Returns
If something we sold you is faulty, your rights under Australian Consumer Law come before any policy of ours, and we will tell you plainly which remedy applies. If you have simply changed your mind, we accept unused products in their original packaging, except clearance items, damaged box goods, ex display stock and gift cards, which cannot be returned for change of mind.
Clearance items, damaged box goods, ex display stock and gift cards are final sale: no change of mind returns. This page is specific about every case where a return is not possible so that nothing comes as a surprise.
No change of mind returns on these four
We cannot accept these back if you change your mind. They are final sale, and we do not refund or exchange them for change of mind.
| Clearance items | Anything sold in the Clearance Sale, or marked clearance, runout or last chance. No change of mind returns. |
|---|---|
| Damaged box goods | Anything sold as damaged box, in the Outlet or otherwise. The carton damage is disclosed before you buy and is not a fault. No change of mind returns. |
| Ex display stock | Showroom models sold ex display, in the Outlet or otherwise. Any marks are disclosed before you buy and are not a fault. No change of mind returns, faults only. |
| Gift cards | Gift cards are not refundable, not exchangeable and cannot be redeemed for cash once purchased. |
Your rights under Australian Consumer Law are not affected. If a clearance or damaged box product is faulty, or is not as it was described, it is repaired, replaced or refunded exactly as set out below. What these four categories do not have is a return for simply changing your mind.
Please check the model, the colour and the fit before you buy. If you are not sure, ask us first.
Your rights come first
Before any policy of ours applies, you have guarantees under Australian Consumer Law that we cannot exclude, restrict or shorten. They apply automatically to everything we sell, whether or not you register the product and whether or not the warranty period has ended.
Goods must be of acceptable quality, match their description, and be fit for the purpose they were sold for. If they are not:
| If the problem is | You are entitled to |
|---|---|
| A major failure | Your choice of a refund or a replacement, plus compensation for any other reasonably foreseeable loss |
| A minor failure | A repair, replacement or refund. We may choose to repair it within a reasonable time |
A major failure means the product is substantially unfit for its purpose, unsafe, significantly different from its description, or has a problem that a reasonable person would not have accepted had they known about it.
If something is wrong with your product
Lodge a request through our support page with your proof of purchase, the serial number and photographs of the fault.
We assess it and tell you which outcome applies and why: repair, replacement or refund. If we are repairing, we tell you what and how long it will take before you send anything.
We pay the freight on a product returned for a fault.
A pram damaged in a car accident is not a returns question, and it is not covered by the Crash Exchange Program, which is only for the Mesa capsule and Mesa base. Lodge a request through our support page with photographs instead.
If you have changed your mind
We accept change of mind returns on products that are unused, unassembled and in their original packaging with all the parts and paperwork, except clearance items, damaged box goods, ex display stock and gift cards, which are final sale (see above).
| Window | 30 days from delivery |
|---|---|
| Condition | Unused, unassembled, original packaging, all components present |
| Return freight | Paid by you |
| Refund method | Back to the original payment method |
A pram that has been assembled and pushed is no longer new, so please do check the boot fit and the folded size before you build it. The comparison tool gives you the folded dimensions of every model in the range.
- Clearance items.
- Damaged box goods.
- Ex display stock.
- Gift cards.
- Car capsules and car seat bases that have been removed from their packaging, for safety reasons.
- Any product bought from a retailer rather than from us. It is returned to that retailer under their policy.
None of this limits your rights under Australian Consumer Law for a fault.
How to return something
- Start a request
Go to our support page with your order number. Tell us which product and whether it is a fault or a change of mind.
- We confirm and send you a label
You will get a return authorisation and, where we are paying freight, a shipping label. Do not send anything back before this. Unauthorised returns are difficult to trace to an order.
- Pack it as it arrived
Original carton, all parts, all paperwork. Photograph the packed box before it goes.
- We inspect and resolve
We inspect on arrival and process the refund, replacement or repair. Refunds go back to the original payment method.
Lay-by and finance orders
UPPAbaby Australia offers four month lay-by. A lay-by that is cancelled before completion is handled under the lay-by terms rather than this returns policy.
The lay-by cancellation fee is 20% of the order, the same figure whether you cancel or simply do not finalise within four months. The full lay-by terms are here.
Talk to someone
Our support team handles returns, warranty claims and servicing from one place.