Returns and Exchanges

Please inspect your product and all components before assembly, particularly if you’re purchasing an item in advance for a birthday, Christmas or another special occasion.

If anything appears damaged, faulty or missing, please do not assemble the product. Contact our Customer Care team and include photos so we can assist you.

If you don’t plan to use or assemble your purchase straight away, we recommend checking the contents within 7 business days of delivery, or as soon as possible.

Customer Care: customercare@hipkids.com.au

Eligible online and in-store purchases can be returned within 30 days of purchase.

We have extended our Change of Mind Return Period for the Christmas season.

Full price purchases made from 6th November 2026 may be considered for Exchange up until Friday 8th January 2027.

To request a return, email our Customer Care team with your order number and any relevant photos.

To qualify for a Change of Mind return:

• Products must be unused and unassembled.
• Products and packaging must be complete, undamaged and in resalable condition.
• Proof of purchase is required (receipt)
• Any applicable Gift with Purchase must also be returned. If it isn’t returned, its retail value will be deducted from your refund.
• Goods purchased during Sale promotion or marked as "Final Sale" are not eligible for return, unless faulty
• Customers are responsible for the cost of returning Change of Mind items.
• Original delivery charges are not refundable.
• A $15 handling and inspection fee applies to Change of Mind returns.

Change of Mind returns are not available for:

• Final sale or clearance products
• Products purchased as part of a promotion/sale
• Gift Vouchers
• Personalised products
• Special Order brands, including Mustard Made, Little Partners & GrowMe

Your statutory rights under Australian Consumer Law are not affected by our Change of Mind policy.

Once your return has been approved, our team will provide you with instructions to return the item.

Once received, your returned product/s will be inspected. Approved refunds will be processed to your original payment method within 3–5 business days, less applicable original shipping and handling charges.

Please take care when repacking your return. If the product or packaging is damaged during return transit due to inadequate packaging, a 25% restocking fee may be deducted from the refund, or your return may be rejected.

Eligible products purchased from our Surrey Hills retail store or collected via Click & Collect may be returned within 30 days of purchase if they meet the Change of Mind return eligibility criteria.

These items must be returned directly to our Surrey Hills retail store during trading hours.

Beds, cubbies and other oversized products have a 15-day Change of Mind return period from the date of delivery.

The standard Change of Mind conditions apply, and customers are responsible for the cost of return courier delivery. We encourage customers to source a suitable courier local to their area.

All oversized return requests must be made in writing to customercare@hipkids.com.au before returning the product.

Once the return is approved, our team will provide return instructions.

HipKids mattresses come with a 30-day money-back comfort guarantee.

If you’re not satisfied with the comfort or quality of your HipKids mattress, please contact our Customer Care team to discuss your options.

Mattresses that are soiled or damaged during use cannot be returned under the satisfaction guarantee.

For a Change of Mind mattress return, customers are responsible for arranging and paying for return delivery to HipKids.

Eligible gifts may be exchanged but Change of Mind gift returns cannot be refunded.

We will need the original purchaser’s details to confirm proof of purchase and check Change of Mind return eligibility criteria

Gift exchanges are treated as Change of Mind returns and must meet the same eligibility conditions outlined above.

Contact Customer Care customercare@hipkids.com.au as soon as possible and we’ll help you with the next steps.

If we’ve accidently sent you the wrong item, please email customercare@hipkids.com.au as soon as possible. Our team will investigate what has happened and provide instructions for the next step to get you the correct item as quickly as possible.

Please include:

• Your order number
• Photos of the product and carton
• Product code and colour details
• Photos of the shipping labels

Please keep the unused, unassembled item in its original factory packaging.

If your order hasn’t been processed, we may be able to cancel it.

Please contact hello@hipkids.com.au as soon as possible.

If your order has already been processed or prepared for dispatch, it cannot be cancelled and our Change of Mind return conditions will apply.

Our friendly Customer Care team are always happy to help! Just email us on hello@hipkids.com.au