Refund policy

Return Policy

At 1sttoy, we want you to shop with confidence. Please read our return policy carefully before making a purchase.

Returns

We offer a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • unused and in the same condition that you received it;

  • in its original packaging;

  • accompanied by proof of purchase or order confirmation.

To request a return, please contact us at support@1sttoy.co.nz before sending any item back.

Returns sent without prior approval will not be accepted.

Non-Returnable Items

For hygiene, safety, and privacy reasons, private products / intimate products are not eligible for return, exchange, or refund once sold.

We do not accept returns for:

  • private or intimate products;

  • used items;

  • opened products;

  • items not in their original condition or packaging;

  • sale or clearance items;

  • gift cards.

If you are unsure whether your item is eligible for return, please contact us before purchasing.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately at support@1sttoy.co.nz so we can review the issue and provide a suitable solution.

Your Consumer Guarantees Act rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993. If a product is faulty, not as described or not fit for its normal purpose, you are entitled to a remedy (repair, replacement or refund) whether or not the item is an intimate product, a sale item or has been opened.

Return Shipping

If your return request is approved, you will be given instructions on how and where to return your item.

Unless the return is due to our error (such as receiving the wrong item or a defective product), customers are responsible for return shipping costs.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or card issuer to complete the transaction.

Shipping fees are non-refundable unless the return is due to our error.

Exchanges

We only replace items if they are defective, damaged, or if you received the wrong item. We do not offer exchanges for private or intimate products.

Contact Us

If you have any questions about returns or refunds, please contact us:

Trade name: 1sttoy
Address: Unit A4/417 East Tamaki Road, East Tāmaki, Auckland 2015, New Zealand
Phone: 09 218 8590
Email: support@1sttoy.co.nz