Returns & Exchanges
Returns and Exchanges – Instore and Online
Please see our policies regarding returns below – including exchanges, Cancellations, change of mind, or faulty items including manufacturer’s warranty.
We reserve the right not to offer a refund.
Please read the following so that you are aware of your rights under the policy and our obligations to you.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This entitles you to a replacement or refund only for a major failure and compensation for any other reasonably foreseeable damage or loss. If the failure is minor the goods fail to be of acceptable quality and the failure does not amount to a major failure you are entitled to have a repair or replacement. We may offer a repair only. We reserve the right not to offer a refund. (See – Faulty Items)
Returns for Change of mind
You have 30 days to return your items (some exclusions apply, see below) for an exchange or store credit as long as items are returned in a saleable condition and with original proof of purchase. (by saleable condition we mean the item hasn’t been opened or used, the Item is still in its original undamaged packaging, tags, seals and labels attached) Items must be returned with supplied accessories, including any free gifts or bonuses.
Return fees – All large ticket items purchased in store or online incur a 20% cancellation, administration and restocking fee. All returns purchased with Afterpay & Zipmoney will incur a minimum 5% cancellation, administration and restocking fee.
Change of mind items excluded
These items may not be returned for change of mind
- Car Seats (whether in original packaging or not)
- Mattresses (if the covering is broken or removed)
- Special Order / Non-stocked items
- Head, Body, feeding Pillows (for hygiene reasons)
- Personal products that are indented to be worn against the skin
- Perishables, Swimwear, Special occasion, Sleeping bags, Swaddle wraps, Hats, and headbands.
- Any Drinking or Feeding items (with broken seals or not sold with protective packaging) including Breast pumps.
- Baths / Bath Aids / Potty’s / Toilet Training Aids
- Teething Toys (not sold with protective packaging)
- Gift cards and Credit notes (cannot be replaced if lost or stolen)
- Any product that has a broken seal or is not in its original undamaged packaging
- Note: There are no exchanges or returns on Display stock, Floor stock or Clearance items. There are no exchanges or returns on Special Edition or Limited Edition items, so please consider your purchase carefully before confirming.
Our Sales and promotions are subject to certain exclusions.
Excluded items include our Everyday Low Price range Clearance items, Car Seat fittings, Existing Layby’s & Gift Cards. All offers exclude items already on promotion or sale. You can only use one promotion or special offer per transaction. (Not in conjunction with any other offer).
Proof of Purchase
If you can’t provide proof of purchase, we reserve the right to refuse the request for a return. All returns, refunds, exchanges or repair requests must be accompanied by a proof of purchase document. ( It is your, the consumers’ responsibility to keep and produce a receipt )
Need help with returning an item – If you need assistance with your return, please contact us as soon as possible (within 30 days) We will advise you on how we can best assist.
Note – Postage and delivery charges are non-refundable.
Postage and shipping charges are payable by you the customer when returning items.
Postage and delivery charges paid for online purchases are not refundable.
Lay-by Cancellation Policy
Cancelling or returning items purchased on a Lay-by will incur a cancellation, administration and re-stocking fee. The fee is calculated at 20% of the initial lay-by value.
If you believe an item you have purchased from Babyroad is faulty, we may need to contact the manufacturer for assessment to determine whether or not you are entitled to a repair, exchange or refund. We, Babyroad 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 a manufacturing fault, you will be offered a repair, exchange, or refund (as determined by the Manufacturer under the guidelines of the Australian Consumer Law). A Babyroad receipt will be requested and is required as proof of purchase. You may be charged for repairs if the product has been accidentally damaged through misuse or neglect. You may be offered a loan product in the interim until a resolution with the Manufacturer has been reached.
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 Babyroad and for the cost of having it delivered to you from Babyroad after a repair or exchange (as the case may be) or refund.