Refund policy
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.
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.
