Refund policy
60-Day Money-Back Guarantee:
We offer a 60-day money-back guarantee for all products purchased directly from our websites - babiesmart.com.au, babiesmart.co.nz, and babiesmart.nz. We are committed to your satisfaction and aim to make your return process hassle-free.
Hassle-Free Returns:
- Damaged or Defective Products: If your product is damaged or defective, you can request a resolution within 60 days of purchase. Please provide proof of the damage or defect when you contact us. If your claim is approved, we will primarily resolve the issue with a replacement or store credit. Refunds will be made only if the item is out of stock or upon special approval from our customer service team. We will cover the return shipping costs for damaged or defective items.
- Delivery Issues: If your package is not delivered within 45 days from the shipping date despite providing a correct address, we will issue a full refund or store credit/gift card based on your preference.
60 Days Return Policy:
- Change of Mind: If you change your mind, you can return the item at your own expense. Once we receive the product back, we will issue a store credit/gift card/refund for the total purchase value.
- Order Cancellation: If you wish to cancel your order before it is shipped, we can help you cancel the order and issue a full refund.
Shipping Related Returns:
- Address Changes: If you need to change the address before shipping, please email us at customercare@babiesmart.com.au. If the item is already shipped, you are responsible for the re-shipment costs.
- Incorrect or Incomplete Address: If a package is returned due to an incorrect or incomplete address provided by you and you request a refund instead of re-shipping, we will issue a store credit minus the shipping costs.
No Change of Mind During Promotional Periods:
- Purchases made during promotional periods or clearance are not eligible for change-of-mind returns. However, our 60-day money-back guarantee still applies to items on sale unless specified otherwise for special promotion periods.
Return Conditions: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
How to Start a Return Process:
- Contact us at customercare@babiesmart.com.au or initiate a chat with our customer support.
- Provide your refund reason and, for faulty or damaged items, including photos or videos.
- Upon confirmation from our support team, you'll be given a return address. Please note, that customers are liable for their return shipping costs unless the item is faulty or incorrect.
Important Notice: Guidelines for Processing Returns
When you initiate a return with us, please be aware of the following key steps and timelines to ensure a smooth return process:
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Timely Return: Once your return case is created and a return label is provided, it is crucial to send back the item within 21 days. This timeframe helps us manage returns efficiently and update our inventory accurately.
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Expired Label: If more than 21 days have elapsed since the return label was issued, the label will no longer be valid. We understand that sometimes delays can occur, so if you find yourself outside of this 21-day window, please don't worry.
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Reaching Out for Assistance: In such cases, simply get in touch with our team again. If your item is still within our overall return policy period, we are happy to assist by providing a new return label or finding another suitable solution for you.
Return Approval: Returns must be approved before sending them back. We will provide a return shipping label and instructions on how and where to send your package. Items sent back must first request a return to be accepted.
Damages and Issues: Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items: Certain types of items cannot be returned, like perishable goods, custom products, personal care goods, hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges: For the fastest service, return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds: Once we’ve received and inspected your return, we will notify you about the refund approval. If approved, refunds are processed within 2-3 business days after receiving the item. The amount will be credited back to your original payment method. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us.
Contact Us: For any questions or concerns about our return and refund policy, please contact us at customercare@babiesmart.com.au.