At Frankie & Leo, we stand behind the quality of our educational toys and want you to be completely satisfied with your purchase. This policy outlines our returns and exchanges process while ensuring compliance with Australian Consumer Law.
Your Rights Under Australian Consumer Law
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
For the purposes of this policy, acceptable quality means that goods are fit for purpose, acceptable in appearance and finish, free from defects, safe, and durable.
What We Cover – Faulty Products
We will accept returns and provide full refunds or exchanges for products that are:
Manufacturing Defects
- Pieces that don’t fit properly into their designated cutouts
- Broken or damaged components due to manufacturing issues
- Missing pieces from complete sets
Quality Issues
- Products that arrive damaged due to manufacturing faults
- Educational toys that don’t meet our described specifications
- Items with safety concerns or sharp edges
Incorrect Orders
- We sent you the wrong product
- Missing items from your complete order
Return Process for Faulty Products
Step 1: Contact Us First Before returning any item, please contact us within 30 days of delivery to report the issue. We may be able to resolve the problem quickly or provide specific return instructions.
Step 2: Return Authorization We’ll provide you with a return authorization and specific instructions for sending your item back to us.
Step 3: Shipping Responsibility Customers are responsible for return shipping costs unless the product was damaged in transit or we sent the incorrect item. We recommend using tracked shipping services for your protection.
Step 4: Inspection & Resolution Once we receive your returned item, we’ll inspect it and contact you within 5 business days with our resolution (refund, replacement, or repair).
What We Don’t Cover
Change of Mind Returns We do not offer refunds or exchanges for change of mind purchases. Please consider your purchase carefully, including checking our product specifications and age recommendations.
Damage After Delivery
- Normal wear and tear from regular use
- Damage caused by misuse or accidents
- Products damaged by improper cleaning or storage
Hygiene Reasons Once educational toys have been used, we cannot accept returns for hygiene and safety reasons unless the product is genuinely faulty.
Refund Process
Timeline: Refunds will be processed within 7 business days of us receiving and approving your returned item.
Method: Refunds will be issued to your original payment method. Please allow additional time for your financial institution to process the refund.
Shipping Costs: Original shipping costs are non-refundable unless we made an error with your order.
Exchanges
We’re happy to exchange faulty products for the same item when available. If the same product is not available, we’ll offer a full refund or help you select a suitable alternative.
Product Care Guidelines
To ensure your educational toys remain in excellent condition and maintain their educational value:
Cleaning Instructions
- Clean with warm (not hot) water and mild soap only
- Use a soft cloth or sponge – avoid abrasive cleaners or scrubbing brushes
- For stubborn marks, use a soft-bristled toothbrush with gentle pressure
- Rinse thoroughly and dry completely before storage
Temperature Considerations
- Keep away from direct heat sources (heaters, hot car interiors, direct sunlight for extended periods)
- Do not clean with hot water or place in dishwashers
- Avoid leaving in hot cars or near windows during summer
Storage Recommendations
- Store in a cool, dry location away from direct sunlight
- Ensure pieces are completely dry before storage to prevent any moisture issues
- Keep in a container or area where pieces won’t be compressed under heavy weight
General Handling
- While our toys are designed to be durable, avoid dropping on hard surfaces from height
- Supervise young children during play as recommended for their age group
- Check pieces regularly for any signs of wear that might create sharp edges
International Customers
This returns policy applies to Australian customers only. If you’ve received our products through a third-party retailer, please contact them directly regarding returns and exchanges.
Contact Us
If you need to return a product or have questions about this policy:
Before returning any item, please contact us to discuss the issue and receive return authorization.
We’re committed to providing quality educational toys and excellent customer service. Our goal is to resolve any issues quickly and fairly while ensuring your child can continue their learning journey with confidence.
This policy is designed to work alongside your rights under Australian Consumer Law. If you have concerns about your consumer rights, you can contact the Australian Competition and Consumer Commission (ACCC) or your local fair trading office.