Returns & Exchange

When you change your mind at Baby Village:

- You have 28 days to return your items for an exchange, store credit or refund as long as it is returned in a saleable condition with original proof of purchase. Some product exclusions apply - see list below. Returns outside 28 days will be at Baby Village discretion.

- By saleable condition we mean that the item has not been opened, assembled or used and is still in its original packaging. Outer & inner packaging is unopened and undamaged upon return, and all manuals, packaging & accessories are included.

- Any gifts received with your purchase must be returned with the main item.- If you can’t provide proof of purchase, we reserve the right to refuse the request for refund or exchange.

We can, at our discretion, offer you a Store Credit / Gift Voucher to the value of the current price of that product less a 20% restocking fee.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund only for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only and reserve the right to not offer a refund.
All refund rights under both State and Commonwealth law apply.

Excluded Products
The following items may not be returned/exchanged for change of mind:

- Car Seats (whether in original packaging or not)

- Mattresses (if plastic covering is broken or removed)

- Head, Body, Nursing Pillows (for hygiene reasons)

- Baths / Bath Aids / Potties / Toilet Training Aids

- Any Feeding / Drinking items/ Breast pumps (with broken seals or not sold with protective packaging)

- Teething Toys (not sold with protective packaging)

- Personal products that are intended to be worn against the skin ie: nursing bra

- Gift cards (and cannot be replaced if lost)

- Any product that has a broken seal or not in the original packaging.

- All Furniture requires pre-approval before returning.

There is no refund or exchange for display stock, floorstock, outlet stock or clearance items unless the product is faulty where the customer was not advised.

Please Note:
Delivery is non-refundable; online refunds or exchanges exclude delivery charges.
If you are returning an item, shipping fees are payable by the purchaser.

 
Proof of Purchase
Returns, refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents:
Register receipt or Online Tax Invoice (order confirmations will not be accepted)
Financial statements such as a bank statement, credit card statement
Online proof of purchase when calling Customer Service also includes Zip, Afterpay and Paypal statements
If you cannot provide satisfactory proof of purchase, Baby Village may, at its discretion, provide you with an exchange or Credit Voucher to the current value of the item provided the item(s) are in a re-saleable condition in its original packing and has not been used, and if the item is current range stock. Without proof of purchase Baby Village reserves the right to refuse the refund/exchange/credit.

As we endeavour to send your order to you as soon as possible (please refer to your Order Confirmation email for your estimated shiping date), requests for cancellations need to be lodged as soon as practicable after ordering, by email: hello@babyvillage.com.au. If you request a cancellation for your order, or part thereof, you will receive a Credit Voucher for the amount you paid for the product (not a refund), including shipping. Only if your order will not dispatch by the estimated shipping date will a request for refund be considered at our discretion. After an order, or part thereof, has been dispatched, please refer to the 1. Returns process above. Products described as 'Special Order' or items not usually stocked are not eligible to be cancelled.

If you believe an item you have purchased from Baby Village is faulty, we will need to contact the Manufacturer for assessment to determine whether or not you are entitled to an exchange, refund or repair. Please note we can only process a faulty request on a weekday due to Manufacturer availability.

Important > Please complete a Returns Form [Option 6 - Faulty] prior to bringing your item back into Baby Village Returns Form

We, Baby Village and the Manufacturer, reserve the right to inspect the unit, and may need you to send the item to the Manufacturer. If the item is found to be faulty due to manufacturers fault, you will be furnished with a repair, exchange, or refund (as determined by the Manufacturer under the guidelines of the Australian Consumer Law).

A Baby Village receipt will be required for proof of purchase. You may be charged for repairs if the product has been damaged accidently, through misuse or neglect. You may be offered a loan product in the interim until a resolution with the Manufacturer has been reached during their business hours.

These are in addition to statutory warranties which cannot be excluded under the Australian Consumer Law. Manufacturer warranty periods are as stated for each individual item. A manufacturer’s warranty begins from the date of invoice, not the date of first use. If you make a claim under a Manufacturer’s warranty, you must pay for the cost of returning the product to Baby Village and for the cost of having it delivered to you after repair, exchange or refund (as the case may be). Other Manufacturer warranty details are as stated for each individual item.