RETURNS & EXCHANGE

RETURNS & EXCHANGES
At Whole Bubs, we want you to shop with confidence. Please read the following policy carefully to understand your rights under the Australian Consumer Law and our obligations regarding returns, exchanges, refunds and warranty claims.
Please note: We reserve the right not to offer a refund where permitted by law.
1. RETURNS
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. For minor failures, we reserve the right to offer a repair.
All refund rights under State and Commonwealth law apply.
Change of Mind Returns
You have 14 days from the date of purchase to return eligible items for an exchange or store credit (some exclusions apply).
Returned items must:
  • Be accompanied by proof of purchase.
  • Be unopened, unused and unassembled.
  • Be in their original sealed packaging.
  • Include all manuals, accessories and packaging.
  • Be in a condition suitable for resale.
Whole Bubs reserves the right to apply a restocking fee of up to 20% to approved returns.
Any Gift with Purchase must also be returned with the main item.
If proof of purchase cannot be provided, we reserve the right to refuse the return. At our discretion, we may issue a store credit to the current value of the item less a restocking fee of up to 20%.
Excluded Change of Mind Items
The following items cannot be returned for change of mind:
  • Car seats (whether in original packaging or not).
  • Mattresses where the plastic covering has been removed or damaged.
  • Head pillows, body pillows and nursing/feeding pillows (for hygiene reasons).
  • Special order or non-stock items.
  • Baths, bath aids, potties and toilet training aids.
  • Feeding and drinking products with broken seals or without protective packaging.
  • Teething toys without protective packaging.
  • Bras, undergarments and personal products intended to be worn against the skin.
  • Baby carriers, sleeping bags, swaddles, wraps and other hygiene products.
  • Gift cards (including lost gift cards).
  • Products with broken seals or missing original packaging.
  • Furniture items without prior approval.
Important Notes
  • Delivery charges are non-refundable.
  • Customers are responsible for return shipping costs.
Please note that payment providers charge Whole Bubs non-refundable transaction fees once an order has been processed, even if the order is later cancelled or refunded. As these fees are not returned to us by the payment provider, approved refunds would be processed less a 4% transaction fee to help offset these costs. Whole Bubs does not retain these charges as additional profit.
Refunds, Repairs and Exchanges
Whole Bubs may provide a refund, repair, exchange or store credit where:
  • The item is faulty or not of acceptable quality.
  • The item is not fit for its intended purpose.
  • The item does not match the description or sample.
  • An incorrect item has been supplied.
Display stock, floor stock and clearance items are not eligible for return unless they are faulty and the fault was not disclosed at the time of purchase.
Proof of Purchase
Returns, refunds, repairs or exchanges must be accompanied by one of the following:
  • Original register receipt or online tax invoice (order confirmations are not accepted).
  • Bank statement or credit card statement.
  • Online proof of purchase, including PayPal or Afterpay statements.
If satisfactory proof of purchase cannot be provided, Whole Bubs may, at its discretion, provide an exchange or store credit for the current value of the item, provided the item is in resaleable condition and currently stocked.
Without proof of purchase, Whole Bubs reserves the right to deduct between 10% and 30% from the current retail price, as the item may have originally been purchased during a sale or with a VIP discount.
2. FAULTY ITEMS
If you believe an item purchased from Whole Bubs is faulty, we may need to refer the product to the manufacturer for assessment to determine whether a repair, replacement or refund is appropriate.
Both Whole Bubs and the manufacturer reserve the right to inspect the product.
Where a manufacturing fault is confirmed, the remedy provided (repair, replacement or refund) will be determined in accordance with the Australian Consumer Law.
Proof of purchase is required.
Repair costs may apply where damage has resulted from misuse, accidental damage or neglect.
Manufacturer's Warranty
Manufacturer warranties are provided in addition to your rights under the Australian Consumer Law.
Warranty periods vary between products and commence from the date of invoice, not the date of first use.
For warranty claims, customers are responsible for:
  • The cost of returning the product to Whole Bubs; and
  • The cost of shipping the repaired, replaced or refunded product back to them.
Additional manufacturer warranty conditions are specific to each product.
Cancellation of Orders and Laybys
Orders may be cancelled, excluding special order items, provided they have not yet been shipped, collected or delivered.
A cancellation fee of 20% of the total order value will apply.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law.