and collection

Where the product failure is covered by a mandatory right, reasonable return or collection costs will be handled as the applicable law requires. For any exceptional voluntary return, the customer is responsible for return shipping unless we agree otherwise. Use the instructed method and retain tracking. We are not responsible for a voluntary return sent to an unauthorised address or without reasonable delivery evidence, except to the extent the law provides otherwise.

14. Refunds

Approved refunds are issued to the original payment method where reasonably possible. We will initiate the refund within the timeframe we communicate after approval, but the payment provider or bank controls when the credit appears. Original shipping charges, return shipping, customs duties, import taxes and brokerage charges are refunded only where required by law or expressly agreed. We do not impose deductions or restocking fees that would unlawfully reduce a mandatory remedy. A partial refund will be used only where lawful and appropriate, including by agreement.

15. Incorrect address, failed delivery and returned parcels

The customer must provide a complete deliverable address. If a parcel is returned, lost or requires redelivery solely because of an incorrect customer-supplied address, refusal, non-collection or failure to follow carrier instructions, we may require payment of reasonable redelivery costs or deduct unavoidable costs from a voluntary refund where lawful. We will separately investigate a failure caused by us or the carrier.

16. Delivery delay and loss in transit

Delivery estimates are not guarantees unless expressly stated. A delay alone does not necessarily mean an item is lost. We may need to complete a reasonable carrier investigation before providing a remedy. If an order is confirmed lost, cannot be supplied or is not delivered within a legally reasonable period, we will provide the remedy required by applicable law.

17. Sale and promotional items

Sale, discounted and promotional items remain covered by mandatory consumer guarantees. They are not eligible for a voluntary change-of-mind return. A problem specifically disclosed before purchase is not treated as an undisclosed defect merely because the item was discounted.

18. Fraud, abuse and duplicate recovery

We may proportionately investigate knowingly false or inconsistent claims, manipulated evidence, fabricated damage, return of a different product, removal of parts, duplicate refund requests, simultaneous refund and chargeback recovery, non-delivery claims contradicted by reliable evidence, and abusive account activity. Where lawful and necessary, relevant evidence may be provided to payment processors, card issuers, carriers, insurers, fraud-prevention providers or competent authorities. Legitimate claims and good-faith payment disputes are not treated as abuse.

19. Contact

Send return, cancellation and product-issue requests to Toby & Kiara through our contact form. Include the order number so we can identify the purchase.