Returns & Refunds Policy

At nuzzlebub customer satisfaction and product safety are important priorities.

We aim to provide clear product information and a fair process for resolving problems with purchases.

This Returns & Refunds Policy explains how customers can request returns, exchanges, refunds and other available remedies.

All requests are assessed in accordance with applicable consumer protection laws, including the Australian Consumer Law where applicable.

1. Our Commitment

We understand that purchasing products for babies and children requires care and confidence.

If a product arrives damaged, is faulty, differs from its description or otherwise fails to meet applicable consumer guarantees, we encourage customers to contact us.

We will review the circumstances and provide the remedy required by law.

Nothing in this policy limits consumer rights that cannot legally be excluded.

2. Australian Consumer Guarantees

Australian consumers have important protections under the Australian Consumer Law.

These guarantees may require products to be:

• Of acceptable quality.

• Safe and durable.

• Fit for any disclosed purpose.

• Consistent with their descriptions.

• Consistent with samples or demonstrations where applicable.

• Accompanied by relevant legal remedies when these guarantees are not met.

Where a product has a major failure, customers may be entitled to reject the product and choose a refund or replacement, subject to applicable law.

For a non-major failure, the seller may be entitled to provide an appropriate remedy within a reasonable time.

Where the law provides additional remedies, those rights remain available.

3. Change-of-Mind Returns

A change-of-mind return occurs when a customer no longer wants an item despite the product being correctly supplied and meeting applicable consumer guarantees.

Our voluntary change-of-mind policy is:

[Insert your actual change-of-mind return period and eligibility conditions, or state clearly if change-of-mind returns are not offered.]

Any voluntary return conditions must be clearly disclosed and applied consistently.

Change-of-mind arrangements are separate from statutory rights relating to faulty, unsafe, damaged, misdescribed or otherwise non-compliant products.

4. Products Eligible for Return

For voluntary change-of-mind returns, eligibility may depend on the conditions stated at the time of purchase.

Where a voluntary return is offered, relevant factors may include:

• Whether the request is made within the stated period.

• Whether the product is in acceptable condition.

• Whether original accessories are included.

• Whether the product has been used.

• Whether hygiene or safety considerations apply.

• Whether the item falls within a disclosed promotion or category restriction.

These conditions do not override mandatory consumer guarantees.

A product does not lose its statutory protections merely because its packaging has been opened.

5. Hygiene and Safety Considerations

Some baby and children's products may require additional consideration because of hygiene or safety.

For example, items intended for personal care, feeding or close contact with infants may not be suitable for resale after use.

Where legally permitted, these circumstances may affect voluntary change-of-mind returns.

However, an applicable hygiene restriction cannot be used to deny a consumer's legal remedy for a faulty, unsafe or misdescribed product.

6. Damaged Products

If an item arrives damaged, please contact customer support as soon as practical.

Customers should describe the problem and provide their order reference.

Photographs of the item or packaging may be useful for assessing transport damage.

If an item is unsafe, especially where it is intended for a baby or child, please stop using it.

We will review the issue and provide an appropriate repair, replacement, refund or other remedy as required by applicable law.

7. Faulty or Defective Products

If a product does not function as reasonably expected or shows a manufacturing defect, customers should contact us.

We may ask for relevant details about the issue, such as:

• The product name.

• Order reference number.

• A description of the fault.

• When the fault appeared.

• Relevant photographs or other reasonable supporting information.

We will assess the matter in accordance with applicable consumer guarantees.

The appropriate remedy depends on the nature of the failure and the customer's legal rights.

8. Incorrect Items Received

If you receive a product different from the one ordered, please contact our customer support team.

We will investigate the error and determine an appropriate solution.

Depending on the circumstances, this may involve supplying the correct product, arranging a return or providing a refund.

Where the mistake is ours, customers will not be required to pay costs that applicable law requires us to cover.

9. Missing Items

If your parcel arrives without an item included in your order, please review the shipment information first.

Some orders may be delivered in separate packages.

If all expected shipments have arrived and an item is still missing, contact us with your order details.

We will investigate and arrange an appropriate remedy.

10. How to Request a Return

To submit a return or refund enquiry, use the customer support channel listed on our website.

Please include your order reference, product name and a brief explanation of the request.

Our team may ask for additional relevant information to identify the order and assess the issue.

For approved physical returns, we will provide the necessary return instructions.

Customers should not send products to an unconfirmed address.

The return destination may depend on the product, fulfilment arrangement and reason for return.

11. Return Shipping Costs

Return shipping responsibility depends on the circumstances and applicable law.

For voluntary change-of-mind returns, the customer may be responsible for return postage if that condition has been disclosed and is legally permitted.

Where a product fails to meet consumer guarantees, the seller's obligations regarding return, collection and associated costs will be determined by the relevant legal requirements.

For bulky or difficult-to-return products, special collection arrangements may be required.

We will provide relevant instructions based on the individual circumstances.

12. Product Inspection

Returned items may be inspected to confirm their condition and assess the reported issue.

The inspection process may help determine whether a repair, replacement, refund or another remedy is appropriate.

We will not impose unreasonable inspection requirements or use inspection procedures to remove mandatory consumer rights.

13. Refund Methods

Where a refund is approved or required by law, we will arrange payment using an appropriate refund method.

Where practical, refunds may be issued through the original payment channel.

If that method is unavailable, an alternative lawful method may be arranged.

Refund processing time can depend on the payment provider, banking arrangements and individual circumstances.

Estimated refund processing period:

[Insert your actual refund processing timeframe]

We will not delay a refund unreasonably where the customer is legally entitled to it.

14. Exchanges

An exchange may be available when a customer wishes to replace an eligible product with another available option.

Voluntary exchanges are subject to our disclosed eligibility arrangements, product availability and any applicable price differences.

Where a replacement is required under consumer law, the customer's legal rights take priority over voluntary exchange conditions.

15. Sale and Discounted Products

Products purchased during sales or promotional campaigns remain protected by applicable consumer guarantees.

A discounted price does not automatically remove the right to a remedy for a faulty, unsafe or misdescribed product.

Separate voluntary change-of-mind conditions may apply to promotional purchases if legally permitted and properly disclosed.

16. Product Misuse

Products should be used according to manufacturer instructions, safety warnings and intended purposes.

Damage caused solely by misuse, unauthorised modification or use contrary to clear instructions may affect whether a statutory guarantee has been breached.

Each situation will be assessed on its facts and applicable law.

17. Baby Product Safety

If a baby or children's product appears unsafe, discontinue use immediately.

Keep the affected item away from children until the issue has been investigated.

We take reports of potential safety issues seriously.

Where a product is subject to a safety recall or other legal corrective action, relevant instructions and remedies will be provided as required.

18. Gifts and Purchases Made for Others

Customers purchasing products as gifts should retain relevant order information.

Gift-related requests may require verification of the original purchase.

Any applicable legal rights and refund requirements will continue to apply.

19. Order Cancellations

Customers may request cancellation before dispatch.

Whether cancellation can be completed depends on order status, applicable purchase terms and legal rights.

If a cancellation is accepted, any applicable refund will be processed through an appropriate payment method.

Where an order has already been dispatched, further return arrangements may be necessary.

20. Complaints and Dispute Resolution

If you are dissatisfied with the handling of a return or refund request, you may ask for the matter to be reviewed.

Please provide the order details and an explanation of the concern.

We aim to assess complaints fairly and communicate the available resolution options.

Customers retain the right to seek assistance from relevant consumer protection authorities or pursue legal remedies where appropriate.

21. Changes to This Policy

We may revise this policy to reflect business changes, product categories, fulfilment processes or legal requirements.

The current version will be available on our website.

Policy changes do not retrospectively remove mandatory rights or remedies connected with earlier purchases.

22. Contact and Assistance

For return, exchange, warranty or refund enquiries, please use the support channels published on our website.

We encourage customers to retain their order confirmation and relevant purchase information.

We appreciate your trust and are committed to handling genuine product concerns fairly, responsibly and in accordance with applicable consumer law.