Refund policy

Thank you for shopping at babybooe.shop.

We want customers to shop with confidence. This Return and Refund Policy explains how babybooe.shop handles change-of-mind returns, exchanges, faulty or damaged products, incorrect items, missing products, refunds, and remedies available under the Australian Consumer Law.

This Policy applies to products purchased directly through babybooe.shop.

Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, remedy, condition, warranty, or liability that cannot lawfully be excluded under the Australian Consumer Law or any other applicable consumer-protection law.

1. Contact Information

For all return, exchange, refund, damaged-product, faulty-product, or incorrect-item enquiries, contact:

Store: babybooe.shop
Website: babybooe.shop
Email: info@babybooe.shop

Please include your order number in all order-related communications.

2. Australian Consumer Law

Products supplied to Australian consumers come with statutory consumer guarantees that cannot be excluded.

Products must generally:

Be of acceptable quality
Be safe and reasonably durable
Be fit for their ordinary purpose
Be fit for a particular purpose communicated to and accepted by the seller
Match their description
Match any applicable sample or demonstration model
Meet applicable express representations
Be supplied with clear title and without undisclosed security interests

Depending on the circumstances, a customer may be entitled to repair, replacement, refund, cancellation, compensation, or another remedy where a product does not meet an applicable consumer guarantee.

These statutory rights apply independently of our voluntary change-of-mind return policy.

3. Thirty-Day Change-of-Mind Returns

In addition to statutory consumer rights, babybooe.shop accepts eligible change-of-mind return requests submitted within 30 calendar days after the customer receives the product.

A change-of-mind return includes circumstances where:

The customer selected the wrong size
The customer selected the wrong colour
The product does not suit the customer’s preferred style
The customer no longer wants the product
The product does not provide the customer’s preferred fit
The customer ordered the product by mistake
The customer purchased more products than required

To request a change-of-mind return, contact info@babybooe.shop within 30 calendar days after delivery.

The product must then be returned according to the instructions provided by our customer service team.

4. Conditions for Change-of-Mind Returns

To qualify for a voluntary change-of-mind return, the product must be:

Unworn, except for a reasonable indoor fitting
Unwashed
Unused
Unaltered
Undamaged
Free from stains, marks, makeup, fake tan, deodorant, perfume, smoke, pet hair, or other odours
Returned with original tags and labels attached
Returned with all accessories and components supplied with it
Returned in its original packaging where reasonably possible
In a condition suitable for resale

Customers may carefully try on clothing indoors to assess its size and fit.

A product must not be worn outdoors, worn to an event, washed, altered, or used in a way that causes deterioration.

We may refuse a voluntary change-of-mind return where these conditions have not been met. This does not affect any remedy required for a faulty, unsafe, damaged, incorrect, or misdescribed product.

5. Starting a Return

Contact info@babybooe.shop before sending any product back.

Your return request should include:

Your full name
Your order number
The email address used during checkout
The product you wish to return
The size and colour of the product
The reason for the return
Photographs where the product is faulty, damaged, incorrect, or materially different from its description

After reviewing your request, we will provide:

Return authorisation
Return instructions
The authorised return destination
Any applicable shipping instructions
Additional information reasonably required to process the return

Do not return a product before receiving return instructions.

6. Authorised Return Destination

Products must be returned only to the address confirmed in writing by our customer service team.

Do not send a return to:

The address printed on the original parcel
The address shown on the original shipping label
A carrier sorting facility
Shopify
A payment processor
A warehouse not authorised by babybooe.shop

The original dispatch address may not be equipped to receive or process returns.

Returns sent to an unauthorised destination may be delayed, rejected, lost, or returned to the sender.

7. Return Deadline After Authorisation

After return instructions have been issued, the product should be sent within the period stated in those instructions.

Customers should not intentionally delay a return after receiving authorisation.

A return may be rejected under our voluntary change-of-mind policy where it is dispatched substantially outside the authorised period without a reasonable explanation.

This does not remove statutory rights that apply to a product failure.

8. Change-of-Mind Return Shipping

Customers are responsible for the direct cost of returning an eligible change-of-mind product.

Return shipping costs for change-of-mind returns are not refundable.

We recommend using a tracked shipping service that provides:

A tracking number
A postage receipt
Proof of dispatch
Proof of delivery
Appropriate loss or damage protection

A customer-arranged change-of-mind return remains the customer’s responsibility until it is delivered to the authorised return destination.

babybooe.shop is not responsible for a customer-arranged return that is lost, damaged, or misdirected before delivery to the authorised destination.

9. Return Shipping for Faulty or Incorrect Products

Where a product is faulty, damaged before delivery, incorrectly supplied, materially different from its description, or otherwise fails to meet an applicable consumer guarantee, babybooe.shop will provide an appropriate return arrangement or reimburse reasonable return costs where required by law.

Contact info@babybooe.shop before paying to return a faulty or incorrect product.

Depending on the circumstances, we may provide:

A prepaid return label
Carrier collection instructions
A reimbursable standard return method
Another reasonable return arrangement

Where the customer pays an authorised return cost, we may request a postage receipt before reimbursement.

We are not required to reimburse an unnecessarily expensive premium shipping service where a reasonable standard service was available and the premium service was not authorised.

10. Proof of Purchase

We may request reasonable proof that the product was purchased from babybooe.shop.

Acceptable proof may include:

Order confirmation
Order number
Payment receipt
Dispatch confirmation
Email address associated with the order
Payment transaction record
Customer-account order history
Other reasonable evidence of purchase

The original packaging is not necessarily required for a claim under the Australian Consumer Law.

However, original packaging may be required for a voluntary change-of-mind return where retaining it is reasonable and it forms part of the product’s resale condition.

11. Inspection of Returned Products

Returned products may be inspected before a voluntary refund or exchange is approved.

The inspection may verify:

Product identity
Purchase information
Product condition
Tags and labels
Signs of wear or washing
Stains, odours, or contamination
Alterations
Damage caused after delivery
The reported fault
Whether all accessories were returned
Whether the correct product was returned

Inspection will not be used to unreasonably delay or avoid a valid statutory remedy.

12. Faulty Products

A potential fault may include:

Significant stitching failure
Broken or defective fastenings
Holes or tears present at delivery
Material fabric defects
Incorrect construction
Unsafe components
A product that cannot reasonably be used for its ordinary purpose
A product that materially fails to match its description

Normal wear and tear, minor fabric characteristics, or damage caused after delivery do not necessarily constitute a product fault.

Each claim will be assessed according to the product, price, age, expected use, care instructions, nature of the problem, and applicable consumer guarantees.

13. Major Product Problems

A product may have a major problem where:

A reasonable consumer would not have purchased it if they had known about the problem
It is substantially unfit for its ordinary purpose and cannot easily be made fit within a reasonable time
It is unfit for a particular purpose disclosed before purchase and cannot easily be made fit within a reasonable time
It is significantly different from its description, sample, or demonstration model
It is unsafe
Multiple minor problems together would have prevented a reasonable consumer from purchasing it

Where a product has a major problem, the customer may be entitled to choose between:

A refund
A replacement of the same type and similar value

The customer may also choose to keep the product and request compensation for the reduction in its value where applicable.

The customer may be entitled to compensation for other reasonably foreseeable loss or damage caused by the product failure.

14. Minor Product Problems

Where a product problem is minor and can be fixed within a reasonable time, babybooe.shop may choose to provide an appropriate remedy, including:

Repair
Replacement
Another suitable correction

If the product cannot be repaired or otherwise remedied within a reasonable time, the customer may become entitled to a refund, replacement, or another remedy available under applicable law.

For clothing, the appropriate remedy will depend on the nature of the defect and whether repair is practical, safe, and reasonable.

15. Damaged Products

Please inspect your parcel and products as soon as reasonably possible after delivery.

If a product arrives damaged, contact info@babybooe.shop and provide:

Your order number
A description of the damage
Clear photographs of the product
Photographs of the outer packaging
Photographs of any damaged internal packaging
A photograph of the shipping label

Please retain the product and packaging while the matter is reviewed.

Photographs help us investigate the issue with the carrier or fulfilment provider. A request for photographs does not remove or restrict any statutory consumer right.

16. Incorrect Products

A product you did not order
The wrong design
The wrong size
The wrong colour
An incorrect quantity
A product intended for another customer

Do not wear, wash, alter, discard, or return the incorrect product before receiving instructions.

Where babybooe.shop supplied the wrong product, we will provide an appropriate remedy and will cover reasonable return costs where required.

17. Missing Products

Products from the same order may occasionally be shipped separately.

Before reporting a missing product, review the order confirmation and available tracking information to determine whether another parcel remains in transit.

If all expected parcels have been delivered and a product is still missing, contact info@babybooe.shop and provide:

Your order number
The missing product
The products received
Available tracking numbers
Photographs of the parcel and shipping label where available

We will review the fulfilment and delivery records and provide an appropriate remedy.

18. Products That Do Not Match Their Description

Contact us if a product is materially different from the description, specifications, images, colour, or measurements displayed when the order was placed.

Minor variations may occur because of:

Photography lighting
Screen settings
Fabric texture
Manual measuring methods
Pattern placement
Reasonable manufacturing tolerances

A minor variation does not automatically mean that the product fails to match its description.

This does not affect your rights where the difference is material or where the product information was inaccurate or misleading.

19. Size and Fit

Sizing may vary between products, styles, fabrics, and manufacturers.

Customers should review the size guide and garment measurements before placing an order.

Where a product matches the ordered size and published measurements but does not provide the customer’s preferred fit, the return will generally be handled as a change-of-mind return.

A product may qualify for a statutory remedy where:

It is labelled with the wrong size
Its measurements materially differ from the published measurements
The sizing information was materially inaccurate
It was represented as suitable for a disclosed purpose but is not suitable

20. Colour Variations

We make reasonable efforts to display product colours accurately.

Actual colours may vary slightly because of:

Screen calibration
Display brightness
Photography lighting
Fabric texture
Image processing
Dye-batch differences

A minor colour variation may not constitute a product fault.

A significant difference from the colour ordered or represented may qualify for an appropriate remedy.

21. Exchanges

Eligible customers may request an exchange for another available size, colour, or product.

Exchanges are subject to:

Return eligibility
Product availability
Inspection of the returned product
Applicable price differences
Applicable consumer rights

We cannot guarantee that replacement stock will remain available while the original product is in transit.

Where a direct exchange is unavailable, the customer may return an eligible product for a refund and place a new order.

For a voluntary change-of-mind exchange, the customer is responsible for returning the original product.

Where an exchange is required because the original product is faulty or incorrectly supplied, reasonable shipping costs will be handled according to applicable law.

22. Refund Method

Approved refunds will normally be issued to the original payment method used for the purchase.

Refunds may be returned to:

The original payment card
The original PayPal account
The original digital wallet
The original payment account
Another method agreed with the customer where the original method is unavailable

A legally required monetary refund will not be replaced with store credit or a gift card unless the customer voluntarily agrees.

23. Refund Amount

For an approved statutory refund, the amount may include:

The price paid for the affected product
Applicable taxes paid to babybooe.shop
Original delivery charges where reimbursement is required by law
Reasonable return costs where reimbursement is required by law
Other amounts required by applicable consumer law

For an approved voluntary change-of-mind return:

The eligible product price will be refunded
Customer-paid return shipping will not be refunded
Optional premium delivery charges will not be refunded unless required by law
Any discount applied to the product will be reflected in the refund

Where only part of an order is returned, the refund will relate to the eligible returned product and any additional amount required by law.

24. Refund Processing Time

After an eligible return is received and inspected, we will notify the customer whether the voluntary return has been approved.

Approved refunds are generally submitted to the original payment provider within 10 business days after approval.

After we submit a refund, the customer’s bank, card issuer, PayPal account, digital-wallet provider, or other payment provider may require additional time to display the funds.

Payment-provider processing times are outside our direct control.

Contact info@babybooe.shop if more than 15 business days have passed since we confirmed that a refund was issued.

Statutory remedies will be processed without unreasonable delay and within any period required by applicable law.

25. Partial Refunds

A partial refund may be offered or agreed where:

The customer chooses to keep a product with a minor issue
The customer accepts compensation for a reduction in value
Only part of an order is returned
An agreed accessory or component is missing
A voluntary return has lost value because of handling beyond a reasonable fitting
The customer and babybooe.shop agree that a partial refund is appropriate

We will not impose a partial refund where the customer is legally entitled to reject a product and receive a full refund for a major problem.

26. No Restocking Fee for Statutory Claims

babybooe.shop does not charge a restocking, administration, assessment, or processing fee for a valid remedy required under the Australian Consumer Law.

No fee will be used to reduce a customer’s statutory refund entitlement.

27. Sale and Discounted Products

Sale, discounted, promotional, and clearance products remain covered by the Australian Consumer Law.

A product is not excluded from a statutory remedy merely because it was purchased:

During a sale
With a discount code
At a reduced price
As part of a promotion
From a clearance collection

A refund for a discounted product will be based on the amount actually paid.

Where a specific defect was clearly disclosed before purchase and the customer purchased the product with knowledge of that defect, that disclosed issue may not provide a basis for a remedy. Other undisclosed problems remain subject to applicable consumer guarantees.

28. Hygiene-Sensitive Products

For genuine health and hygiene reasons, the following products may be excluded from our voluntary change-of-mind return policy after their protective seal, hygiene strip, or packaging has been removed:

Underwear
Lingerie
Swimwear
Bodysuits
Hosiery
Earrings
Cosmetics
Other genuinely hygiene-sensitive products

This exclusion applies only to voluntary change-of-mind returns.

It does not remove rights relating to products that are faulty, unsafe, damaged, incorrectly supplied, misdescribed, or otherwise fail to meet a consumer guarantee.

29. Personalised and Altered Products

Products made, printed, embroidered, or altered according to a customer’s individual instructions may be excluded from voluntary change-of-mind returns.

This may include products that have been:

Personalised
Custom printed
Custom embroidered
Specifically altered
Produced in a non-standard specification requested by the customer

This exclusion does not apply where the product is faulty, damaged, unsafe, incorrectly produced, or materially different from the agreed specifications.

30. Gift Cards

Gift cards are not refundable for change of mind after issue, except where required by law.

This does not prevent an appropriate remedy where:

The gift card was issued incorrectly
The transaction was unauthorised
The gift card cannot be used because of a fault for which babybooe.shop is responsible
Applicable law requires another remedy

A refund for a product purchased using a gift card may be returned to the gift card or provided through another lawful method.

31. Promotional Gifts

Where a free promotional gift was supplied because the order met stated promotion conditions, the gift should be returned when the entire qualifying order is returned for change of mind.

If the promotional gift is not returned, we may deduct its clearly disclosed reasonable value from a voluntary change-of-mind refund where legally permitted.

This section does not limit statutory rights relating to faulty products.

32. Normal Wear and Tear

A product may not qualify for a statutory remedy where the issue was caused solely by:

Normal wear and tear
Accidental damage after delivery
Improper use
Failure to follow clear care instructions
Incorrect washing or drying
Exposure to unsuitable chemicals
Deliberate damage
Unauthorised alteration
Improper storage
Use beyond the product’s intended purpose

We will assess the circumstances before determining whether a problem resulted from a product failure or customer-caused damage.

33. Care Instructions

Customers should follow the care instructions provided on:

Product labels
Product pages
Packaging
Care guides
Written instructions supplied with the product

Damage caused solely by failing to follow clear and reasonable care instructions may not constitute a product fault.

This does not affect rights where the care instructions were inaccurate, inadequate, or the product was already defective.

34. Refused and Unclaimed Parcels

Refusing delivery or failing to collect a parcel does not automatically complete a return or cancellation request.

Customers should also contact info@babybooe.shop and explain the reason for refusal or non-collection.

A returned parcel will be reviewed after it reaches the appropriate facility.

Where the failed delivery resulted solely from inaccurate customer-provided information, refusal without a valid reason, or failure to collect the parcel, reasonable shipping costs may be deducted from a voluntary refund where legally permitted.

No deduction will be made where the delivery failure resulted from an error by babybooe.shop or a carrier acting on our behalf.

35. Returns Lost in Transit

For customer-arranged change-of-mind returns, the customer remains responsible for the parcel until it is delivered to the authorised return destination.

Customers should retain:

The postage receipt
Tracking number
Shipping confirmation
Proof of delivery

Where babybooe.shop provides a prepaid return method for a faulty or incorrect product, responsibility for the return will be handled according to the supplied instructions and applicable law.

36. Order Cancellations

Contact info@babybooe.shop immediately if you wish to cancel an order before dispatch.

We will make reasonable efforts to process the request, but cancellation cannot be guaranteed after fulfilment has started.

If an order has already been dispatched, the customer may request a return after delivery under this Policy.

Any statutory cancellation rights remain unaffected.

37. Payment Disputes and Chargebacks

We encourage customers to contact info@babybooe.shop before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

Starting a chargeback does not remove statutory consumer rights.

However, pursuing a refund through babybooe.shop and a payment provider at the same time may delay resolution while the payment provider investigates the transaction.

We may provide relevant order, delivery, communication, and refund records to the payment provider when responding to a dispute.

38. Fraudulent or Abusive Returns

We may investigate suspected return fraud, including:

Returning a product not purchased from babybooe.shop
Substituting a different product
Deliberately damaging a product
Providing falsified photographs
Submitting duplicate refund claims
Returning an empty or incomplete parcel
Repeatedly wearing and returning clothing
Misusing promotional offers
Falsely claiming non-delivery after receipt

We may reject a fraudulent claim and take reasonable steps to protect our business and customers.

Nothing in this section permits us to reject a genuine claim or avoid a remedy required by law.

39. International Customers

Customers outside Australia may have additional mandatory rights under the laws applicable in their country or region.

Nothing in this Policy excludes any mandatory consumer right that cannot lawfully be excluded.

For voluntary international change-of-mind returns, the customer is responsible for return shipping, customs documentation, taxes, duties, and carrier arrangements unless otherwise agreed.

Where an international return concerns a faulty or incorrectly supplied product, costs will be handled according to applicable law.

40. Complaints

To submit a complaint concerning a return or refund, contact:

info@babybooe.shop

Please include:

Your full name
Order number
Email address used during checkout
A detailed description of the issue
The outcome you are requesting
Relevant photographs, documents, or correspondence

We will review complaints in good faith and seek a fair resolution.

Submitting a complaint directly to babybooe.shop does not prevent a customer from exercising any external right or remedy available under applicable law.

41. Changes to This Policy

We may update this Return and Refund Policy to reflect:

Changes to our products
Changes to return procedures
Changes to service providers
Changes to Shopify functionality
Operational improvements
Legal or regulatory developments

The updated Policy will be published on babybooe.shop with a revised “Last updated” date.

Changes will not retroactively reduce rights attached to an order that has already been accepted.

The version applicable to a voluntary return will generally be the version published when the order was placed, unless a later version provides more favourable terms.

42. Contact Us

For return, exchange, refund, faulty-product, damaged-product, incorrect-product, or consumer-guarantee enquiries, contact:

babybooe.shop
Website: babybooe.shop
Email: info@babybooe.shop

Please include your full name, order number, and a clear description of your request.

We will review your enquiry and respond as soon as reasonably possible during normal business days.

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