That's The Spot Surprise Returns, Refunds & Faulty Item Policy

 

No Change of Mind Returns

Due to the surprise nature of That's The Spot Surprise blind boxes and the personal nature of the products contained within them, we do not offer refunds, returns, exchanges, or credits for change of mind purchases, including if you receive a toy that isn't your preferred style.

Part of the fun is the surprise — every box contains one of six premium, body-safe, beginner-friendly products, and there are no bad picks.

Please choose carefully before purchasing.

 

Faulty Items

We take quality seriously and stand behind every That's The Spot Surprise product.

If your product is faulty, damaged, or arrives with a manufacturing defect, you may be eligible for a replacement or refund.

To submit a claim, please email hello@thatsthespot.com.au with the following information:

• Full name
• Shipping address
• Contact phone number
• Order number
• Proof of purchase
• Clear photo or video evidence showing the fault or defect

That's The Spot reserves the right to request additional photos or videos if required to assess the issue. We may also provide troubleshooting guidance if the issue appears to be operational rather than a product fault.

Claims determined to be the result of misuse, accidental damage, improper charging, normal wear and tear, or user error will not be eligible for replacement or refund.

Approved Claims

If your claim is approved, we will either:

• Send a replacement product at no additional cost, or
• Provide a refund to your original payment method.

Approved replacements are typically dispatched within the next business day. Approved refunds are generally processed within 10 business days.

Gift Purchases

If you received a That's The Spot Surprise product as a gift, warranty claims must be submitted by the original purchaser and accompanied by proof of purchase.

Important Notes

• Fault claims must be submitted within 12 months of the original purchase date.
• Returned products may be requested for assessment in certain circumstances.
• Products should be disposed of responsibly as e-waste where appropriate.
• Personal care items and consumable products are not eligible for return.

If you have any questions, our team is always happy to help at hello@thatsthespot.com.au.