Returns and Exchanges Policy
Last Updated: September 2026
At HOLDen Baby Store, we want you to shop with confidence. If something isn't right with your order, we're here to help. This policy explains how returns and exchanges work and should be read together with our Refund Policy, Shipping Policy and Australian Consumer Law.
1. Return Request Period
You may request a return or exchange within 30 days of the recorded delivery date. All requests must be submitted before returning any item.
2. Eligible Reasons
- Changed your mind
- Wrong size ordered
- Wrong colour ordered
- Incorrect item received
- Item arrived damaged
- Manufacturing defect
- Item significantly different from its description
Every request is individually assessed before approval.
3. Return Conditions
Unless your claim relates to a confirmed manufacturing defect, damaged delivery or incorrect item, products must be:
- Unused
- Unwashed
- Free from wear, damage or modification
- Returned with all original tags, where applicable
- Returned in the original packaging wherever reasonably possible
Items returned without prior approval may be refused.
4. How to Start a Return
Contact us by email or phone before sending anything back.
Please provide:
- Order number
- Description of the issue
- Photos of the product
- Photos of the packaging
- Video if requested by our team
Additional information may be requested where required to assess your claim.
5. Assessment Process
Each request is reviewed individually.
Approval of a return request is not automatic and depends on the information provided and, where applicable, inspection of the returned item.
6. Exchanges
Approved exchange requests may be completed for:
- Different size
- Different colour
- Alternative product
If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, the difference will be handled in accordance with our Refund Policy.
7. Return Shipping Costs
| Situation | Return Shipping |
|---|---|
| Change of Mind | Customer |
| Wrong Size Ordered | Customer |
| Wrong Colour Ordered | Customer |
| Incorrect Item Sent | HOLDen Baby Store |
| Confirmed Manufacturing Defect | HOLDen Baby Store |
| Item Arrived Damaged | HOLDen Baby Store |
Where HOLDen Baby Store is responsible for return shipping, we will provide instructions and, where applicable, a prepaid return label.
8. Inspection After Return
Returned items may be inspected before an exchange, replacement or refund is approved.
If the returned product is found not to match the information provided in the original request, HOLDen Baby Store reserves the right to refuse the requested outcome where permitted by law.
9. Non-Returnable Items
- Products intentionally damaged after delivery
- Products modified by the customer
- Products showing misuse, abuse or improper use
- Products returned outside the approved process
This section does not limit rights available under Australian Consumer Law.
10. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Customers remain entitled to applicable consumer guarantees.
11. Contact Us
Email: support@holdenbaby.com
Phone: +61 478 730 027
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)
HOLDen Baby Store
ABN: 92 787 087 207
Address:Â 12/5-7 Oriental Street, Bexley NSW 2207, Australia
