Refund policy
Return, Refund & Exchange Policy
Last updated: June 2026
1. Overview
At HOLDen Baby Store, your satisfaction is our top priority. This policy outlines the terms and procedures for returns, exchanges, cancellations, and refunds for purchases made through our website. By placing an order, you agree to the terms outlined below.
2. 12-Hour Change of Mind Cancellation
Orders may be cancelled within 12 hours of purchase for a full refund.
After this period, your order may already be processed or dispatched, and cancellation requests may no longer be possible.
3. 30-Day Return Window
You have 30 days after receiving your order to request a return.
To be eligible for a return, the item must:
- Be unused, unworn, unwashed, and in its original condition.
- Include all original tags and packaging.
- Be accompanied by proof of purchase, such as your order confirmation or invoice.
Returns that do not meet these requirements may be refused or may qualify only for a partial refund.
4. How to Start a Return or Request a Refund
To begin a return or refund request, please contact us within 30 days of receiving your order.
Email: support@holdenbaby.com
Please include:
- Your order number.
- The item(s) you wish to return or exchange.
- The reason for your request.
- Clear photographs if the item is damaged, defective or incorrect.
Returns must only be sent after receiving return authorization from our Customer Support team. Unauthorized returns may be refused.
5. Return Shipping Costs
If the return is the result of our error, including a defective, damaged or incorrect item, we will provide a prepaid return shipping label or another appropriate solution.
For change of mind, incorrect size, colour preference or other customer-related reasons, the customer is responsible for all return shipping costs.
6. Return Shipping Instructions
Once your return has been approved:
- The item must be shipped within 7 business days.
- The item should be securely packaged to avoid damage during transit.
- We strongly recommend using a tracked shipping service and sharing the tracking number with us.
7. Exchanges
If you would like to exchange an item for another size, colour or product, we will first confirm availability.
Unless the item is defective or supplied incorrectly, return shipping costs remain the customer's responsibility.
After we receive and inspect the returned item, we will issue a store credit equal to the product value (excluding shipping charges). This credit may be used to purchase any available product in our store.
If your preferred replacement item is unavailable, your store credit may be used toward any other product.
8. Exchange Processing Time
Once your returned item has passed inspection, replacement orders are generally dispatched within 5 business days. Delivery times are outlined in our Shipping Policy.
9. Refund Eligibility & Process
All returned items are inspected upon arrival before any refund, replacement or store credit is approved.
Refunds are issued only after the returned item has been received and inspected.
Refund timeline:
- Inspection: 1–2 business days after receiving your return.
- Approval: Confirmation sent via email.
- Refund issued: Within 5 business days after approval.
- Bank processing: Usually 2–7 business days depending on your payment provider.
If more than 15 business days have passed since your refund was approved, please contact our support team.
10. Partial Refunds or Return Denials
Items returned in used condition, damaged through misuse, missing original packaging or missing tags may not qualify for a full refund.
Depending on the condition of the returned item, we may:
- Issue a partial refund of up to 50%.
- Decline the refund request.
- Return the item to you at your expense.
Our decision will be based on the condition of the returned item following inspection and will be communicated via email.
11. Sale and Promotional Items
Items purchased during promotional campaigns or sales remain eligible for return, exchange or refund under the same conditions as regular-priced products.
12. Non-Returnable / Non-Refundable Items
The following items cannot be returned or refunded:
- Gift Cards.
- Items not in their original condition or with missing parts not due to our error.
13. Refund Method
Approved refunds are always issued to the original payment method used at checkout.
Refunds cannot be sent to a different payment method, bank account or in cash.
14. International Returns
International customers follow the same return procedures described in this policy.
For defective, damaged or incorrect products, we will provide appropriate return assistance.
For all other return requests, customers are responsible for return shipping costs.
Refund processing times may vary depending on your financial institution and country of residence.
15. Taxes and Duties
Where applicable, taxes included in the purchase price will be reflected in your refund or store credit.
Customs duties, import taxes and other government charges collected by your local authorities are non-refundable.
16. Lost or Damaged Orders
If your order is lost during transit or arrives damaged, please contact us within 7 days of delivery or the estimated delivery date.
Please include:
- Your order number.
- Clear photographs of the damaged item (if applicable).
- Photographs of the packaging and shipping label.
After verification with the shipping carrier, we will offer an appropriate solution, which may include a replacement or a full refund.
17. Contact Information
If you have any questions regarding returns, exchanges or refunds, please contact us:
HOLDen Baby Store
Email: support@holdenbaby.com
Phone: +61 478 730 027
Address: 12/5-7 Oriental Street, Bexley NSW 2207, Australia
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM AEST
