Refund policy

🌟 Emotii Friends — Return & Refund Policy

At Emotii Friends, we want every tiny friend to bring comfort, magic, and joy. If something isn’t quite right, we’re here to help in a way that feels safe, fair, and easy.

This policy applies to all purchases made through our online store.

Change of Mind

Because Emotii Friends are blind box collectibles and many orders are pre‑orders, we’re unable to offer refunds or exchanges for change of mind.

Each Emotii arrives as a surprise, and part of the magic is not knowing which friend will choose you.

Pre‑Order Cancellations

You may cancel your pre‑order any time before your order has been packed or shipped.

  • If you cancel before fulfilment begins, you’ll receive a full refund to your original payment method.
  • Once your order has been packed or shipped, it can no longer be cancelled.

Faulty or Damaged Items

If your Emotii Friend arrives damaged or faulty, we will replace it or refund you in accordance with Australian Consumer Law.

Please contact us within 7 days of delivery with:

  • your order number
  • a description of the issue
  • clear photos of the fault or damage

We’ll take care of the rest.

Wrong Item Received

If we accidentally send the wrong product, we will fix it right away.

We’ll cover all return shipping costs and ensure the correct item is sent to you.

Lost or Missing Parcels

If your parcel is delayed, missing, or marked as delivered but you haven’t received it, please contact us.

We’ll work with the courier to locate your order and support you through the process.

Returns Eligibility

To be eligible for a return (where applicable):

  • the item must be unused and in its original packaging
  • proof of purchase is required
  • returns must be approved by our team before being sent back

How to Request a Return or Refund

Email us at support@emotiifriends.com.au with:

  • your name
  • order number
  • reason for return
  • photos (if applicable)

We’ll respond within 2–3 business days.

💗 Our Promise

We’re a small Australian business creating magical companions for big feelings.

We’ll always do our best to make sure your experience feels safe, fair, and filled with kindness.