BabiesMart SoftSteps Baby Play Mat DIY Build Your Color Combination

60-Day Hassle-Free Returns at BabiesMart

• At BabiesMart, we want you to love your purchase. If something isn’t quite right, we’ve made our returns & refunds policy simple and flexible to ensure a smooth experience.
• Please note: Personal hygiene items, such as teether toys, as well as clothing and hanging toys, and breast pumps, have only 14 days for returns.

We’re here to help with exchanges, replacements, store credit options or refunds to make things right!

Change of Mind Returns – 60 Days Hassle-Free

We understand that sometimes things don’t work out! You can return your item within 60 days for:

• Free Store Credit & Exchanges: To make it even easier, we'll offer you a free return shipping label if you choose an exchange or store credit for your return.

• Refunds: If you opt for a refund, a flat $12 fee will be deducted from your total to cover the cost of the return shipping label.

• Return Condition: Items must be in their original, resellable condition with all packaging and tags intact.

Please Note: No Change of Mind Returns for Clearance Items stated as clearance.

Specific Return Conditions

• For Hygiene Reasons: Items that are put in a baby’s mouth, such as teether toys, as well as clothing and hanging toys, and breast pumps. These items can only be returned within 14 days of delivery. These items must not be used and must be in original packaging and tags.

✔ Opened or Used Items: If the item is returned not in resaleable condition, a small restocking fee of 15% (or a minimum of $15) may apply to cover handling costs.

🛑 99% of Customers Do Not Incur a Restocking Fee!
We understand that minor cosmetic damage to the box during shipping is normal and does not affect your return eligibility. The restocking fee only applies if the product has been used, is missing parts, or is not in resaleable condition.

Eligibility for Returns

To qualify for a return:

• The item must be in original condition (unused, with all tags).
• It must include the original packaging to ensure it’s ready for its next home.

If you’re unsure about your item’s eligibility, just reach out—we’re happy to assist.

Received a Damaged, Defective, or Incorrect Item? We’ve Got You Covered!

We're so sorry if something went wrong with your order. We'll take care of it immediately at no cost to you.

• Our Guarantee: For any issues with a product, our first priority is to resolve the problem. We will send replacement parts or a new item to fix the issue quickly.

• Refund Policy: A refund for a damaged or defective item is only offered if we are unable to provide a suitable replacement or repair.

• How to Report: Please contact us within 14 days of receiving your order, with photos or videos, to start the process.

Shipping-Related Returns & Delivery Delays

Important Return Guidelines

• Pre-Approval is Required: To ensure your return is processed smoothly, please do not send any items back without first contacting us to receive a return label and instructions. Returns sent without pre-approval may not be accepted.

• Return Timeline: All approved returns must be dropped off at Australia Post within 21 days of receiving your return label.

• Returns Cancelled: Returns not shipped within 21 days may be cancelled.

Shipping & Delivery Issues

• Incorrect Address: If your order is returned to us due to an incorrect or incomplete address provided at checkout, we can either re-ship the parcel (re-shipping fees will apply) or issue a store credit minus the shipping costs incurred. Please note: All couriers charge shipping costs for returning it back to the sender.

• Delivery Delays & Lost Parcels

  We understand how frustrating delivery delays can be. We're here to help!

  • Proactive Tracking: If your parcel has not had a tracking update in 5 business days, we can initiate an inquiry with the courier to ensure a smooth process.

  • Significant Delays: If your parcel is delayed beyond 30 business days, you can choose to receive a coupon as compensation or return the order at our cost for a full refund.

  • Lost Parcels: In the unfortunate event that a parcel is confirmed as lost by the courier (confirmed by the courier), we will issue a full refund or send a replacement, based on your preference.
    

How to Start a Return or Exchange

We’re here to help every step of the way! Here’s what to do:

📩 Contact Us – Email customercare@babiesmart.com.au or start a chat with our support team.
📝 Provide Details – Share the reason for your return. If the item is damaged or defective, include photos or videos.
📦 Follow Instructions – We’ll provide a return label and detailed instructions.

Returns During Holiday & Promotional Periods

We understand that you may occasionally change your mind about a purchase, even during Black Friday, Cyber Monday, and Clearance Sales.

Please note that for change-of-mind returns on items purchased during these sales:

• We can issue a store credit, with a $12 fee deducted to cover the return shipping.

• We can also process a refund, with a $25 fee deducted to cover the return shipping and handling.

• All returns are subject to approval and must be in their original, resellable condition.

Our standard policy for damaged, defective, or incorrect items remains in effect. We will always resolve these issues at no cost to you.

International Customers (Excluding Australia)

• Damaged, Defective, or Incorrect Items: We are committed to making things right. If an item arrives damaged, defective, or incorrect, we will promptly send a replacement.

• Change-of-Mind Returns: Customers are responsible for return shipping costs.

Contact Us

If you have any questions or concerns about our return and refund policy, feel free to email us at customercare@babiesmart.com.au.

Thank you for choosing BabiesMart! We’re dedicated to providing the best shopping experience for you and your little one. 😊