Warranty Information

We want you to have peace of mind when purchasing with HipKids.

HipKids products are covered by a 12 month manufacturer warranty from the date of purchase.

In the unlikely event an item you have received is deemed to be faulty or has been damaged in transit, HipKids will comply with the relevant Australian Consumer Law guidelines.

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

All HipKids products are subject to supplier Quality Control inspections prior to arriving at our warehouses.

My order is damaged – what do I do?

Please ensure you report any damage or missing pieces prior to assembly of the product.

We request that you report this to HipKids within 7 business days of the delivery of your order, or as soon as possible.

Please email customercare@hipkids.com.au and include photos of the damaged item.

My item is faulty – what do I do?

Please ensure you report any faults to HipKids on customercare@hipkids.com.au

To speed up the assistance process please include photos in your email of your concerns

How do I return a product?

Please refer to our Returns & Exchanges page.

If you would like to return products in your order, please email customercare@hipkids.com.au

Not covered under the HipKids warranty:

• Normal wear and tear from the product being used
• Accidental breakage
• Damage sustained during assembly
• Assembly Instructions have not been followed
• Products being used in a commercial setting
• Products not being used for their intended purpose in a domestic setting
• Products not being stored correctly (most products need to be stored indoors or undercover)
• Products that have been taken to a third party for repair
• Rips, tears, stains or creasing in fabric or upholstered products
• Fading or discolouration due to excessive exposure to light sources
• Inappropriate cleaning products have been used
• Damage to product due to extreme weather events

Assembly of your Product

We request that customers inspect all the components of the product before you commence assembly.

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 you to inspect the components within 7 business days of receiving the order, or as soon as possible, so we can assist you if necessary.

Transit Damage

Please inspect your order as soon as you receive it – even if you don’t intend on assembling the product straight away. We request that any transit damage to the outer carton or actual product is reported to HipKids within 7 days of receiving your order, or as soon as possible. Please send an email and photos to customercare@hipkids.com.au

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.

For a Change of Mind return, customers are responsible for the return and cost of return of the mattress to HipKids.

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