HipKids Warranty Information

We want our customer to have peace of mind when shopping with HipKids, so we have a comprehensive Return & Exchange Policy to assist you.

Christmas 2023 Return Information

We have extended our Returns policy for the holiday season.

Full price purchases made from 1st November 2023 have until 5th January 2024 to exchange - subject to our Change of Mind return conditions.

Excludes sale items, personalised products and special order brands (Mustard Made & Boori) - these cannot be returned or exchanged.

Items purchased from 5th December 2023 will be subject to our normal 30 day Change of Mind exchange period.

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)
• 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 exposure to weather conditions, severe or extreme weather events, including wind gusts, rain, hail and storms

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.

Assembly of your Product

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

How do I return a product?

We offer a 30-day money back guarantee on our online & retail store purchases.

If you 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.

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.come.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.

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

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

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

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

My item is faulty – what do I do?

Please email customercare@hipkids.com.au  and provide photos and/or video in the email showing faulty part. 

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

 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.

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

HipKids will send you the correct product:

• Once we have received the original (incorrect) product from you, or the tracking details of the returned item
• The returned (incorrect) product is in its original factory packaging, unused, unassembled and in its original resellable condition.
• To the original address on order, unless otherwise agreed to in writing

Notes about Returns

• Products purchased on sale or as a part of a promotion cannot be returned
• 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.
• Any special order brands ie: Boori & Mustard Made cannot be returned or exchanged
• Products purchased in a HipKids Seconds & Sample sale or as ex-retail display stock cannot be returned and are not subject to the normal Warranty conditions. This is explicitly outlined at the time of purchase.
• If you are returning any HipKids product as a warranty return or change of mind return, you may need to also return any free gift with purchase you received as a part of that order.

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 you are returning any HipKids product as a change of mind return, you may need to also return any free gift with purchase you received as a part of that order.
• 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.

Surrey Hills Retail Store:

If you have changed your mind and want to return an item you have purchased in 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
• If you are returning any HipKids product as a warranty return or change of mind return, you may need to also return any free gift with purchase you received as a part of that order.
• 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 may need to be returned as well. If this is not returned the customer will be charged for the retail price of the gift

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 packaging have been damaged in transit due to inadequate care repackaging the item on their return to HipKids, the refund may be rejected or refund amount may be reduced to by up to 50% of the original purchase price.

A $15 handling inspection fee may also be applied.

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.

For any further information about Change of Mind returns please email customercare@hipkids.com.au

Gift Returns and Exchanges

If you have received a gift that was purchased at HipKids, this can be exchanged within 30 days.

There are no refunds or credits on gift returns.

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

Please notify HipKids within 30 days of receiving the gift 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.

If you are returning any HipKids product as a warranty return or change of mind return that was a gift, you may need to also return any free gift with purchase you or the original purchaser received as a part of that order.

Please email customercare@hipkids.com.au for more details about Gift Returns and Exchanges

 Free Gift with Purchase - returns

Free Gift with Purchase items are added to orders when the spend threshold for the relevant promotion is met. When an item is returned for a refund, and the spend threshold for the free gift has not been met, the amount of the free gift will be deducted from the refund total amount if not returned

Bed, Cubbies and oversized items

Beds, Cubbies and other oversized items may be returned within 15 days of the delivery date.

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