If you have purchased or received a faulty item, we sincerely apologise for this and will attempt to rectify the issue as efficiently as possible.
We will gladly assist you in repairing, replacing or refunding the product. Please visit the customer service counter in store and have your proof of purchase in either the form of your tax invoice from your confirmation email, receipt, bank statement or packing slip available. Here, staff will assist you in first assessing the product for potential faults, and then organising for the product to be repaired, replaced or refunded.
If you received a faulty product from an online order, and you are unable to visit a Toys R Us store for assessment, please contact us on 1300 869 7787 to make alternative arrangements.