Return and Refund Policy

Return & Refund Policy

Our refund and exchange policy comply with the Australian Consumer Law (ACL)

Billys Shop Return Refund Policy

Billy’s Shop is owned and operated by Kids Entertainment Proprietary Limited and will be referred to as “we“, “our” and “us” in this policy.

Our refund and exchange policy comply with the Australian Consumer Law (ACL)

Customer satisfaction is of the highest importance to us. We understand that sometimes you may have over ordered, changed your mind on the theme, or an item might not be exactly as you imagined, and for that reason we happily accept change of mind returns within 30 days of receipt of your order. In the unlikely event there is something wrong with an item, we will promptly rectify the issue with as little inconvenience to you as possible. Accordingly, we have developed a Returns & Refund Policy to ensure that you are fully aware of your rights and our obligations to you with respect to returns.

Entitlement to Refund or Credit

You will be entitled to a refund or credit where:

you are not completely satisfied with your purchase (‘change of mind’) within 30 days from receipt of your order;

the product is faulty or not fit for the purpose that products of that kind are commonly bought;

the product significantly does not match the sample or description advertised on our website; or

we are required to do so under any relevant laws.

Change of Mind Returns

For change of mind returns or incorrect size of an item ordered you must have received your order within the last 30 days. Claims outside this time period will be at our discretion. All change of mind returns must be in brand new, unused, unopened and re-saleable condition with all original outer packaging intact.

Please choose carefully when purchasing products as we are unable to offer refunds, credits or exchange on costumes/garments, handcrafts, perishable items such as food and confectionery for health and safety reasons, and sales/clearance stock or special order items. If you return any of those items they will not be refunded or returned back to you, so you may want to remove these from your return first.

Return delivery charges are your responsibility. Unfortunately, we cannot be held responsible for lost, stolen or damaged return deliveries. We recommend that you return the product/s to us securely packaged in the same or similar packaging the items were received in so they are not damaged in transit back to us and use a trackable method of postage.

We reserve the right to assess the condition of the returned product/s prior to offering a refund, product exchange or credit. You will be entitled to a refund, or credit equal to the cost of the products only, excluding any original or return delivery charges.  All refunds will be issued via the same method used to purchase the items. With all chosen payment methods, the refund will incur a 5% restocking fee. Refunds are batch processed once a week only. Refunds via credit card may take up to 10 days to appear on your card statement.

Faulty or Incorrect Products

If you believe you have received a faulty or incorrect product please contact us immediately by emailing sales@billylidsplayland.com.au or completing our online Contact Us so we can resolve the issue promptly for you.

If a product is defective, incorrect, or significantly did not match the description, and we require the item/s returned we will pay for the return delivery charges (return approval must be granted beforehand). If we choose to have the item returned it will need to be in the original packaging. Product concerns that do not impair the item or its intended purpose will be considered as a change of mind return in which case no refund/credit will be given. If a defective item is contained within a part/set/pack we may at our discretion allow you to keep the entire part/set/pack and provide you with a partial refund only.

Instead of returning damaged goods, we may ask for photos of the item/s as we must be able to assess items before approving any refund/replacement claims. We will not be able to provide a refund or credit for any item already disposed of or without photo confirmation clearly showing the fault/damage.

Your original delivery charges will only be refunded when your entire order is defective, incorrect, or did not match the description.

While we take every care in photographing our products to ensure a reasonable accuracy in the depiction of colour and texture of the products, due to the differences in the calibrations of individual monitors, we cannot guarantee that the colour on your screen will be an exact match to the colour of the product.

Return via local Billy’s Shop (Melbourne Only)

You can return items that you have purchased online to our local store for an exchange or refund, but you must present proof of purchase, ideally your tax invoice. Our store team member will assess the items and determine whether a refund or exchange will be offered in accordance with our refund policy. Refunds will be issued in the same form of tender, e.g. if you paid for your online order through PayPal, you are required to present the card associated with your PayPal account in store.

Return via Post

Please send any returns to:

Billy Lids Playland

86 Lynch Street

Hawthorn

VIC 3122

Enquiries

If you have any questions regarding the Returns Policy, please email us sales@billylidsplayland.com.au or via our online ‘Contact Us’ form.

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