Terms & Conditions of Contract to Purchase

Returns Policy

1. Have a fault that could not have known about at the time of purchase and it is established it was not caused after the sale
2. Are not the same as the description provided by the salesperson or advertisement.
3. Are significantly different to the description or sample shown at the time of purchase.

If you have received a product that has a fault immediately out of the box, please keep the box so that it can be returned easily – we do not pay for replacement packaging.

Please note that it may be necessary for us to return the goods to the manufacturer for testing in order to determine whether or not you are entitled to a repair, exchange or refund. Please allow 1-2 weeks for return and testing to take place.

Please NOTE: As we are a baby store, we understand that our customers want the best for their baby / child and only want brand new products that have never been used or opened and are straight from the manufacturer. For this reason and to protect your health and safety and the health and safety of others, we do not refund or exchange for “change of mind or making an incorrect choice” purchases. Our staff are unable to break this policy due to our guarantees we make that all items are brand new and never used and straight from the manufacturer.

Illustrations

The images, pictures, illustrations found on this site are for illustration purposes only, do not necessarily represent the exact products, services, ideas in the context they are found in. It is the buyer’s responsibility prior to purchase to clarify with the seller.

Colours

Despite every effort to accurately duplicate each product’s colour when scanned to our website or provided by the manufacturer in most cases, actual colours may vary. This can be due to monitor and/or video card differences. As most baby furniture is stained to show the natural timber look and not painted, slight colour variations might occur between different batches. These run to run variations are common to the manufacturing process, within industry tolerances. They are not defects. Due to these variations we recommend that when identical products and colours are to used as a set(eg. a cot and a change table), that they all be ordered at the same time. We cannot be responsible for variances in these circumstances.

Timber Products

When opening timber products such as furniture, like all new products that have been carefully wrapped in protective packaging, naturally occurring gases may accumulate. What you may smell is a build-up of gas dissipating. This is a naturally occurring process and is safe. For those extra acutely aware of smell, you may also smell the residue of fumigation. Manufacturer’s are required to fumigate all furniture products by Australian law and these services are highly regulated for safety by the Australian Government.

All of the cots are low VOC, So there is nothing toxic in the cots or the paint that is dangerous. The smell can be the result of fumigation, which is a mandatory requirement of the Australian Government who select the product for fumigation and the fumigation service suppliers to ensure they are suitable. All timber products imported into Australia undertake the same fumigation. The smell will dissipate with time and airing of the room. We are assured that they are safe for use by the Australian Customs Authority.

FREE GIFT CARDS/STORE CREDIT

From time to time, we may offer free store credit’s / online gift cards if you spend $X in a single order.

Terms and conditions apply to those store credit’s / gift cards given away as per our website which are detailed below:

You can use the gift card / store credit to purchase anything in our online store.

• VOUCHERS CAN ONLY BE USED WITHIN 2 MONTHS OF ISSUE DATE.
• PRICE MATCHING IS NOT AVAILABLE ON GIFT CARDS CURRENT MARKED PRICES APPLY AT THE TIME OF USE.
• GIFT VOUCHERS, GIFT CARDS, RETURNED GOODS OR CANCELLED ORDERS, ARE EXCLUDED FROM THIS OFFER.
• NOT VALID ON EXISTING OR CANCELLED ORDERS OR IF YOU RAISE A DISPUTE AFTER MAKING A PURCHASE WITH YOUR FINANCIAL INSTITUTION – IT WILL BE CANCELLED.
• IF YOU CLAIM A REFUND AFTER ACCEPTING THE GOODS, THE VALUE OF THE GIFT CARD WILL BE SUBTRACTED FROM THE REFUND AS APPROPRIATE.
• 1 PER CUSTOMER
• OFFER CAN END AT ANY TIME, AT OUR DISCRETION
• CANNOT BE USED IN CONJUNCTION WITH ANY OTHER OFFERS OR COUPON CODES

Unacceptable Conduct

We do not tolerate abusive, threatening, coercive or extortionary conduct toward our staff, business or brand.

We will not provide discounts, refunds, replacements or other benefits where a customer attempts to obtain them by threatening negative reviews, complaints, disputes or reputational harm.

Where such conduct occurs, we reserve the right to suspend communication, cancel orders, refuse future service and, where appropriate, refer the matter to relevant authorities.

This policy does not affect your rights under the Australian Consumer Law. Legitimate warranty or fault claims will continue to be handled in accordance with the law.

Cancellation for change of mind / making an incorrect choice:

You are not entitled to a refund, credit or replacement if:

Except where required under the Australian Consumer Law, you are not entitled to a refund, exchange or credit if:

• You change your mind about the product;
• You make an incorrect choice;
• You later find the same or a similar product at a lower price elsewhere;
• A defect or fault was drawn to your attention before purchase, including where goods are clearly described as seconds, ex-display, faulty or damaged;
• You ordered the incorrect item or duplicated an order;
• The fault was caused after delivery, including through misuse, mishandling, incorrect assembly, or failure to follow manufacturer instructions; or
• The packaging has been damaged in transit, but the goods themselves are not faulty or damaged. Packaging exists to protect the goods and is not part of the product.

This policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.

We reserve the right to refuse, cancel or limit orders where there has been a clear error, misuse of promotions, breach of these Terms and Conditions, or where required to comply with our legal, regulatory or payment processor obligations.

Cancellation of Orders

If your order has not yet been dispatched, you may request a cancellation in writing via our online help desk.

If a cancellation is approved, a cancellation fee of 20% of the total order value (including product, freight and any other charges) will apply.

This cancellation fee applies regardless of the stage of order processing.

This cancellation fee is fixed and non-negotiable.

Orders that have already been dispatched cannot be cancelled.

Delay In Availability Or Delivery Of Goods

You agree and acknowledge that:

• We do not guarantee the delivery or availability of Goods within the time frames set out on our website or otherwise specified by any of our staff;
• Events outside our control may cause delays, in some circumstances, prevent your Goods from being delivered or available for pick-up in store;
• As we are dependent upon our suppliers to provide stock, we cannot guarantee availability at all times. You acknowledge and agree that, from time to time, certain goods may be out of stock or unavailable.
• Delays are particularly likely to occur around Black Friday, Christmas, Easter and public holidays; and
• Except to the extent expressly set out in these Terms and Conditions or otherwise required by law (including, without limitation, the Australian Consumer Law), neither we nor any of our agents will be liable to you, any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of any delay in delivery of the Goods to you or delay in the availability of Goods for pick up in store, whether in contract, negligence or any other tort, equity, restitution, strict liability, under statute or otherwise at all.

Pick up from Store

If you choose to pick up your Order in store, once the Goods are available for collection, you will receive a  notification by email or phone.

When picking up Goods from the nominated store:

• Only the person who made the purchase, their authorised nominee, may pick-up in-store Goods ordered.
• You, your authorised nominee, must bring the “Ready for Collection” email
• You, your authorised nominee, must provide photo identification (current drivers licence or passport) to store staff to verify that you are the purchaser. We may take a copy of this identification for fraud prevention purposes.  The copy will not be used by us for any other purpose;
• Store staff may also check your signature against the signature on any credit/debit/payment card used to purchase the Goods. You must therefore ensure that you bring this card when picking up the Goods; and
  Store staff have the right to refuse collection of Goods if you, your authorised nominee, cannot or will not satisfy the requirements set out above. In this event our Store Staff will contact the person who placed the Order using the contact details provided.

Procedure for the Returning of Items

You can return the DOA or faulty item to us with the following steps :

• Submit a ticket using our online help desk with the details of the purchase and the reason of return.
• A staff member will issue you with a Return Authorised Number (RA). Please ensure you attach the Faulty Return Form in your return package. It will enable us to process your return promptly.
• Some items may require you to go to the post office to send it back.
• We will send a replacement unit, repair or refund once we have received your return item and it has been assessed accordingly.

We take pride in supplying quality products. If goods are found to be faulty, as a result of manufacturing defect, you must contact us as soon as reasonably possible in writing (by submitting a ticket on our help desk online). We will then work out the best way to rectify this.

We reserve the right to assess the condition of returned goods prior to offering a repair, exchange or refund. This may result in the product being sent away for assessment and a repair, exchange or refund being refused.

Freight costs for returned products for repair will be the customer’s responsibility in line with the ACL. Your product will be assessed upon arrival. The product will be repaired or replaced as per the manufacturer’s warranty and inline with the ACL If the returned product is not deemed a manufacturer fault, all costs involved will be incurred by the customer, including return postage. All manufacturer warranties exclude wear and tear and damage due to incorrect use.

We will not provide a refund or replace a product that has been misused, mishandled or incorrectly assembled or serviced. It is the responsibility of the customer to ensure that all instructions and advice or warnings given by the manufacturer or supplier are followed.

We reserve the right to re-calculate the refund value of items that were purchased as part of a value package offer.

Placing Your Order

You may place an Order by filling in the Order Form on our Web Site and completing the payment process.

When you place your Order, you will be issued with a transaction number. This is done by PayPal or the other payment processor you choose in the checkout by email.

By placing an Order, you make an offer to us to purchase the Products you have selected based on the Terms and Conditions on our website. Information contained on our website constitutes an invitation to treat. No information on our website constitutes or should be deemed as an offer by us to supply any Products; however we will make every effort to supply Products to you. We will notify you that your order is being processed by sending you an Order Confirmation via email; however, we do not formally accept your offer until your order has passed our internal validation procedures for verifying the bona fides of each order placed, for the purpose of preventing credit card or payment fraud. You may be required (and agree) to provide a copy of photo ID with your correct address details to prove you are the cardholder before we dispatch your order. We and our affiliates reserve the right to refuse service, terminate accounts, remove or edit content, cancel orders in their sole discretion. We will confirm acceptance of your order when we send you an email confirming shipment of the goods you have ordered. If we cannot process or accept your Order after payment is received we will contact you by email or telephone.

If you have any questions re returns, please feel free to submit a ticket on our help desk for more information.