Refund policy

Returns
All unused products may be returned for a full refund or exchange providing ALL of the following conditions are met:

1. The returned product is received by Monkey Puzzle within 20 days from the date of initial shipment.

2. Products have been unused, unwashed, and are returned in original packaging in original condition.

If the above conditions are met, please use the following instructions when returning/exchanging your product:

1. Contact - sayhello@monkeypuzzletoys.com.au to request a return/exchange, explaining the reason. Please also include your order number.

2. Once a return/exchange has been authorised, the product should be sent in its original packaging to the address listed during email correspondence, within 20 days of authorisation. We suggest using a tracked service, as we are not responsible for any goods lost in transit.

Once we receive returned goods and they prove to be in original condition, we will happily process the refund/exchange and will confirm this via email.

Please note that Monkey Puzzle is not responsible for transit costs for returned items - these are at the customer’s expense unless a product is faulty. We recommend all returns be sent via tracked postage as we are not responsible for items lost or undelivered.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sayhello@monkeypuzzletoys.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.