Refund policy
Return & Refund Policy
Last updated: February 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 all purchases made through our website. By shopping with us, you agree to the conditions described below.
2. 12-Hour Change of Mind Cancellation
Orders may be cancelled within 12 hours of purchase for a full refund.
After 12 hours, the order may already be processed or shipped, and cancellation requests may no longer be possible.
3. 30-Day Return Window
You have 30 days after receiving your item to request a return.
To be eligible, the item must:
- Be unused, unworn, unwashed, and in its original condition
- Include all tags and original packaging
- Be accompanied by proof of purchase, such as an order confirmation or invoice
Returns that do not meet these conditions may be denied or may result in a partial refund.
4. How to Start a Return or Request a Refund
To begin the return or refund process, contact us at support@holdenbaby.com within 30 days of receiving your order.
Please include:
- Your order number
- The item(s) you wish to return or exchange
- The reason for your request
- Clear photos, if applicable, especially for damaged or defective items
Our team will respond with return instructions. Do not send any items back without prior authorization.
5. Return Shipping Costs
If the return is due to our error, such as a wrong, defective, or damaged item, we will provide a prepaid return label.
For change of mind, incorrect size, or preference-based returns, the customer is responsible for return shipping costs.
6. Return Shipping Instructions
Once your return is approved, the item must be shipped back within 7 business days.
Items must be securely packaged to avoid damage in transit.
We strongly recommend using a tracked shipping service and sharing the tracking number.
Return address details will be provided after authorization.
7. Exchanges
If you would like to exchange an item, such as for a different size or color, we will confirm availability before authorizing the return.
Return shipping is at the customer’s expense unless the item is defective.
Once we receive and inspect the original item, we will issue a store credit equal to the product value, excluding shipping fees.
You may use this store credit to place a new order.
If the requested item is out of stock, the credit can be used on any other product.
8. Exchange Processing Time
After receiving your returned item, your new product will be shipped within 5 business days. Delivery times depend on your location, as outlined in our Shipping Policy.
9. Refund Eligibility & Process
Refunds are issued only after the returned item has been received and inspected.
Eligible items must meet the conditions described in the 30-Day Return Window.
Refund timeline:
- Inspection: 1–2 business days after receiving the item
- Approval: Confirmation via email
- Refund issuance: Within 5 business days
- Bank processing time: 2–7 business days depending on your provider
If more than 15 business days have passed since approval and you have not received your refund, please contact us.
10. Partial Refunds or Return Denials
Items returned in used or damaged condition, or without original packaging or tags, may not qualify for a full refund.
In such cases, we may:
- Issue a partial refund of up to 50%
- Return the item to you without a refund
This decision will be based on the item’s condition upon inspection and will be communicated via email.
11. Sale and Promotional Items
Items purchased during sales or promotional periods are eligible for return, exchange, or refund under the same conditions as regular-priced items.
12. Non-Returnable / Non-Refundable Items
We do not accept returns or provide refunds for:
- Gift cards
- Items not in their original condition or with missing parts not due to our error
13. Refund Method
All refunds are processed to the original payment method used at checkout.
We do not issue refunds to alternative accounts, prepaid cards, or in cash.
14. International Returns and Refunds
International customers follow the same procedures.
For defective, damaged, or incorrect items, we provide return assistance.
For all other cases, customers are responsible for return shipping costs.
Packages should be marked as “Returned Merchandise” to avoid customs fees.
Refund processing times may vary depending on your bank or country.
15. Taxes and Duties
Taxes included in the product price will be reflected in refunds or store credit.
Customs duties or import taxes charged by your country are non-refundable, as they are collected by local authorities.
16. Lost or Damaged Orders
If your order arrives damaged or is lost in transit, please notify us within 7 days of delivery or estimated delivery date.
After verification with the carrier, we will offer a replacement or a full refund.
17. Contact Information
Email: support@holdenbaby.com
Phone: +61 478 730 027
Address: 5-7 Oriental Street, Bexley, Sydney, NSW, Australia
Business Hours: Monday to Friday from 09:00 am to 6:00 pm
