Returns and Exchanges

We want our customers to be happy with their HipKids purchase so we have a comprehensive Return & Exchange policy to assist you.

We have a Change of Mind Return Policy in addition to your rights under the Australian Consumer Law (including any rights in respect of faulty items).

Assembly of your Product

We request that customers inspect all the components of the product before commencing assembly, especially if you are buying a special item for Christmas.

Please do not attempt assembly if you believe products are damaged or missing.

Contact HipKids at customercare@hipkids.com.au and email photos of your concerns.

If you do not intend to open or use the product for some time, we do request that you inspect the components within 7 business days of receiving order, or as soon as possible, so we can assist you if necessary. 

Christmas 2024 Extended Return Period

Purchases that are made from 1st November 2024 will have an extended return period to the 10th January 2025 for a change of mind return.

How do I return a product?

We offer a 30-day money back guarantee on our online purchases and 30 days for our retail store purchases for Change of Mind returns. T&C's apply.

If you have changed your mind and would like to return products in your order, please email customercare@hipkids.com.au within 30 days of the invoice/receipt.

Please provide your order number and any relevant photos and our team will be able to assist you.

Return T&C's

• Products purchased on sale or as a part of a promotion cannot be returned as a Change of Mind return
• Gift Vouchers are non refundable and cannot be exchanged
• Loyalty Points are not reimbursed if an item is returned
• Personalisation products cannot be returned or exchanged as a Change of Mind return
• Any special order brands ie: Boori & Mustard Made cannot be returned or exchanged as a Change of Mind return
• See below for more details on Gift Exchanges

Can I cancel my order?

If your order has not been processed, you may be able to cancel your order.

Please contact us at hello@hipkids.com.au as quickly as possible to see if we can cancel the order.

If the order has already been processed and is ready to ship from one of our warehouses, you will need to refer to the Change of Mind return policy.

My item is damaged  – what do I do?

Please refer to our Warranty page for more details.

Please ensure you report any damages prior to assembly of the product.

Please contact HipKids as soon as possible for assistance.

The cartons in my order look like they have been damaged in transit – what do I do?

Please refer to our Warranty page for more details.

Please contact HipKids as soon as possible for assistance.

For beds, mattresses, cubbies & other oversized items, please refer tour Warranty page for more details.

My item is faulty – what do I do?

Refer to our Warranty page

I have received the incorrect product – what do I do?

Please email customercare@hipkids.com.au immediately once you know you have been sent the incorrect product.

Please provide photos in the email of the carton and the product & shipping labels on the carton you have received.

HipKids will send you the correct product when:

• We have received the original (incorrect) product from you. All returns are to be taken by customer to your local Australia Post Office. HipKids will provide a Reply Paid label so there is no cost the customer to return the incorrect item
• The returned (incorrect) product is in its original factory packaging, unused, unassembled and in its original resalable condition.
• Correct item will be sent to the original address on order, unless otherwise agreed to in writing

Change of Mind Returns:

Online Orders:

If you have changed your mind and want to return an item you have purchased online:

• This can be done up to 30 days from the date of the purchase
• If the item/s meet the return criteria, the product can be refunded, less shipping charges
• Refunds will be processed within 3-5 business days from the item being received at our office.

Mattresses

HipKids mattresses have 30-day money back satisfaction guarantee.

If you are not satisfied with the comfort or quality of your HipKids mattress, you may be entitled to your money back.

Mattresses that are soiled or damaged during use will not be accepted.

Customers are responsible for the return and cost of the return of the mattress to HipKids for a Change of Mind return.

Please email customercare@hipkids.com.au for more details.

Surrey Hills Retail Store:

If you have changed your mind and want to return an item you have purchased in our retail store:

• This can be done up to 30 days from the date of the purchase
• If the item/s meet the return criteria, the product can be refunded

All Change of Mind return products must meet the following criteria:

• The goods must be unused, unassembled and in the original factory packaging (the product & packaging must be in suitable condition to resell)
• The original packaging must not be damaged
• Proof of Purchase must be provided
• Any Gift with Purchase (GWP) that was received with the original order will also need to be returned. If this is not returned, the customer will be charged for the retail price of the  Gift with Purchase (GWP).

Change of Mind return goods must be returned to our office at the expense of the customer.

We suggest using Australia Post to return the goods and emailing HipKids the tracking number so we can efficiently process your return.

Returned parcels must have customer information and order number included.

The goods will be assessed once they are received at our office.

If the product and/or packaging have been damaged in transit due to inadequate care repackaging the item on its return to HipKids, the refund amount will incur a 25% re-stocking fee (of the original purchase price).

A $15 handling inspection fee will be applied to all change of mind returns.

If the returned product meets the criteria, a refund less original shipping charges & handling fee will be processed within 3-5 business days.

The refund will be processed using the original method of payment.

Gift Returns and Exchanges

If you have received a gift that was purchased at HipKids, this may be able to be exchanged only.

There are no refunds on gift returns as a Change of Mind return.

You will need to provide the original purchaser details so that we can confirm your proof of purchase.

Please notify HipKids as soon as possible so we can assist you.

Gift return or exchanges are considered a Change of Mind return and must meet the same criteria as listed above.

Please email customercare@hipkids.com.au for more details about Change of Mind Returns or Gift Returns/Exchanges

Bed, Cubbies and oversized items

Beds, Cubbies and other oversized items may be returned within 15 days of the delivery date. as a Change of Mind return.

Please note any Change of Mind return of these items is subject to the same Change of Mind return criteria, including the return delivery courier costs being the responsibility of the customer.

Any request to return these items must be in writing to customercare@hipkids.com.au