RETURNS & REFUNDS

This Returns & Refunds policy explains change-of-mind returns, faulty items, damaged items and after-sales support for orders placed with Hello Kitty and Friends.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

We accept eligible change-of-mind returns within 14 days of delivery, unless the product page states that the item is excluded from change-of-mind returns.

To be eligible, the item must be:

• unused, unopened and in original packaging;
• in resaleable condition;
• returned with all tags, accessories, manuals, cards and proof of purchase; and
• not listed as excluded from change-of-mind returns.

The following items may not be returned for change of mind:

• final sale or clearance items;
• personalised or customised items;
• opened blind box or mystery packaging;
• hygiene-sensitive products;
• items with missing tags, cards, accessories or packaging; and
• items marked as non-returnable for change of mind on the product page.

These exclusions do not apply where a product is faulty, unsafe or not as described.

We do not guarantee direct exchanges. If you would like a different item, size or design, please contact us first. Depending on stock availability and the reason for return, we may recommend returning the original item and placing a new order.

If you received an item as a gift, please contact us with the order number or proof of purchase where possible. Refunds are usually processed to the original payment method unless we agree otherwise or another remedy is required by law.

If you receive an item that is faulty, damaged, unsafe, missing parts or different from the description, please contact us as soon as possible through the Contact Us page.

Please include:

• your order number;
• a short description of the issue;
• clear photos or video of the product;
• photos of the packaging and shipping label; and
• any product tag, card, batch or authenticity information where relevant.

1. Contact us within the relevant return period with your order number and return reason.
2. Provide clear photos or video where requested.
3. Wait for our return instructions before sending anything back.
4. Send the approved return to the return address confirmed by our customer support team.
5. Once the product is received and assessed, we will confirm the available remedy.

Returns sent without prior approval may be delayed, rejected or returned to sender.

We may need to assess the product before confirming the appropriate remedy. Depending on the issue and your rights under Australian law, the remedy may include repair, replacement, refund or another appropriate solution.

For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide a repair, replacement or refund within a reasonable time.

If a product is sold as a blind box, mystery item or random assortment, the character or design received is random unless the product page states otherwise.

• Not receiving a preferred character, design or secret item is not considered a product fault.
• If a full set is sold as a non-repeat set, the product page will state the applicable set rules.
• If a card, accessory or product component appears mismatched, please contact us with photos so we can assess the issue.

Figures and collectible products may have slight variations in colour, texture, paint placement, finishing details or small production marks. Minor differences that do not affect normal use may not qualify as a fault.

If you believe a product has a significant appearance issue, safety issue, missing component or major defect, please contact us for assessment.

Plush products may vary slightly because of fabric, filling, stitching and finishing methods. Minor differences such as compressed fur, loose threads, slight asymmetry or shape changes from shipping may occur.

If a plush product arrives significantly damaged, unsafe or materially different from the description, please contact us with photos or video.

We pack orders with care, but minor damage to outer boxes or packaging can sometimes occur during transit.

Minor scratches, abrasions, dents, creases or marks on outer packaging may not qualify for a return if the product inside is not damaged. Please contact us if the product itself is damaged or if the packaging issue affects the product's value, safety or intended use.

Items marked as final sale, clearance or non-returnable may not be returned for change of mind. This does not limit your rights for faulty, unsafe or incorrectly described products under the Australian Consumer Law.

Return shipping for change-of-mind returns is usually paid by the customer unless we agree otherwise.

For faulty, damaged or incorrectly supplied items, we will assess the issue and confirm the appropriate return process. Where required by law, we will cover reasonable return shipping costs.

Approved refunds are processed to the original payment method. Processing usually takes 5-10 business days after assessment, but your bank or payment provider may take additional time.

Original shipping fees are not refunded for change-of-mind returns unless required by law or agreed by us.

This policy applies to purchases made through this website. If you purchased a product from another retailer, marketplace, physical store or third-party seller, please contact the original place of purchase for support.