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.

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

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 can offer to repair, replace or refund if it is not a ‘major fault’.

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 discoloration 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.

Please keep any packaging in case the item needs to be returned to HipKids.

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

Important! 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 the order so we can assist you if necessary. After this time, our suppliers will not accept claims from HipKids.

Transit Damage

Please inspect your order as soon as you receive it – even if you don’t intend on assembling the product straight away.

Any transit damage to the outer carton or actual product must be reported to HipKids within 7 days of receiving your order.

Please keep any packaging in case the item needs to be returned to HipKids.

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.

Customers are responsible for the return of the mattress to HipKids.

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

My order is damaged – how do I return it?

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

Please keep any packaging in case the item needs to be returned to HipKids.

This must be reported to HipKids within 7 business days of the delivery of your order.

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.

Please keep any packaging in case the item needs to be returned to HipKids.

How do I return a product?

Please refer to our Returns & Exchanges page.

Please keep any packaging in case the item needs to be returned to HipKids.

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