60-Day Returns at BabiesMart

At BabiesMart, we want you to love your purchase. If something isn't quite right, we've made our returns & refunds policy simple and fair.

Please note: Personal hygiene and skin-contact items — such as teether toys, soothers/pacifiers, breast pumps, nursing pads, nursing bras, clothing, and pram hanging toys — have a 14-day return window and special conditions described below.

We're here to help with exchanges, replacements, store credit or refunds to make things right.

Change of Mind Returns – 60 Days

Changed your mind? No problem — you can return most items within 60 days. (Some items have a 14-day window or are excluded; see below.) For change-of-mind returns, the choice is yours:

Option 1 — Store Credit (free return): Choose store credit, and we'll send you a free return shipping label — we cover the return cost, and nothing is deducted.

Option 2 — Exchange (always free): Ordered the wrong item, or want a different size, colour, or product? Exchanges are always free. We'll send you a free return shipping label and send your new item out at no extra delivery cost.

• If the new item is the same or similar value, it's a straight swap — nothing more to pay.
• If it costs less, we'll refund you the difference.
• If it costs more, we'll simply collect the difference before we ship.

Option 3 — Refund (return shipping covered by you): Prefer a refund to your original payment method? You cover the return shipping, and you can choose how:

• Use our prepaid label — we'll email you an Australia Post return label and deduct a flat $25 from your refund to cover it.
• Send it your own way — drop it at any Australia Post outlet, or compare couriers at interparcel.com.au (no account or contract required) and use whichever is cheapest. Nothing is deducted from your refund — you simply pay your carrier directly.

Return Condition: Items must be in original, resellable condition with all packaging and tags intact.

Why return shipping changed: We've always covered the cost of sending your order to you, and we always will. However, Australia Post has significantly increased return costs recently — return fees have more than doubled, on top of surcharges of around 19% — so we're no longer able to absorb the cost of change-of-mind returns. Choosing store credit or an exchange is the easiest way to avoid any return cost. Faulty, damaged, or incorrect items are always returned at our expense — the above applies to change-of-mind returns only.

Please note — Clearance & Sale Items: Change-of-mind returns on clearance and sale items are accepted only if the item is unopened and in its original sealed condition. Opened or used clearance and sale items cannot be returned for change of mind. For an eligible (unopened) item, store credit and exchanges are free; if you choose a cash refund, a 15% restocking fee applies in addition to return shipping.

Hygiene & Skin-Contact Items

For health and hygiene reasons, items that are put in a baby's mouth or worn against the skin — such as teether toys, soothers/pacifiers, breast pumps, nursing pads, nursing bras, clothing, and pram hanging toys — cannot be returned once opened or used. This is a strict, no-exceptions rule.

These items can only be returned within 14 days of delivery if they are completely unopened, unused, and in their original sealed packaging with all tags intact.

(If one of these items is genuinely faulty, that is handled separately — we'll always take care of you under the "Received a Damaged, Defective, or Incorrect Item?" section below.)

Opened or Used Items: If a non-hygiene item is returned not in resaleable condition, a restocking fee of 15% (or a minimum of $15) may apply to cover handling costs.

99% of Customers Do Not Incur a Restocking Fee! Minor cosmetic damage to the box during shipping is normal and does not affect your return eligibility. Outside of clearance and sale purchases, a restocking fee only applies if the product has been used, is missing parts, or is not in resaleable condition.

Return Deadlines (Change-of-Mind Returns)

Deadline: For change-of-mind returns, the item must be returned and received at our facility within 60 days of your return being approved. We'll send you a friendly reminder along the way. If we do not receive the item within this 60-day window, your change-of-mind return request will be automatically closed.

Late Returns: If you need an extension, just let us know beforehand and we'll do our best to help. If a change-of-mind return is sent late without prior arrangement and reaches us after the 60-day window, a $20 late return fee may be deducted from your refund to cover the additional handling involved.

(Note: The 60-day deadline and the $20 late fee apply to change-of-mind returns only — they never apply to faulty, damaged, or incorrect items. However, where we ask for a faulty item to be sent back, it does still need to be returned: your refund or replacement is completed once we receive it, so the item can't be kept in addition to the remedy. There is no return fee for faulty items, and timing is always based on when you lodge the parcel — see "Return Timeline" below.)

Eligibility for Returns

To qualify for a change-of-mind 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.
• It must not be a hygiene/skin-contact item that has been opened or used (these cannot be returned for change of mind under any circumstances).
• If it was bought on clearance or during a sale/promotional period, it must be unopened and in its original sealed condition.

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 sorry if something isn't right with your order, and we'll make it right quickly and at no cost to you for any genuine fault. Your rights under the Australian Consumer Law always apply.

• Arrived damaged or incorrect? Please let us know within 14 days of delivery (a quick photo or video helps) so we can sort it out fast.
• A fault that develops later? All our products are covered by a 12-month warranty — just contact us any time within that period and we'll make it right. Your Australian Consumer Law rights may also apply beyond this period, depending on the product.

Most issues are quick fixes. Things like a bent or broken rod, a missing screw or fitting, or a loose part are easily resolved — we'll get you sorted fast by sending the replacement part, or, where needed, a replacement item, free of charge. This is almost always the quickest way to have your product working perfectly again.

If an item genuinely can't be put right, we'll arrange a suitable replacement or refund and cover any return shipping required. Just let us know, and we'll take care of it.

Faulty clothing and hygiene items: our standard remedy is a replacement. If we're unable to replace the item, we'll provide a refund.

One Resolution Per Item: To keep things clear and fair, we provide one resolution for each issue. If you choose a replacement and it arrives in good working order, that resolves the matter. If you choose a refund and the item is returned, the matter is resolved. We're not able to provide both a replacement and a refund for the same item. 

How to Report: Contact us as soon as you notice the problem — within 14 days for damage or an incorrect item on arrival, or any time within the 12-month warranty period for a fault that develops later — with a quick description (and a photo or video if you can) to start the process.

Important Return Guidelines

Pre-Approval is Required: To ensure your return is processed smoothly, please do not send any items back without first contacting us to receive instructions (and a return label, if you've chosen one). Returns sent without pre-approval may not be accepted.

Return Timeline: All approved returns must be dropped off or lodged with a carrier within 21 days of your return being approved. Timing is based on when you lodge the parcel — once it's on its way to us, any courier transit time or delay is the courier's responsibility, not yours, so you're fully covered. Change-of-mind returns not lodged within 21 days may be cancelled. A faulty-item return won't be cancelled for timing — but the refund or replacement is completed once we receive the item back.

Shipping & Delivery Issues

Incorrect Address: If your order is returned to us due to an incorrect or incomplete address provided at checkout, we can either re-ship the parcel (re-shipping fees will apply) or issue a store credit minus the shipping costs incurred. Please note: all couriers charge shipping costs for returning a parcel to the sender.

Delivery Delays & Lost Parcels

We understand how frustrating delivery delays can be. We're here to help!

Proactive Tracking: If your parcel has not had a tracking update in 5 business days, we can initiate an inquiry with the courier to ensure a smooth process.

Significant Delays: If your parcel is delayed beyond 30 business days, you can choose to receive a coupon as compensation or return the order at our cost for a full refund.

Lost Parcels: In the unfortunate event that a parcel is confirmed as lost by the courier, we will issue a full refund or send a replacement, based on your preference.

How to Start a Return or Exchange

We're here to help every step of the way! Here's what to do:

1. Contact Us – Email customercare@babiesmart.com.au or start a chat with our support team.
2. Provide Details – Share the reason for your return. If the item is damaged or defective, include a photo or video.
3. Follow Instructions – We'll confirm your options and provide a return label or instructions.

Returns During Holiday, Promotional Periods & Clearance

During major sale periods — such as Black Friday, Cyber Monday, EOFY, and Clearance Sales — change-of-mind returns are accepted only if the item is unopened and in its original sealed condition. Opened or used items bought during these periods cannot be returned for change of mind.

For eligible (unopened) sale-period returns:

• Store credit or exchange: free return label — nothing deducted.
• Refund: a 15% restocking fee applies, plus return shipping (our prepaid label at a flat $25, or send it yourself with your own carrier).

Our policy for damaged, defective, or incorrect items remains in effect at all times. We will always resolve genuine faults at no cost to you, and your Australian Consumer Law rights are never affected by sale or promotional pricing.

International Customers (Excluding Australia)

Damaged, Defective, or Incorrect Items: We are committed to making things right. If an item arrives damaged, defective, or incorrect, we will promptly arrange a replacement or refund.

Change-of-Mind Returns: Customers are responsible for return shipping costs.

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.