Slumbersac Returns and Exchanges Policy
We always stand by the quality and safety of the products we supply and the service we offer. We want you to love your product and we hope you receive it in perfect condition but occasionally something goes wrong and a product gets delivered that is faulty or is in a damaged condition.
Returns and Exchanges Policy - Full Priced Items
Slumbersac will happily assist with a return or exchange of any of our products purchased at full price within 30 days of the original receipt. The item/s that are being returned or exchanged must still be in the original packaging, tags attached and with the original receipt of purchase. In addition, the item/s must be new/unused/unworn/unwashed/not having any odour to the product like smoke, perfume or pets. As internet shopping is not the same as conventional shopping, all postage costs are at your expense in line with ACCC guidelines, this includes original order postage, exchanges and returns.
BEFORE returning your item/s back to Slumbersac, please ensure to follow the steps below:
- Email [email protected] or fill out a contact us form to notify of the return/exchange and to obtain our warehouse returns postage address, this address may be different to the one listed on our website or any electronic communication.
- In your email, please provide the following information:
---- Are you requesting an Exchange or Refund.
---- Indicate the item/s you are returning for exchange or refund. Either the Code (you will find the Code listed on your original order email) or the item in design, size and tog. EG. AUS222-25 or Blue Stripes Size 0-6 months 2.5 Tog.
---- If you are exchanging an item, indicate what item you would like to exchange for including the design, size and tog. If the replacement item is of higher value than the item exchanged you will be required to pay for the difference. Exchanges will also incur additional postage costs of the flat rate of $9.95 or $14.95 for Express. If there is a difference to pay we will also ask you to provide your preferred payment method of PayPal or Credit Card.
---- If you are returning an item/s for a Refund where your order was over $100 and qualified for free shipping, if the return of the item/s no longer qualifies for free shipping you will be charged the flat rate shipping of $9.95, this will be included in your refund total.
- Once you have confirmed all information via email, seal your item/s in an Australia Post Satchel or other postal service, add the warehouse returns postage address (as provided by email) on your satchel/box, remove the tracking number indicator for your records and add the customer name as listed on your original order placed on the return to sender (RTS) section so our warehouse can match the satchel RTS name with the name on Slumbersac's returns system (RMA).
- Notify Slumbersac by return email with the tracking number so the warehouse has an indication when to expect your RMA.
- Once the item/s have been received at the Slumbersac warehouse, the warehouse will assess the item/s to ensure they meet the guidelines for exchange or refund. This can take up to 3 working days once received at Slumbersac's warehouse.
- Returns - Once assessed, a refund for the product/s will be issued via the same payment method used on your original order. This can take up to 10 working days to be processed. Depending on your payment method, this can take up to 10 working days for the merchant to return the funds to your account.
- Exchanges - Once assessed, if required an email will be sent to you to discuss any further information and/or a payment link. Once payment has been received (if required) your replacement will be sent within 3 working days.
>> Please be aware that postage in Australia is quite expensive and returning or exchanging costs can be anywhere from $10 to $30. Please be mindful of the overall costs associated with completing a return or exchange.
Returns and Exchanges Policy - Sale ItemsItems purchased on sale are not eligible for returns or exchanges unless the item is faulty. Please contact us to discuss further.
Returns and Exchanges Policy - Personalised ItemsPersonalised items are not eligible for returns or exchanges unless the item is faulty. Please contact us to discuss further.
Returns and Exchanges Policy - International CustomersSlumbersac will not return or exchange items that have been purchased by international customers. Please contact us to discuss further.
Did you receive an item you did not purchase?Please contact us to discuss.
Items Returned to Sender
Any parcels returned back to us, unless at the fault of Slumbersac, will incur a re-delivery fee. Please contact us to discuss.
Purchased from another Store, not www.slumbersac.com.au?
Please contact the Store you originally purchased from to discuss your options. If you are unsure of which Store you purchased from we may be able to help you. Please contact us to discuss further.