Refund, Returns & Cancellation Policy

At Bubs & Mums, we want you to love your purchase.

If you’re unsure about a product, our team is always happy to help before you order — we’d much rather help you choose the right item than have you go through a return.

As many of our products are carefully packaged, bulky, or hygiene-sensitive, the following policy helps us keep prices fair while still supporting our customers.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • a replacement or refund for a major failure, and
  • compensation for any other reasonably foreseeable loss or damage

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind Returns

We do our best to accommodate change of mind returns where possible, subject to the following conditions:

  • Request must be made within 7 days of delivery
  • Item must be unused, unopened, and in original packaging
  • Item must be in resaleable condition

Please note:

  • Original shipping charges are non-refundable
  • Return shipping costs will be incurred by the customer
  • Any applicable non-refundable payment processing fees may be deducted

Order Cancellations (Before Dispatch)

If you need to cancel your order before it has been dispatched, please contact us as soon as possible.

We will always do our best to assist. Please note:

  • Orders may be cancelled subject to approval
  • Any non-refundable payment processing fees charged by payment providers may be deducted from your refund

This applies to payments made via:

  • Credit/Debit Cards
  • Apple Pay / Google Pay
  • PayPal
  • Buy Now Pay Later providers (e.g. AfterPay)

Processing Fees & Deductions

For approved cancellations or change of mind returns, the following may apply:

  • Original shipping cost (if applicable)
  • Return shipping cost (if applicable)
  • Any non-refundable transaction or payment processing fees

Please note that Buy Now Pay Later providers (such as AfterPay) charge higher non-refundable fees, which may be deducted where applicable.

Items Not Eligible for Change of Mind Returns (Unless Faulty)

Due to hygiene, safety, and product nature, the following items cannot be returned for change of mind:

  • Personal care items 
  • Breastfeeding and feeding products (including pumps, bottles, etc.)
  • Underwear and hygiene-related items
  • Children’s feeding and changing items
  • Furniture & bulky items
  • Final Sale or clearance items

If you’re unsure, we’re always happy to help before purchase.

Faulty, Damaged or Incorrect Items

If something isn’t right, we’re here to help.

If your item is:

  • faulty
  • damaged in transit
  • incorrect

Please contact us within 14 days of delivery, and we will:

  • assess the issue promptly
  • offer a repair, replacement, or refund where appropriate
  • cover return shipping costs where applicable

Return Process & Shipping Options

Once your return is approved, you can choose the option that works best for you:

Option 1: Return Label Provided by Us
  • We can arrange a return shipping label for your convenience
  • The return shipping cost will be deducted from your refund
Option 2: Self-Return by Customer

You may return the item using your preferred courier.

In this case:

  • Customers must use a trackable shipping method
  • We are not responsible for items lost in transit
  • Return shipping costs will be incurred by the customer

Return Conditions

To be eligible for a return:

  • Items must be returned within 7 days of approval
  • Items must be securely packaged to avoid damage in transit
  • Items must include all original packaging and components

We may be unable to accept returns that:

  • are used, damaged, or not in original condition
  • are returned without prior approval

Bulky & Large Items

For furniture and large items:

  • Return shipping costs may be significant and are the responsibility of the customer (unless faulty)

We recommend considering this before purchasing, and we’re always happy to assist with any questions.

Refunds

Once your returned item is received and inspected:

  • Approved refunds are typically processed within 1–3 business days
  • Refunds will be issued to your original payment method

Please note:

  • Depending on your bank or payment provider, it may take additional time for the funds to appear in your account
  • In some cases, processing may take up to 10 business days

Shipping costs are non-refundable unless the item is faulty, damaged, or incorrect.

Exchanges

We do not offer direct exchanges.

If you would like a different item, you can:

  1. Return the original item (if eligible)
  2. Place a new order

A Note on Fair Use

By placing an order with us, you acknowledge our Refund & Returns Policy.

In the event of a payment dispute, we may provide relevant information such as proof of delivery and communication records to assist in resolving the matter fairly.

Policy Updates

This policy may be updated from time to time without prior notice.

We reserve the right to refuse returned items if the items do not comply with our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately, without the items, we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.