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.
This page covers both, and is specific about the cases where a return is not possible so that nothing comes as a surprise.
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 support ticket at help.uppababy.com.au with your proof of purchase, the serial number and photographs of the fault.
We assess, and then we tell you which of the three outcomes applies and why. If we are repairing rather than replacing, we will say what we are repairing and how long it will take before you send anything.
We pay the freight on a product returned for a fault.
A pram involved in a car accident is not a returns question. Structural damage to a pram or capsule is not always visible. See the Crash Exchange Program.
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.
| 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.
Car capsules and car seat bases that have been removed from their packaging, for safety reasons, and any product bought from a retailer rather than from us. A product bought from a retailer is returned to that retailer under their policy.
How to return something
- Start a ticket
Go to help.uppababy.com.au 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.