At Toddler Tough, we are committed to delivering high-quality products and ensuring customer satisfaction. However, we understand that unexpected issues may arise. This policy outlines our approach to returns and refunds to ensure clarity and transparency. Warranty We stand by the quality of our products. To ensure your confidence in every purchase, Toddler Tough offers a limited 12-month warranty on all our products. What the Warranty Covers: - Manufacturing defects. - Issues related to faulty materials or workmanship. - What the Warranty Does Not Cover: - Normal wear and tear, including minor cosmetic damage. - Damage caused by misuse, neglect, or unauthorized modifications. - Damage caused by external events, such as accidents or improper storage. - Products purchased from third-party sellers. How to Make a Warranty Claim: Email contact@toddlertough.com.au with your order number, proof of purchase, and photos or videos of the issue. Our team will assess the claim and provide guidance on the next steps. If the claim is approved, we will repair, replace, or refund the product at our discretion. Eligibility for Returns Our first priority for damaged items is to provide replacement parts or entire products as necessary. Replacements are shipped from our Australian headquarters in Melbourne. Please refer to our Shipping Policy for standard delivery times. In situations where a return is deemed necessary, the decision to accept returns is at Toddler Tough’s sole discretion. Returns will only be considered under the following conditions: - Damaged or Faulty Products - Products must be unused, in their original packaging, and in the same condition as when received. - A valid order number or receipt must be provided as proof of purchase. Reporting Damaged or Faulty Products If you receive a damaged or faulty product: - Contact our customer support team at contact@toddlertough.com.au within 7 days of delivery. Requests received after 7 days will be treated at the sole discretion of Toddler Tough. - Provide photos or videos clearly showing the damage or defect for review and verification. - Our team will guide you through the return process and provide instructions. Once the returned product is received and inspected: If the issue is confirmed to be a manufacturing defect or shipping damage, we will offer a replacement or a refund at our discretion. Exclusions Returns will not be accepted under the following circumstances: - Used or Altered Products: Items that have been used, modified, or altered in any way. - Customer-Induced Damage: Products damaged due to misuse, negligence, or abuse. - Third-Party Purchases: Items purchased through other retailers or sellers. Please consult their return policies. - Change of Mind: Returns due to personal preference or circumstances. Return Shipping Customer Responsibility: - Customers are responsible for the cost of return shipping if a return is approved. - Use a trackable shipping service to ensure the product arrives safely. Toddler Tough is not liable for items lost in transit. - Package the product securely to prevent additional damage during transit. Return Address: All Returns must be sent to our Australia warehouse for review: 3/20 Quinlan Road, Epping, Victoria, 3056, Australia Customer Responsibilities To ensure a smooth experience, we ask our customers to: - Review our shipping policy: Carefully read details related to shipping including elements such as customs duties. - Review Product Details: Carefully read product descriptions and specifications before making a purchase. - Inspect Upon Delivery: Check your order immediately upon arrival and report any issues promptly. - Provide Accurate Information: Double-check all order details, including the shipping address. - Missing details such as unit or apartment numbers may result in failed delivery. Contact us immediately if you notice any errors in your order. If an order is returned to our warehouse, a partial refund may be issued. The amount refunded will be determined at the sole discretion of Toddler Tough, taking into account any applicable shipping, handling, and restocking fees. By purchasing from Toddler Tough, you agree to the terms outlined in this Refund Policy. We reserve the right to update or modify this policy as needed. Please review this document periodically for changes. For any questions or assistance, contact us at contact@toddlertough.com.au. Thank you for choosing Toddler Tough—we appreciate your understanding and support!