Milk Tooth's Exchange & Refund Policy forms part of its Terms and Conditions.
EXCHANGES OR REFUNDS DUE TO A FAULTY, DAMAGED, MISSING, OR INCORRECT ITEM
We do our utmost to ensure that all products are free of any manufacturing or other defects and are protected in transit, but sometimes accidents do happen.
You must check your purchase carefully upon receipt and notify us immediately (within 24 hours of receipt) if there is any issue with the condition in which it was received, be this an existing fault, damage, or missing item. Milk Tooth cannot accept any claims of damage on receipt or missing items after this period of time and/or after an item has been played with or otherwise used. This timeframe is in place to protect both you and Milk Tooth. It allows us to determine exactly when any loss or damage has taken place and to claim on transit insurance, where relevant. You must check your purchase within 24 hours of receipt, even if you then put it away to store for a child's birthday or other special occasion.
If you receive the wrong item or a faulty or damaged item, Milk Tooth will exchange the item for the correct or an identical undamaged item, where available. Where the correct or an undamaged identical item is unavailable, Milk Tooth will provide you with a refund of the full price of the item plus the relevant shipping cost incurred. If your package is missing an item, Milk Tooth will send you the item where available, or provide you with a refund of the full price of the item where unavailable.
To be eligible for an exchange or refund due to damage or a fault, your item must first be received back at Milk Tooth, be complete with all of the parts you received with it, and be in the same condition that you received it. To complete your exchange or refund, Milk Tooth will require a receipt or other proof of purchase.
Faults can also arise over time. Where you claim that an item is faulty and it is not clear to Milk Tooth whether there is a fault or not, Milk Tooth will seek advice from either the Australian representative for the brand or the manufacturer/brand themselves for a decision on whether: there is a fault, or the product comes within standards/natural variation.
If an exchange or refund is being conducted due to Milk Tooth sending out the wrong item or a faulty or damaged item or failing to send all items in an order, Milk Tooth will cover all shipping costs involved. Milk Tooth will advise you as to which shipping method to use to return the incorrect/faulty item to us. Please do not return the item to Milk Tooth without first seeking this advice.
LOST-IN-TRANSIT ITEMS
Items are not deemed lost-in-transit until at least three weeks have passed since their date of lodgement with Australia Post or the courier (for items addressed to locations within Australia). Lost-in-transit items cannot be replaced or otherwise addressed until an investigation has been completed by Australia Post or the courier service used to deliver those items.
All international orders will be sent without insurance or tracking, unless otherwise advised. Milk Tooth cannot be held responsible if an international order goes missing.
EXCHANGES OR REFUNDS DUE TO CHANGE OF MIND
We really hope you love every item you receive from Milk Tooth, but we understand with online shopping that sometimes you might change your mind. You may seek an exchange or refund on your original purchase due to change of mind within 7 calendar days of receiving your order, with the following exceptions. We do not offer change of mind exchanges or refunds on: lay-by orders; special orders, where we have ordered in an item(s) for you at your request; items that have been selected as part of a previous change of mind exchange; changing baskets or changing basket inserts or liners; discounted items; items that have been purchased as part of a sale; items that are being shipped outside of Australia; and/or items that have been won as part of a giveaway or competition.
Please note we charge a restocking fee of 10% of the purchase price of any purchase(s) you return or cancel due to change of mind. The fee will be deducted from your refund amount. The restocking fee may also be referred to as a cancellation fee. The fee applies to any and all of the following situations under which a refund is being sought due to your change of mind:
- purchases being returned to us;
- purchase cancellations or partial cancellations for item(s) that have not yet been sent to you; and
- purchase cancellations or partial cancellations for items purchased on pre-order, whether or not the item(s) have yet been received by us or sent to you.
To be eligible for an exchange or refund due to change of mind, when your item is received back by us it must be unused and in the same condition that you received it.
Only regular priced items may be exchanged or returned due to change of mind; discounted or sale items are excluded.
On rare occasions we may receive our pre-order stock later than we had estimated in the product listing. Such a situation is out of our control and we are unable to cancel or refund orders for change of mind in such a situation.
To complete your exchange or refund, we will require a receipt or other proof of purchase.
You will be responsible for paying for your own shipping costs for returning your item to Milk Tooth.
In the case of a refund, the cost of the original shipping from Milk Tooth to you will be deducted from your refund amount. This will be the actual shipping cost incurred by Milk Tooth (including for orders that had qualified for free shipping), which may exceed the shipping charge you paid. Please note this cost may be significant in the case of larger orders or heavy and/or bulky items, such as rugs, wooden blocks, and magnetic tiles.
In the case of an exchange, you will be invoiced for any additional shipping charges incurred in sending out the replacement item. Free shipping does not apply to exchanges due to change of mind.
When shipping your item back to Milk Tooth, you should consider using a trackable shipping service, purchasing shipping insurance, and/or purchasing signature on delivery. Responsibility for the safety of your item is retained by you until it is received by Milk Tooth. We are unable to guarantee that we will receive your returned item or that it will arrive in an undamaged condition.
If you seek an exchange or refund from Milk Tooth after Milk Tooth has already incurred shipping charges for your order, we will process your refund minus the actual costs of shipping already incurred by Milk Tooth.
PROCESS FOR SEEKING AN EXCHANGE OR REFUND
Please contact us via our contact form or email if you are seeking an exchange or refund. Please do not send your item to the manufacturer. Please do not send your item back to Milk Tooth without contacting us first.
Once your returned item has been received and inspected, we will send you an email to notify you that we have received it and we will advise of next steps.
If a refund is agreed, a credit will be applied to your original method of payment within seven calendar days. Please allow a further three business days to allow for bank processing times.
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