BabiesMart SoftSteps Baby Play Mat DIY Build Your Color Combination

Our 60-Day Easy Returns Policy

At BabiesMart, your happiness is our priority. If your purchase isn't the perfect fit, our simple and hassle-free 60-day return policy is here to help. We'll gladly work with you on an exchange, store credit, or refund.

Changed Your Mind? No Worries!

We get it, sometimes it's just not quite right. If you've changed your mind, you can return your item within 60 days of purchase. Here are your options:

• Free Exchange: Swap your item for a different size, colour, or product.

• Full Store Credit: Receive a gift card for the full amount to use on a future purchase. It never expires!

• Refund: Get a refund back to your original payment method.

A Few Simple Conditions:

• Condition: To be eligible, items must be in their original, unused condition with all tags and packaging intact, ready for their next home.

• Return Shipping: For change-of-mind returns, the customer covers the cost of return shipping.

• Restocking Fee: A small 15% restocking fee (min. $15) only applies if an item is returned used, opened, or is no longer in a resalable condition. Nearly 99% of our customers who return items in good condition never pay this, as we understand that minor cosmetic damage to the box during shipping is normal and does not affect your return eligibility

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! Here’s how we can fix it:

🔹 Free Replacement – We’ll send you a replacement at no cost.
🔹 Full Store Credit – If you prefer, we can issue full store credit for the value of the item.

🕒 Faulty or damaged items must be reported within 14 days of receiving your order for assessment. Claims made after this period will be handled under warranty coverage (if applicable).

🚚 We Cover Return Shipping for These Cases

Refunds

Refunds are only offered if an exchange or store credit is not suitable.

💰 How Refunds Work:
✔ Processed within 1–3 business days after we receive and inspect the returned item.
✔ Refunds will reflect in your account depending on your bank or card issuer’s processing times.
✔ Return shipping costs deduction applies to refunds if paid by BabiesMart.

Important Notes & Return Guidelines

📌 Timely Returns:
🕒 Items must be returned within 21 days of receiving return instructions.

📌 Expired Return Labels:

• If a return label expires, we can reissue a new label upon request.
• If the item is not returned within 21 days of the second label, the return may be canceled, and a refund/store credit may no longer be available.

📌 Pre-Approval Required:

• Returns sent without prior approval may not be accepted.

📌 Delayed Returns:

• If a return is not tracked or dropped off within 21 days, but we’ve granted an extension, we can provide a new return label.
• However, if the item still isn’t returned after this extension, additional restocking costs may apply.

Shipping-Related Returns & Delivery Delays

1. Incorrect or Incomplete Addresses

If a parcel is returned to us due to an incorrect or incomplete address provided at checkout:

✅ We can re-ship the parcel (re-shipping fees apply).
✅ Or, we can issue a store credit minus the return shipping cost.

2. Delivery Delays – We’re Here to Help!

We work with reliable couriers, but sometimes delays happen. Here’s how we handle it:

✅ Parcel Recovery: If a parcel is delayed beyond normal transit times, we will recover it at our expense before proceeding with any resolution.
✅ Discount Coupon Option: Customers can choose to keep the order and receive a discount coupon as compensation for the delay.
✅ Full Store Credit Option: If the delay exceeds 30 business days (confirmed by the courier), customers can choose to return the parcel for a full store credit or refund.

We’re committed to working closely with our customers to resolve delivery issues quickly and fairly.

Exchanges – The Fastest & Easiest Solution!

We always recommend exchanges for a quick and hassle-free resolution! Whether you need a different size, colour, or model, let us know—we’ll arrange an exchange as soon as we receive the original item.

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.

Holiday & Promotional Periods

We understand that customers may occasionally change their minds, even during Black Friday, Cyber Monday, and Clearance Sales.

📌 Change-of-Mind Returns During These Periods:
✔ Accepted but subject to a $20 return charge.
✔ A restocking fee may apply for items not in resaleable condition (minimum $15).
✔ Only store credit will be issued for change-of-mind returns during these periods.

📌 Damaged, Defective, or Incorrect Items:
✔ Returns for these issues will continue to be honoured as per our standard policy.

International Customers (Excluding Australia)

📦 Only Damaged, Defective, or Incorrect Items are Replaced.
❌ No Change of Mind Returns for International Customers.

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. 😊