Refund policy
Last Updated: September 2026
This Refund Policy explains when refunds may be issued by HOLDen Baby Store, how they are processed, and the expected timeframes. It should be read together with our Returns and Exchanges Policy, Shipping Policy and Australian Consumer Law.
1. Overview
A refund is not automatically granted when a return request is submitted. Every request is individually assessed. Where applicable, refunds are processed only after the returned product has been received and inspected, unless HOLDen Baby Store determines that a return is not required.
2. When Refunds May Be Available
Subject to approval, refunds may be available where:
- A return request has been approved.
- A returned product passes inspection.
- An order is confirmed as lost by the shipping carrier.
- A product is confirmed to be defective.
- An incorrect item was supplied.
- A product cannot be supplied after purchase.
- Australian Consumer Law requires a refund.
3. Change of Mind Refunds
If you request a refund because you have changed your mind, the product must satisfy all eligibility requirements described in our Returns & Exchanges Policy.
Unless required by Australian Consumer Law:
- The customer is responsible for return shipping costs.
- Original shipping services already completed are generally non-refundable.
- The product must be returned before a refund is processed.
4. Return Inspection
Returned products are inspected to verify their condition and confirm eligibility.
If the returned product differs materially from the information provided during the return request, HOLDen Baby Store reserves the right to decline or adjust the refund where permitted by law.
5. Refund Method
Approved refunds are issued to the original payment method used during checkout whenever possible.
Where appropriate and agreed by the customer, store credit may be offered as an alternative.
6. Refund Processing Time
Once approved and, where applicable, after the returned item has been received and inspected, refunds are processed within up to 5 business days.
Financial institutions and payment providers may require additional processing time before the funds appear in your account.
7. Shipping Charges
| Situation | Shipping Charges |
|---|---|
| Change of Mind | Return shipping paid by customer. Original shipping services are generally non-refundable. |
| Incorrect Item Sent | HOLDen Baby Store covers approved return shipping. |
| Confirmed Defective Product | HOLDen Baby Store covers approved return shipping. |
| Product Damaged in Transit | HOLDen Baby Store covers approved return shipping. |
| Carrier Confirms Lost Package | Replacement or full refund. |
8. Partial Refunds
Where permitted by law, partial refunds may be considered in limited circumstances, including returned items with missing components or damage not related to the original claim.
9. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Where consumer guarantees apply, your statutory rights remain unaffected.
10. 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: 12/5-7 Oriental Street, Bexley NSW 2207, Australia
