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Refund/Exchange

We expect that you and your kids will love our products, but occasionally things will go wrong. If this is the case please notify us as soon as you notice the problem and we will try to fix, replace or refund you as quickly as possible.

If you are planning to return or exchange an item purchased online, please follow these easy 3 steps:

STEP 1:

Simply notify us of your request for return/exchange by emailing us at  sales@bratsnrugrats.com.au. We will provide you with the address to return your purchase, a Return Authorisation Number.

STEP 2:

Pack the product in its original, unused, re-saleable condition, original packaging. Please be as thorough as possible to help speed up the exchange/refund process.
(See below for "how to pack your returns parcel").

STEP 3:

On receipt of your package we will organize your refund/exchange and you will receive email confirmation of refund/exchange. 
(See "Refund" and "Exchange" below for more details).

    
Please note that we are unable to return or exchange special orders or gift vouchers

 

How to pack your returns parcel:

  • All item/s must be in new condition. Any item/s which are considered to be "used" will be returned back to you and we will be unable to refund your money.  
  • Ensure that the product is packaged securely, we reserve the right to refuse refund/exchange for any damage to the product in transit as a result of poor packaging.   
  • Your returns package must be received by us within 7 days from the date of original delivery to you.
  • Return postage cost is the responsibility of the sender except in the case where the wrong order has been fulfilled or the product was faulty, in which instance we will cover the postage costs of returning the item/s and also resending the correct order back to you.
  • All returns must be posted using a traceable parcel service such as Registered Post.

 

Refunds:

  • Where a refund is requested and approved, we will credit your original method of payment with the price of the returned product/s (excluding shipping charges).
  • Refunds are processed within 5 working days of receipt of the returned item, followed immediately by an email to you as confirmation of the refund.

Exchanges:

  • Where an exchange is requested and approved we will send out a new item/s.
  • If the exchange is due to a manufacturing fault we will deliver the new item/s to you free of charge and we will refund to you the postage costs of returning the item/s.
  • If the exchange is due to change of mind or incorrect sizing you will be charged our standard delivery charge.