Refund policy

Returns & Cancellation Policy


Returns Policy

Baby Deluxe is committed to ensuring that your shopping experience is not only enjoyable but also compliant with the Australian Consumer Law. Our return policy is designed to provide you with the necessary protections and options under the law. 

Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You have the right to a replacement or refund for a major failure, and compensation for other reasonably foreseeable loss or damage of the product.  Additionally, you are entitled to have the goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure. If the issue is minor, we reserve the right to offer repair services only, and we may choose not to offer a refund or a store credit. 

We also reserve the right to request detailed proof as we may have to refer to the supplier. 

Change of Mind Returns 

If you change your mind about a purchase, or purchased incorrect items or sizes, we understand. Here are the details for such returns:

  • You have 30 days (after the product arrived) to return your items for a store credit, as long as the item is returned in a saleable condition.
  • To be considered in a saleable condition, the item must not have been opened or used, it should still be in its original packaging, both the outer and inner packaging should be undamaged upon return, and all manuals, packaging, and accessories must be included.
  • The original postage is not refundable or not part of the store credit.
  • Return postage with tracking shipping services to our warehouse in Melbourne is borne by the customer. 
  • Re-stocking & handling fee of $8 applies per item. 

To initiate a return, please contact our customer service team via our contact page. They will provide you with instructions on how to proceed.

Please note that customers are responsible for return shipping costs and we request to use a trackable shipping service. We are not responsible for lost or damaged returns.

Exclusions

Please note that certain items may be excluded from this return policy due to their nature. Refer to the list below for exclusions:

  • Dummy & Teething items
  • Plates, Cups, Bottles, Spoons & Forks
  • Baby nose cleaner
  • Nursing Pillows
  • Gift Cards
  • Sale items
  • Breast Pumps 

At Baby Deluxe, we take pride in offering quality products and a shopping experience that prioritizes your rights as a consumer. If you have any questions or require assistance with a return, please do not hesitate to contact our dedicated customer support team. Your satisfaction is our top priority, and we are here to help you navigate the return process in accordance with Australian Consumer Law.

This policy is subject to change without notice.

We reserve the right to refuse returned items if the items do not comply with our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items, we cannot issue a store credit or refund. We strongly suggest you send your returns using a traceable method.

Cancellation Policy 

At Baby Deluxe, we strive to process and ship your orders as promptly as possible. We understand that circumstances may change, and you may need to cancel your order. Please review our cancellation policy below:

1. Requesting a Cancellation

If you wish to cancel your order we kindly request that you contact us as soon as practicable after placing your order. You can do this by sending an email to our customer support team at hello@babydeluxe.com.au. We appreciate your promptness in making cancellation requests.

2. Cancellation Outcome

When you request a cancellation for your order, we will provide you with a Credit Voucher for the amount you paid for the product(s). Please note that this credit voucher will not be issued as a cash refund but can be used for future purchases, providing you with flexibility and convenience.

Please also note that if the product has already been processed at our 3rd party logistics in Melbourne and the collection by a courier company has been arranged, we may not be able to cancel the order. Or an additional cost may be deducted from the credit voucher as we get charged by the logistics company.  

3. Refund Consideration

Refund requests for orders will only be considered at our discretion.  We aim to accommodate your requests in a fair and reasonable manner.

4. Post-Dispatch Cancellation

Once an order has been dispatched, our cancellation policy may not apply. Generally our wareshouse ships out on the following day or two if the order was received by 4:00pm in Victoria time. In such cases, we recommend referring to our Returns process, which is outlined in our Returns Policy. 

5. Special Order or Sales Items

Please note that products described as ‘special order’ or items that are not typically stocked or sales items may not be eligible for cancellation. Special order products are procured based on specific customer requests and are subject to unique conditions. Feel free to contact our customer support team for further clarification regarding the cancellation of such items.

At Baby Deluxe, we value your satisfaction and are committed to providing you with a transparent and accommodating cancellation process. If you have any questions or require assistance with a cancellation request, please do not hesitate to reach out to our customer support team via Email – hello@babydeluxe.com.au We’re here to ensure that your shopping experience is as smooth and enjoyable as possible.

Faulty Items 

If the item received is defective or damaged, please contact our customer service team immediately. We may require further information (i.e. pictures) as we may have to liaise with the supplier first.

Where item is found to be faulty due to manufacturers fault we will issue a full refund or replacement at no additional cost. Depending on the condition we reserve the right to determine the level of compensation. As a reseller we are required to comply with what the supplier manages and decides. 

Please also note that imperfect packaging, minor damage to the package during the shipping or any unsatisfactory matters associated with the packages are not subject to the refund or store credit.  

Manufacturer’s Warranty 

Certain products are subject to the manufacturers warranty. If you need to claim a manufacturer warranty within the period (commencing from the date of order) please contact us at hello@babydeluxe.com.au. Depending on the items and circumstances, the shipping cost to return the item may or may not be borne by the manufacturer. We are unable to confirm prior to discussing with the manufacturer.

 

Thank you for choosing at Baby Deluxe as your trusted online shopping destination. We look forward to serving you and meeting your needs with our wide range of quality products.