Return & Refund Policy

Effective Date: March 1, 2026

At Toffee & I, we carefully pack every order with love and attention. We want you to be happy with your purchase — and we also aim to keep our small business fair and sustainable 💗

1. Change of Mind Returns

If you change your mind, you may request a return within 14 days of receiving your order.

To be eligible:

Items must be unused, unopened, and in original packaging
All tags, accessories, and free gifts must be included
Items must be in their original re-sellable condition
Proof of purchase is required

We reserve the right to refuse returns that do not meet these conditions.

Please note: We do not offer refunds for change of mind on mystery scoop products, paid packaging video and sales/clearance items.

2. Non-Returnable Items

The following items cannot be returned or refunded unless faulty:

Sale, clearance, or promotional items
Mystery Scoops and surprise bundles
Custom or personalised items
Gift cards
Opened stationery, stickers, or consumable items

3. How to Request a Return

To request a return, please contact us within 14 days of delivery.

Email us with:

Your order number
Item(s) you wish to return
Reason for return
Clear photos (if applicable)

Please wait for approval before sending anything back. Returns sent without authorisation may not be accepted.

4. Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns
Original shipping fees are non-refundable
We recommend using tracked postage

Toffee & I is not responsible for any lost return parcels.

5. Restocking & Handling Fee

Approved change-of-mind returns may be subject to a 20% restocking and handling fee. This helps cover inspection, repacking, and administration costs.

This fee will be deducted from your refund amount.

6. Faulty, Damaged, or Incorrect Items

Please check your order as soon as it arrives.

If your item is faulty, damaged, or incorrect, please contact us within 7 days of delivery and provide clear photos.

In accordance with Australian and New Zealand consumer laws, you are entitled to a remedy if your item:

Is faulty
Is significantly different from description
Is unsafe
Does not function as intended

Depending on the situation, we may offer:

A replacement
An exchange
A store credit
A refund

We reserve the right to assess each case before offering a resolution.

7. Refund Processing

Once your return is received and inspected:

You will be notified of approval or rejection
Approved refunds will be processed within 10 business days
Refunds are issued to the original payment method

Please allow extra time for your bank or card provider to process the refund.

8. Store Credits

In some cases, we may offer store credit instead of a cash refund. Store credits:

Do not expire
Cannot be exchanged for cash
Can be used on any future purchase

9. Fair Use Policy

Toffee & I reserves the right to refuse service or returns if we identify patterns of excessive or unreasonable returns. This helps protect our small business and keep prices fair for everyone.