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STORE POLICIES

Jason Preston, Keith Crawford and Barry Kogan were appointed Joint and Several Voluntary Administrators (Administrators) of TRU Australia on 21 May 2018. The stores will continue to trade as usual until further notice however, a number of changes to policies will need to be made due to the financial circumstances of TRU Australia.

Gift cards, coupons and store credits

The terms of redemption depend on the nature of the card, coupon or store credit. Ordinarily, gift cards and store credits represent an unsecured claim against TRU Australia and would not be able to be redeemed.

Until 5 July 2018, the Administrators have agreed to honour gift cards, coupons and store credits in store only, on the basis that the total transaction is at least double the value of the gift cards, coupon or store credit amount utilised in that transaction (i.e. to utilise a $100 gift card, the value of the transaction must be at least $200). 

This option to redeem gift cards will not be available after 5 July 2018.

If customers do not utilise or are unable to utilise their gift cards or store credit in accordance with these conditions, they can complete a Proof of Debt for the balance they are owed.

No new gift cards or store credits are to be issued. Westfield gift cards may be used without restriction.

Deposits and lay-bys

All lay-bys must be completed by 5 July 2018.

Until 5 July 2018, the Administrators will complete sales under a lay-by if the outstanding balance is paid, subject to stock availability.

Until 5 July 2018, where customers have paid a deposit or lay-by payment and stock is not available, the Administrators have agreed to honour these payments in store on the basis that the total transaction is at least double the value of the deposit utilised in that transaction (i.e. to utilise a $100 lay-by deposit, the value of the transaction must be at least $200).

If customers do not utilise or are unable to utilise their deposits or lay-by payments in accordance with these conditions, they can complete a Proof of Debt for the balance they are owed.

Deposits and lay-by payments cannot be refunded. No new deposits or lay-bys will be accepted.

VIP Club Members

The VIP Club will continue to operate and new members can join the program until further notice. Members will still be entitled to specials, offers and discounts on their purchases from time to time. However, the ability to earn and redeem loyalty points will be terminated.

Refunds, returns and exchanges

For more information relating to returns, exchanges refunds, faulty goods and warranties, please refer to the returns and refunds policy.

More information

All customer and operational queries should be directed to store staff or by contacting 1300 TOYS R US (1300 869 778) or support@toysrus.com.au. Any queries in relation to the Administration can be emailed to ToysRUs@mcgrathnicol.com. For all media queries please contact Nick Owens, Sefiani Communications Group on +61 2 8920 0700 or nowens@sefiani.com.au.