Extremely disappointed with Little Lucas Toys. An item I ordered was left in an unsecure location without my permission (No Authority to Leave/Safe Drop authorized) and was stolen. The merchant refused to take responsibility, instead suggesting I pay extra for "Signature on Delivery" on future orders to ensure they actually arrive safely.Because I lost confidence in their delivery process, I requested to cancel several outstanding pre-orders. The store refused a refund. Their website explicitly states: "We do not cancel or refund pre orders," "Under no circumstances will we manually refund to a bank account," and "refunds will require a 20% restock fee." Under Australian Consumer Law (ACL), store policies cannot override a consumer's right to a refund to their original payment method when there is a major failure.When I informed them I would be using my bank’s chargeback process, they told me my Shopify account could be flagged. After I posted my initial review, the business sent multiple emails threatening me with legal action for defamation, simply for quoting the policies written on their own website.Furthermore, several of the items I pre-ordered through them are already circulating in the Australian market, yet my orders remain unfulfilled. Holding consumer funds for unfulfilled pre-orders while the items are readily available elsewhere is a failure to supply.If you are a collector, be fully aware of their strict "no refund" policies before handing over your money. I am actively escalating this matter through Commonwealth Bank and NSW Fair TradingUPDATE IN RESPONSE TO THE OWNER:Your public reply perfectly highlights how this business operates. Let’s look at the actual facts:1. The "Goodwill" Backtrack: You publicly admit you offered a replacement for the stolen item, but you conveniently leave out why you withdrew it. The moment I requested a refund for my unfulfilled pre-orders (because I no longer trusted your delivery methods), you sent an email explicitly withdrawing the replacement offer and stating you would "await chargebacks." Revoking a remedy for a stolen item simply because a customer exercises their right to cancel unfulfilled orders is retaliatory, not "goodwill."2. The Delivery Dodge: I never authorized a "Safe Drop" or "Authority to Leave." Under the Australian Consumer Law (ACL), a photo of a box left unattended on a porch does not legally transfer the risk to the buyer. You are legally responsible until the item is safely received.3. Unlawful Store Policies: You claim your "No refunds on pre-orders" policy is standard practice. Under the ACL, blanket "no refund" policies are void when there is a failure to supply or a major failure. Furthermore, you are still holding my funds for pre-orders that are already circulating in the Australian market.4. The "Threats": My so-called "threats" were simply informing you that I would be escalating the matter to my bank and NSW Fair Trading to enforce my consumer rights—which I have now done.Buyers beware: If your package is stolen due to their courier leaving it unsecured, and you ask for a refund on your other unshipped items, they will revoke their help, quote their "no refunds" policy, and force you to dispute it with your bank.
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