Refund policy

Last updated: April 2025

Applicable to: Australia

At Be My Baby, we want you to shop with confidence. This policy outlines your rights and our obligations when it comes to returns and refunds. It applies to all purchases made through shopbemybaby.com.

1. Your Rights Under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes or modifies any rights you have under the ACL.

2. Change of Mind Returns

We offer a 30-day change of mind return policy from the date you receive your order.

To be eligible for a change of mind return, the item must be:

  • Unused and in its original condition
  • In its original, undamaged packaging with all accessories, manuals and parts included
  • Accompanied by proof of purchase

The following are not eligible for change of mind returns:

  • Items that have been used, assembled or installed
  • Items with damaged, missing or opened packaging
  • Items without proof of purchase

Return shipping costs for change of mind returns are the responsibility of the customer. We recommend using a tracked postage service, as we cannot accept responsibility for items lost or damaged in transit.

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed within 5 business days to your original payment method.

3. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us within 30 days of receiving your order.

Depending on the nature of the fault, we will offer:

  • A full refund to your original payment method, or
  • A replacement of the same product, or
  • A free repair

For major failures as defined under the ACL, you may choose between a refund or replacement. For minor failures, we will arrange a free repair or replacement at our discretion.

Where a product is large, heavy or difficult to return (for example, a pram or high chair), we will arrange and cover the cost of return shipping or collection for faulty or damaged items. For smaller items, we will provide a prepaid return label upon approval.

4. Wrong Item Received

If you receive an item that is different from what you ordered, please contact us within 30 days of receiving your order. We will arrange for the correct item to be sent to you and cover all return shipping costs for the incorrect item. A full refund is also available if you prefer.

5. Order Never Arrived

If your order has not arrived within the estimated delivery window, please first check the tracking information provided in your shipping confirmation email. If your order is shown as delivered but has not been received, or has not moved in tracking for more than 5 business days, contact us at support@shopbemybaby.com and we will investigate with the courier on your behalf.

If your order is confirmed as lost in transit, we will offer you a full refund or a replacement at no additional cost.

6. Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@shopbemybaby.com. We will do our best to cancel your order before it is dispatched.

If your order has already been dispatched, cancellation is not possible and the standard change of mind return process applies once you have received the item.

If your order has not yet been dispatched, a full refund will be processed to your original payment method within 5 business days.

7. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

  • Email us at support@shopbemybaby.com with your order number, the item(s) you wish to return, and the reason for your return.

  • For faulty, damaged or incorrect items, please include clear photos or a short video showing the issue.

  • Our customer support team will respond within 2 business days with return instructions.

  • Once your return is received and assessed, your refund or replacement will be processed within 5 business days.

Do not send items back without first contacting us, as unauthorised returns may not be accepted.

8. Refund Method and Timeframe

All approved refunds are returned to the original payment method used at checkout (credit card, debit card and Shop Pay.). We are unable to issue refunds to a different payment method or as store credit unless agreed otherwise.

Please allow up to 5 business days for the refund to be processed from our end. Your bank or payment provider may take additional time to reflect the refund in your account.

9. Contact Us

For all returns and refund enquiries:

Email: support@shopbemybaby.com

We aim to respond to all enquiries within 2 business days. Our customer support is available Monday to Friday.

 

This policy is subject to change. Any updates will be reflected on this page with a revised date.