Refund policy
Return Period
Babyroos offers a 14-day return period on eligible items. The return period begins from the date you receive your order.
Free Returns
We provide free returns within the 14-day return window for all eligible items in their original condition.
Return Conditions
To be eligible for a return, your item must be:
- In the same condition that you received it
- In the original packaging
- With all tags and labels attached
- Accompanied by the original receipt or proof of purchase
Return Process
- Contact our customer support team at hello@babyroos.au to initiate your return
- Our team will provide you with a return authorisation and instructions
- Package your item securely with all original packaging and components
- Ship the item back to the address provided in the return instructions
Refund Options
- Product Defect or Incorrect Item: Full refund to your original payment method
- Change of Mind: Store credit for the full purchase amount (excluding shipping fees)
- Damaged by Customer: We do not provide refunds or store credit for items damaged by customer.
Non-Returnable Items
The following items cannot be returned:
- Items marked as "Final Sale"
- Personal care items that have been opened or used
- Gift cards
- Personalised or custom-made items
- Items damaged due to misuse or improper care
Exchanges
If you wish to exchange an item for a different product, please follow the regular return process and place a new order for the desired item. We'll process your return as store credit which you can use toward your new purchase.
Return Shipping
For returns due to product defects, incorrect items shipped, or other errors on our part, Babyroos will cover the cost of return shipping. For returns due to change of mind or customer preference, you are responsible for return shipping costs.
Processing Time
Once we receive your return, we will inspect the item and notify you of the status of your refund. If approved, your refund will be processed within 5-7 business days. Refunds may take an additional 2-5 business days to appear in your account, depending on your payment provider.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us at hello@babyroos.au within 48 hours of receiving your order. Please include photo and video of the damaged item and packaging to help expedite your claim.
Questions?
If you have any questions about our return policy, please contact our customer support team:
- Email: hello@babyroos.au
- Response time: Within 24-48 hours