Warranty & Returns Policy (Detail)

1 Year Structural Warranty

All HipKids products come with a 1 Year Structural Warranty so you can shop with complete piece of mind. 
HipKids will at our discretion repair or replace any product with a manufacturing or materials fault for the duration of 1 year from purchase date: 
Warranty does not apply if:

  • Damage caused by:
Incorrect assembly
Inadequate Storage
Inappropriate cleaning products used
Misuse
Abuse or neglect
Failure to follow recommended maintenance guidelines                                   
  • Normal wear and tear
  • If you take your HipKids product to a third party for repair before contacting Hipkids Customer Care Team
  • Rips, wearing, pilling, creasing, stains or fading of upholstered products
  • Fading or discolouration caused by excessive exposure to direct sunlight
  • Products not used for intended purposes of Domestic use
  • The product have been tampered or modified with in any way
  • Force Majeure

NB:  This 1 Year Warranty does not apply to any of our products that have been purchased for commercial use.

Can I return my product? 

 

Yes! HipKids offers all customers a risk free 30 day Money Back Guarantee (subject to conditions below). 
We want you to be 100% happy with your purchase so:

    • In the unlikely event that your item is faulty or damaged on delivery, HipKids will repair, replace or provide a full refund upon return of the item. You must make contact with HipKids within 7 days of receipt of product and products returned within 7 days of Authorisation of return.
    • If you change your mind about the purchased product, you are welcome to return the product for a refund (excl. postage fee), exchange for another product or receive a Credit Note within 30 days from date of purchase. 
    • Clearance or Sale items cannot be exchanged or refunded. 

PLEASE NOTE: 

HipKids at their discretion have the right to reject returns outside the 30 day return period (15 day period for Cubby Houses, Swing Sets, and Beds), or items which are returned that have been used and not in their original condition (including all original product packaging). Reasonable care of returning goods must be taken; failure to do so may result in refusal of return for refund or we may deduct up to 50% of the cost based on the condition of the goods. Product Returns that do not meet our Return criteria will be at the Buyers Disposal.

Mattress returns cannot be accepted if soiled or damaged during use and will not be accepted under our 30 day money back guarantee.

However, the following conditions will apply.

    • Cubby Houses, Swing Sets and Beds are excluded and we will accept change of mind returns within 15 days of receipt
    • Sale or Clearance items cannot be exchanged or refunded
    • All returned products must be unused, unassembled and in their original condition (including all original product packaging)  
    • Any free gifts with purchase must be returned with original purchase or customer will accept liability for the cost of unreturned item/s
    • All Mustard Made lockers and Boori Brand purchases are custom ordered pieces and cannot be refunded OR changed once they have been ordered with the supplier
    • Proof of purchase will be required
    • For damaged / faulty items photos may be requested via email, within 7 days of receipt of goods
    • For Change Of Mind refunds only a $15 handling/re-stocking fee applies. Handling/re-stocking fee is not applicable for damaged/faulty items returned or change of mind exchange
    • Special Order items, such as Name Stickers and Personalised items cannot be returned or refunded, unless faulty
    • Gift Vouchers are non-refundable
    • Loyalty Points redeemed on a given purchase cannot be returned to account or refunded for cash once used
    • Any Credit Notes issued are valid for 3 months from date of issue. After such time will be null & void unless extension is agreed in writing with HipKids
    • Products purchased from our seconds & sample sales cannot be returned

What if I receive an incorrect product?

In the unlikely event that you should receive an incorrect product re-delivery of correct item will be sent out:

  • Immediately after we receive the original product from you.
  • Returned product is in its original packaging, unused, unassembled and in original condition.
  • To the original address on order, unless otherwise agreed to in writing

How do I return a product?

Any return or exchange must be first advised via email, addressed to - hello@hipkids.com.au
Please be sure to quote your HipKids Order Confirmation Number and contact details in all correspondence.  
Please post Returns at your nearest Australia Post store, via Registered Post (with exception to Cubby Houses, Swing Sets and Beds) to:

HipKids: 597 Canterbury Road, Surrey Hills Victoria 3127, and Outer Packaging must contain your HipKids Order Confirmation Number and your Full Name. 
Note: Refunds will be processed within 5-7 business days once above conditions are met.

 

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