Creating a return with Purebaby is easy! We offer FREE* returns within 60 days of your purchase date.
We hope that you enjoy your Purebaby purchase, however, if you wish to return or exchange item/s from your online order, we will happily assist by providing you with a credit voucher, exchange or refund**.
*Free returns is applicable for Australian orders only.
**To be eligible for a refund, please ensure your return meets our conditions.
Online Returns
How to Return an Item
If you wish to create a return, click here and follow the prompts.
- You will need your order number (starting with WEB-) and the email address associated with your order. You will be updated via email throughout the entire returns process.
- Once your return has been delivered to us, please allow 10-15 business days for your return or exchange to be processed. We will notify you as soon as this has been completed.
Return Conditions
Please ensure your return meets the following conditions before sending back your item/s. Please contact us if you have any queries.
- Purebaby items that wish to be returned must be sent back within 60 days of purchase date.
- Goods must be in their original condition with the tags attached, including original packaging.
- No refunds on sale items, an exchange or credit voucher will be provided.
- Hair brushes, reusable nappies, sheet sets, nursing pads, Haakaa products and face masks cannot be returned due to health and safety reasons.
- If you wish to return a purchase made in-store, this must be done in a Purebaby store.
- Purebaby offer FREE returns for all Australian orders. International orders that wish to be returned are to be done so at the buyers expense.
Exchanging an Item
If the requested exchange items are unavailable, or further payment is required, we will contact you with further information. To avoid disappointment, we recommend placing another order online and requesting a refund or store credit for the returned goods via the returns portal.
If you have requested an exchange for a sale item and the item is unavailable, we will provide a store credit. We do not offer refunds on sale items.
Once your return or exchange has been delivered to us, please allow 10-15 business days for your return or exchange to be processed. We will notifiy you as soon as this has been completed.
Returning an Online Order in Store
You can either exchange your Online purchase at any of our Purebaby stores, or receive a credit voucher. We cannot issue a refund in store for Online purchases.
Your return must meet the return conditions to be accepted.
Damaged or Faulty Goods
Purebaby, subject to proof of purchase, is happy to provide an exchange, credit voucher or refund on any product purchased directly from one of our own stores exhibiting a genuine manufacturing fault, being unfit for the product intended purpose, significantly different from what was shown to you or in breach of manufacturer’s warranties or consumers guarantees.
If you believe you have received a faulty item, please contact us. We will arrange for this to be returned to us for assessment, and if deemed to be a fault in the manufacture of the garment we will offer you a replacement or credit.
If the item is assessed and is not deemed to be a fault in the manufacture of the garment, we will return the item/s to you. Please note that we will only accept returns originally purchased online.
Refunds are to be processed using the original tender type.
Eftpos refunds must be processed against the original card. Customer name address and contact number must be provided for all refunds.
Goods Received in Error
If you believe you have received an item that differs from what you ordered, please create a return. Contact us if you have any questions.
In-store Returns & Refunds
Purebaby, subject to proof of purchase, is happy to provide a refund on full price items purchased directly from one of our own stores, which are unwashed and unworn and in original condition within 14 days of purchase.
Beyond 14 days, Purebaby, subject to proof of purchase, is happy to provide an exchange or credit voucher on full price items purchased directly from one of our own stores, which are unwashed and unworn and in original condition within 60 days of
purchase.
Exchanges
- An exchange only will be offered on Gift Receipts. Exchanges must be done within 60 days of purchase.
- Purebaby is unable to provide a refund or credit voucher for change of mind items purchased on sale. Sale items are classified by a red markdown sticker or found under the sale and outlet categories online. An exchange only will be provided for change of mind on sale items subject to proof of purchase within 14 days of original purchase date.
- Please note that without proof of purchase, an exchange, store credit or refund will not be provided. Proof of purchase is required
for all returns.
Refunds
A refund on full price items purchased in-store, can be issued back onto the original form of payment within 14 days from date of purchase on receipt. No refund will be provided without proof of purchase.
- Online orders: cannot be refunded in-store, these must be returned to us Online.
- Refunds with a Loyalty Voucher applied: If a customer is returning a purchase where part of the payment was made via a gift voucher/Loyalty voucher. Only the amount paid via credit card/cash will be issued back to the customer. Full purchases returned for a refund with a voucher used as payment will have the voucher forfeited and not reinstated.
- Full Price return after 14 days: Full price items returned after the 14 days of purchase can be returned for a store credit/gift voucher or exchange within 60 days of purchase.
- Return of Sale items: Sale items can be returned within 14 days of purchase for store credit or exchange only.
- Gift Exchange: With a receipt, a gift exchange can be returned for an exchange within 60 days of purchase.
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Return without a receipt: A straight exchange for the same item in a larger or smaller size is to be offered to any customer who wishes to exchange an item without having proof of purchase.
