Refund policy
REFUND POLICY
At Orbital Minifigs, we take pride in the quality of every item we ship. Our rights and remedies, and your rights as a consumer, are governed by the Australian Consumer Law (ACL), which applies regardless of the terms below.
Your Consumer Rights
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the ACL.
Damaged or Defective Items
If your order arrives damaged or contains a manufacturing defect, please contact us at admin@orbitalminifigs.com within 7 days of delivery with the following:
- Your order number
- A clear photo of the damage or defect
- A brief description of the issue
We will assess your claim promptly and, depending on the nature of the problem, offer a replacement, store credit, or refund. We aim to respond to all claims within 2–3 business days.
Lost or Missing Orders
If your order has not arrived within the estimated delivery window, please first check your tracking number for updates from the carrier. For international orders, it is the customer's responsibility to follow up directly with the destination country's postal service or courier. We are based in Australia and are unable to contact or liaise with foreign postal services on your behalf.
Customers who purchased Shipping Protection Insurance at checkout are covered for a full reship or refund in the event of confirmed loss, without needing to chase the carrier. We strongly recommend adding insurance at checkout, particularly for international orders — this is the only coverage available if your parcel goes missing after it leaves Australia.
For uninsured orders, once a parcel has left our facility and tracking confirms it was dispatched, we are unable to offer compensation for carrier losses.
Incorrect Orders
If we made an error and sent you the wrong item, please contact us within 7 days of delivery. We will arrange for the correct item to be sent at no additional cost to you.
Contact
For any refund or return enquiry, please email admin@orbitalminifigs.com with your order number and we will get back to you within 2–3 business days.
SHIPPING POLICY
1. Stock Availability
We do our best to keep stock counts accurate on our website. In the rare event of a discrepancy, we will fulfil the available items in your order and contact you to arrange either a backorder or a refund for any missing items.
2. Shipping Costs
Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your order. The cost shown at checkout is the final shipping price — there are no hidden fees from us.
3. Dispatch Time
Orders are typically dispatched within 2–5 business days of payment. During peak periods (new releases, holidays) this may extend slightly — we appreciate your patience.
Our warehouse operates Monday to Friday during standard business hours, excluding Australian public holidays.
4. Delivery Estimates
Domestic (Australia): 2–7 business days in transit after dispatch.
International: 4–22 business days in transit after dispatch, depending on destination and the courier selected at checkout. A more specific estimate is available when you choose your shipping method at checkout.
These are carrier estimates and are not guaranteed. Delays caused by customs, weather, or carrier issues are outside our control.
5. Tracking
Once your order is dispatched, you will receive a tracking number by email. Tracking updates are provided by the carrier and are outside our control. For international orders, customers are responsible for monitoring their tracking and following up directly with their local postal service or courier if there are delays or delivery issues. We are unable to contact foreign postal services on your behalf.
6. Address Changes
If you need to update your delivery address, please contact us at admin@orbitalminifigs.com as soon as possible. We can make changes up until the point your order is dispatched. We are unable to redirect parcels once they have been handed to the carrier.
7. P.O. Box Addresses
We can ship to P.O. box addresses via postal services. Please note that courier services are not available for P.O. box deliveries.
8. Damaged Parcels
If your parcel arrives visibly damaged, please reject the delivery if you are present. If the parcel was delivered in your absence, photograph the damaged packaging before opening and contact us at admin@orbitalminifigs.com within 7 days with your order number and photos.
For damage that occurred during transit, customers with Shipping Protection Insurance should lodge a claim through us and we will process it on your behalf. For uninsured orders, any claim for transit damage must be raised directly with the carrier who delivered the parcel — we are unable to liaise with foreign postal services or couriers on your behalf.
9. Duties and Taxes
Australian GST is included in the prices displayed on our website.
For international orders, import duties, customs fees, and taxes are the sole responsibility of the customer. These charges are levied by your destination country's customs authority and are entirely outside our control. The amount varies by country, product type, and order value.
By placing an international order, you acknowledge and accept that:
- Additional charges may be payable upon arrival of your parcel
- We have no ability to predict, waive, or pay these fees on your behalf
- We are not responsible for delays caused by customs processing
We strongly encourage you to research your country's import rules and applicable thresholds before placing an order.
If you refuse to pay customs fees and the parcel is returned to us, you will receive a refund for the value of the goods only — once the parcel is received back at our facility. The original shipping cost will not be refunded, and any return shipping costs incurred will be deducted from your refund. Shipping Protection Insurance does not cover parcels returned due to unpaid customs fees.
Please be aware that returned parcels can take an extremely long time to reach us, often many months, and in some cases parcels are never returned at all. We are unable to process any refund until the parcel is physically received back at our facility. If a parcel is lost in the return process, no refund will be issued. We strongly recommend paying any customs fees to avoid this outcome.
If your parcel is successfully returned to us, you have two options instead of a refund: we can reship your order once a new shipping fee is paid, or we can hold the items and include them in a future order to save on shipping costs. Please contact us at admin@orbitalminifigs.com if you would like to arrange either of these options.
10. Shipping Protection Insurance
We strongly recommend adding Shipping Protection Insurance at checkout. Insured orders are eligible for a full reship or refund in the event of damage or confirmed loss in transit, processed quickly and without the need to make a claim with the carrier directly.
Please note that Shipping Protection Insurance does not cover parcels returned to sender. Returns to sender occur when a parcel cannot be delivered due to an incorrect or incomplete address, a failed delivery attempt with no safe drop option, or refusal at customs. In these cases, please refer to sections 6 and 9 for how these situations are handled. Returned parcels can take many months to arrive back and in some cases are never returned — refunds for returned orders cannot be issued until the parcel is received at our facility.
For uninsured orders affected by carrier loss or damage, we will do everything we can to assist, but our ability to compensate is limited once a parcel has left our facility.
11. Cancellations
If you need to cancel an order, please contact us at admin@orbitalminifigs.com as soon as possible. Cancellations are only possible before a shipping label has been generated. Once a label has been created, the order is locked for fulfilment and we are unable to cancel, modify, or refund it regardless of whether the parcel has physically left our facility.
12. Contact
For all shipping enquiries, please email admin@orbitalminifigs.com with your order number. We aim to respond within 2–3 business days.
Last updated: May 2026 — Orbital Ventures Pty Ltd, PO Box 1128, Shepparton VIC 3630, Australia