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Returns & Exchanges

Please read our Returns & Exchange Policy carefully and request online returns through our Returns Form.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).Customers are entitled to a repair, replacement or refund where required under the ACL, depending on the nature of the fault.Manufacturer warranties are provided in addition to these rights.

Returns & Exchange Policy

Change of Mind Returns

If a customer changes their mind, eligible items may be returned within 28 days of purchase, provided they meet our return conditions.

Returned items must:

- Be unused.
- Be unassembled.
- Be in their original unopened packaging.
- Include all accessories, manuals and packaging.
- Be in saleable condition.

- Items that have been opened, assembled, used or damaged after delivery may not be eligible for return.

Some products cannot be returned for change of mind due to hygiene, safety or manufacturer restrictions. These include:

Car Seats – cannot be returned for change of mind, whether in their original packaging or not.
Baby Monitors – monitors that require app syncing, pairing, linking to an account or other personalised set-up cannot be returned once opened.
Mattresses – cannot be returned once the protective plastic covering has been broken or removed.
Head, Body & Nursing Pillows – cannot be returned for hygiene reasons.
Baths, Bath Aids, Potties & Toilet Training Aids – cannot be returned for hygiene reasons.
Feeding, Drinking & Breastfeeding Products – products with a broken hygiene seal or protective packaging cannot be returned. This includes bottles, feeding accessories and breast pumps.
Personal & Close-Contact Products – for hygiene reasons, products designed for close or personal contact cannot be returned where they are sold in unsealed packaging. This includes, but is not limited to:
- Teethers
- Dummies and soothers
- Bottle teats
- Hairbrushes, scalp combs, toothbrushes, nail clippers and nasal aspirators
- Pregnancy and baby skincare, including creams, sunscreens, lotions and balms
- Postpartum products, including perineal and breast care products
- Colostrum collectors, silver nursing cups, nursing pads and breast shields
Gift Cards – cannot be returned or exchanged for change of mind.
Products with Broken Seals or Missing Packaging – products must be returned in their original packaging with all seals intact.
Furniture – all furniture returns require pre-approval from Baby Village before being returned.

What do we mean by unsealed packaging?
Unsealed packaging means the product is sold in packaging that does not have a manufacturer's seal, protective sticker, hygiene seal or security tape to indicate whether the product has been opened.

In Addition

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.

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.

Starting a Return

Customers wishing to return an item should contact Customer Care or submit a return request through the Baby Village website.

Before approving a return, Customer Care will confirm:

- The item is eligible for return.
- The purchase date falls within the applicable return period.
- The item meets the required return conditions.

Return instructions will then be provided.

Return Shipping Costs

Unless an item is faulty or Baby Village is responsible for the error, customers are responsible for the cost of returning goods.

Original delivery charges are non-refundable for change of mind returns.

Refunds

Once a returned item has been received and inspected, the appropriate outcome will be processed.

Depending on the circumstances, this may include a Refund, Exchange or Store Credit.

Refunds are processed using the original payment method where applicable.

Processing times may vary depending on the payment provider.

Exchanges

Where an exchange is available, Customer Care will arrange the replacement product once the returned item has been received and assessed.

If an exchange isn't possible, an alternative resolution such as a refund or store credit may be offered.

Restocking Fee

Where a return is accepted outside of the standard change of mind policy, Baby Village may offer store credit at its discretion, less a 20% restocking fee.

Start a Return

Faulty Items

If a customer believes their product is faulty, they should contact Customer Care as soon as possible.

To help assess the issue, customers may be asked to provide:

- Their order number or proof of purchase.
- A description of the fault.
- Photographs or videos showing the issue.

Customer Care will determine the most appropriate next steps based on the product, manufacturer requirements and Australian Consumer Law.

Start a Return

Warranty Claims

Many products sold by Baby Village include a manufacturer's warranty.Warranty periods vary by brand and product.

Where a warranty claim is required, Baby Village will work with the manufacturer to assess the claim and determine the appropriate resolution.

Depending on the outcome, this may include:

- Repair

- Replacement

- Refund

- Replacement parts

Proof of Purchase

Customers should retain proof of purchase for all warranty and return enquiries.

Acceptable proof of purchase may include:

- Tax invoice

- Order confirmation

- Receipt

- Other valid proof of purchase such as Afterpay transaction number

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 accidentally, 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.

Make a Claim

Manufacturer's Warranty

Manufacturer warranties are provided by the product manufacturer and vary between brands.

These warranties operate in addition to the customer's rights under Australian Consumer Law.

Where appropriate, Baby Village will assist customers in lodging warranty claims with the manufacturer.

Customer Responsibilities

Customers should:

Inspect products promptly after delivery.
Notify Baby Village as soon as possible if an item is damaged or faulty.
Keep all original packaging where possible until any issue has been resolved.
Follow the manufacturer's care and usage instructions.

Returning Gifts

Customers wishing to return a gift should contact Customer Care.

Available return options will depend on the circumstances of the purchase and whether the item meets the applicable return conditions.