Refund policy

Brainsense Toys Returns & Refunds Policy (Australia)

Effective date: 24 January 2026

Brainsense Toys (“we”, “us”, “our”) operates in accordance with the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL.

This policy explains when you are entitled to a return, refund, replacement or repair.

1) Australian Consumer Law Rights

Under the Australian Consumer Law, you are entitled to a remedy if a product you purchase:

  • is faulty or defective

  • is not as described or does not match advertised specifications

  • is not fit for its intended purpose

  • has a major or minor failure to meet a consumer guarantee

These rights apply regardless of any store policy and cannot be excluded.

2) Major vs Minor Failure

Major failure
A product has a major failure if:

  • it is unsafe

  • it is significantly different from its description or images

  • it would not have been purchased had the issue been known

  • it cannot be repaired or fixed within a reasonable time

In the case of a major failure, you are entitled to choose a refund or replacement.

Minor failure
If the issue is considered a minor failure, we may choose to:

  • repair the item, or

  • replace the item, or

  • provide another appropriate remedy within a reasonable timeframe

3) No Change-of-Mind Returns

Brainsense Toys does not offer refunds, exchanges or store credit for change-of-mind purchases.

This includes (but is not limited to):

  • deciding you no longer want the item

  • ordering the wrong item

  • finding the item cheaper elsewhere

  • delays caused by factors outside our control once dispatched

  • gifts that are not suitable

This is consistent with Australian Consumer Law, which does not require businesses to provide refunds for change of mind.

4) Incorrect, Faulty or Damaged Items

If you receive an item that is:

  • faulty,

  • damaged on arrival, or

  • incorrect,

please contact us within 7 days of delivery with:

  • your order number, and

  • clear photos or video showing the issue and packaging.

Once assessed, we will provide the appropriate remedy in line with the Australian Consumer Law.

5) Return Process

To request a return under the ACL, please contact us at:

Email: [support@brainsensetoys.com.au]
Subject line: Returns Request – Order #[your order number]

Do not return items without contacting us first. Returned items sent without approval may not be accepted.

6) Return Shipping Costs

  • Where a product does not meet a consumer guarantee, we will cover reasonable return shipping costs or reimburse you where required by law.

  • We may request evidence of the issue before approving a return.

7) Proof of Purchase

All return requests must include valid proof of purchase, such as:

  • order confirmation email, or

  • receipt or transaction record.

8) When We May Decline a Return or Refund

We may decline a return or refund where permitted by law, including if:

  • the issue was caused by misuse, neglect or abnormal use

  • the damage occurred after delivery

  • you were aware of the issue before purchasing

  • the product was used in a way inconsistent with its intended purpose

9) Contact Us

Brainsense Toys
Email: support@brainsensetoys.com.au
Website: www.brainsense.com.au