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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.
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:
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- Be unused.
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- Be unassembled.
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- Be in their original unopened packaging.
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- Include all accessories, manuals and packaging.
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- Be in saleable condition.
- Items that have been opened, assembled, used or damaged after delivery may not be eligible for return.
Items That Cannot Be Returned
- Some products cannot be returned for change of mind due to hygiene, safety or manufacturer restrictions.
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- Baby monitors that require app-syncing, pairing or linking to an account (or other set-up steps that personalise the device), we cannot accept returns once the unit has been opened.
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- Car Seats (whether in original packaging or not)
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- Mattresses (if plastic covering is broken or removed)
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- Head, Body, Nursing Pillows (for hygiene reasons)
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- Baths / Bath Aids / Potties / Toilet Training Aids
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- Any Feeding / Drinking items/ Breast pumps (with broken seals or not sold with protective packaging)
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- Teething Toys (not sold with protective packaging)
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- Personal products that are intended to be worn against the skin ie: nursing bra
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-Gift cards (and cannot be replaced if lost)
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- Any product that has a broken seal or not in the original packaging.
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- All Furniture requires pre-approval before returning.
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:
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- The item is eligible for return.
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- The purchase date falls within the applicable return period.
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- 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.
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:
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- Their order number or proof of purchase.
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- A description of the fault.
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- 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.
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:
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- Tax invoice
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- Order confirmation
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- Receipt
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- 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.
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:
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Inspect products promptly after delivery.
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Notify Baby Village as soon as possible if an item is damaged or faulty.
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Keep all original packaging where possible until any issue has been resolved.
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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.