Refund policy

At Coolkidz Australia, our goal is to exceed your expectations — both in service and in our products. If something isn’t right, we’ll do our best to fix it quickly.

Incorrect or Faulty Items

If we’ve sent the wrong product, or if your item is defective, please let our customer service team know within 48 hoursof receiving your order by lodging a support ticket here.

Our team will respond within 1–2 working days with next steps. In most cases, we’ll offer a replacement or repair. A refund may be provided where appropriate.

Please note:

• Items must be packaged securely for return.

• Coolkidz Australia is not responsible for packaging or repacking return items.

Discount Codes & Special Offers

Discount codes, promotional vouchers and special offers must be applied at checkout.
If these are not used at the time of purchase, we’re unable to retrospectively apply or refund the discounted amount after your order is placed.

Re-orders or Discount Adjustments
If you cancel an order to re-order for a different discount, promo code, or special offer, a $20 administration fee will apply.

However, if you contact us within one hour of placing your order, we’ll happily assist you with the change without any fee.

This policy helps us keep pricing fair for everyone and manage administrative costs.

Change of Mind Returns

In addition to your rights under the Australian Consumer Law, if you change your mind, we’re happy to offer you an exchange or store credit within 30 days of purchase, including for items that haven’t yet been shipped.

To be eligible, your item(s) must be:

• Returned with proof of purchase (receipt or online order number)

• Unopened, in original packaging, with all instruction manuals and accessories included

• Returned with any bonus item(s) supplied at the time of purchase

If your item has been opened, it must be repackaged in its original box with all parts, manuals, and accessories included, exactly as it was received. Once returned, our support team will inspect the item and determine whether a full refund can be issued.

Please note that items that have been used are not eligible for a refund.

Excluded from Change of Mind returns:

• Gift Cards and eVouchers

• Discontinued, Damaged Box, Run-Out or Reduced-To-Clear Items

• Special order items

Please note that shipping charges and payment processing fees are non-refundable. This includes original shipping costs and any fees deducted by payment gateways (Shopify, Afterpay, ZipPay, PayPal, etc.).

Price Changes

Our prices and promotions vary from time to time. If you purchase an item and it later goes on sale, we’re not able to refund the price difference. We recommend subscribing to our newsletter or following us online to hear about upcoming offers

Need Help?

For any other enquiry about your order or a product, please contact us at orders@coolkidz.com.au.